At a Glance
- Tasks: Engage with customers, serve drinks, and create memorable experiences at exciting events.
- Company: Join a vibrant team at ATG Entertainment, known for its inclusive culture.
- Benefits: Flexible hours, dynamic work environment, and opportunities for personal growth.
- Other info: Zero-hour contract with varied shifts across two iconic venues.
- Why this job: Be part of the action in live entertainment and make a real difference.
- Qualifications: Great customer service skills and a positive attitude are essential.
The predicted salary is between 9.9 - 12.1 £ per hour.
Are you great with people and looking for something a little bit different? Do you thrive in a fast-paced, exciting environment and love a challenge? Can you engage with customers confidently and anticipate their needs? If so, we are looking for fantastic people like you to support our Manchester Venues as a member of our Customer Experience Team. Full of variety, this role is both fun and challenging.
You'll take responsibility for a range of tasks as part of a friendly, passionate, and ambitious team, working in our unique venues with a busy programme of events. If you have the skills to achieve our goals and an affinity for our values, we'd like to hear from you! Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry. You do need to be aged 18+ for this position as this role involves the handling and sale of alcohol. Evening and weekend availability is essential.
The Role: As part of the Customer Experience team, you will report to the Assistant Customer Experience Manager and Supervisors on shift. This is a varied role which involves working in all areas of Front of House which includes welcoming customers, scanning tickets, serving drinks and snacks behind the bars and kiosks, delivering orders to guests in their seats, selling ice cream and programmes in the auditorium and guiding guests to their seats. This role is based across 2 venues (The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending on the performance calendar. Evening and weekend work is essential for this role. The role is a zero-hour contract. Shifts offered are varied dependent on the performance calendar.
Key Responsibilities
- Proactively suggest and upsell products from the bars, kiosks and merchandise ensuring licensing laws are adhered to.
- Know and understand sales targets and work to exceed them.
- Work collaboratively as a team member.
- Meet, greet and engage with customers ensuring they feel welcomed and valued.
- Direct customers and assist with queries.
- Maintain up to date knowledge of the venues, shows and products.
- Scan tickets before allowing entry to the venue.
- Ensure accurate and safe handling of stock in line with company procedures including manual handling.
- Monitor customer behaviour and address issues in line with company procedures.
- Proactively identify risks towards our customers and staff and manage/report as required.
- Be observant of any health, safety or security risks to our customers and staff and manage/report as required.
- Ensure risk management policies and guidance are complied with.
- Complete in person and online training on a regular basis.
- Identify tasks that need to be done and ensure they are completed.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Your Skills, Qualities, And Experience
If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.
Essential
- Excellent customer service experience and skills.
- Have a great work ethic and work well with others.
- Care about people and providing a quality experience.
- Relate well to others and understand their needs.
- Be observant and focussed on the customer.
- Be motivated, decisive and get things done.
- Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
- Sales experience including upselling and suggestive selling.
Desirable
- Experience with bar work.
- Experience in a fast paced and/or high-volume environment.
- Remain calm under pressure.
- Experience selling age-restricted products.
- Experience within the hospitality industry.
About Us - Our Values
- THRIVE doing what we love (with passion and dynamism)
- CONNECT through every act (with collaboration and kindness)
- DARE to do different (with curiosity and courage)
- PERFORM at our best (with customer focus and ownership)
Our Corporate Social Responsibility pillars
- Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
- Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
- Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
Our culture
You'll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone
Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone. We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you'd like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.
Customer Experience Team Member in Manchester employer: ATG Entertainment UK
ATG Entertainment is an exceptional employer, offering a vibrant work culture that thrives on creativity and collaboration within the dynamic theatre industry. As an Editorial & Content Executive, you will have the opportunity to grow your skills in a supportive environment while contributing to a cutting-edge digital content platform. With a commitment to inclusivity and employee development, ATG provides unique advantages such as access to industry events and a focus on innovative storytelling, making it a rewarding place for passionate individuals looking to make an impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Member in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ATG Entertainment UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ATG Entertainment UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Member in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ATG Entertainment UK:Your cover letter is your chance to shine! Tell us why you want to work at ATG Entertainment UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ATG Entertainment UK!
How to prepare for a job interview at ATG Entertainment UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
