Customer Experience Team Member

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.

• 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

ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• 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

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• 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 for a confidential discussion.