Customer Service Assistant - Retail Shop - Seasonal in Birmingham

Midlands Arts Centre (MAC) is an exciting, ambitious arts centre which offers a wide array of free exhibitions, theatre, music, cinema and comedy performances as well as creative learning and participation activities. Well-loved and well-used, it’s a relaxed, friendly place attracting a diverse mix of visitors. We are recruiting for a Customer Service Assistant to join our shop on a 20 hours per week fixed term contract across the festive period.

Please note that this role will require weekend working and availability throughout the Christmas period is essential.

Job Purpose:

Customer Service CSAs provide knowledgeable, efficient, friendly and professional customer service to the public and all users of the site whilst ensuring the safety and security of all users. The CSAs are responsible for administering the sale of retail items, organising & dispatching online orders, stock replenishment, deliveries of stock, pricing and displaying items.

Key Responsibilities:

• Providing excellent customer service and a warm welcome to all MAC customers.
• Using your knowledge of products and suppliers to respond to queries confidently and accurately, understand our customer’s needs and make appropriate and useful recommendations.
• Processing transactions (by card) for Retail Shop products through the EPOS system and processing any online orders received for delivery or collection in good time.
• Ensure that the shop is adequately replenished with stock at all times.
• To intake, accurately process and price all incoming deliveries of stock.
• Maintain high standards of cleaning and tidying of both fixtures and products.
• Escalating any stock queries to Retail Management that affect inventory status, faults or stock cover at risk.
• Disposal of all refuse from shop deliveries in line with MAC policy.
• To adhere to MAC’s policies and procedures at all times.
• To attend training as scheduled and proactively keep up to date with MAC’s work as a charity, it’s fundraising activities, arts programme, accessible facilities, food and drink and venue hire offers.
• Implement MAC’s Environmental Policy and consider how this role can contribute to MAC’s sustainability goals.
• Further promote and ensure the implementation of the equal opportunities, diversity, safeguarding and health & safety policies of MAC.
• Support the Welcome Desk team by answering general customer queries and processing ticketing sales using MAC’s ticketing and customer relationship management system.
• Any other duties which may reasonably be required to support cross-organisational needs

Person Specification

Core - (You should meet most of these requirements)

• Level 1 or above qualification in any subject.
• Experience of working with the general public with excellent customer service skills.
• Ability to use a computer and a range of computer software applications confidently and accurately.
• Excellent interpersonal, diplomatic and general communication skills. Ability to communicate effectively and professionally in person and in writing.
• The ability to be level-headed in a fast-paced pressured environment.
• The ability to have a flexible and positive approach when dealing with complaints and difficult situations.
• A positive, approachable and helpful attitude to others – a strong team player.
• To be able to motivate yourself for the duration of your shift.
• Understanding of the importance of good internal and external customer relations.
• Availability to work unsociable hours.
• High dress and appearance standards
• Excellent time keeping.

Desirable - (You should meet some of these requirements)

• Experience of working without close supervision and working under own initiative.
• Good knowledge of the operations of an arts centre or other arts venue.
• Knowledge of and enthusiasm for the arts.
• Dedication to fostering diversity and representation, with a demonstrable ability to work with people from a wide variety of backgrounds and age

Equal Opportunities & Diversity

All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.

We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people are a reflection of the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.

Note

This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.

Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.

How to Apply

Deadline

Applications can be received at any time until midnight on Monday 16 November.

Late applications will not be considered.

Please be aware that we may close this vacancy before the stated deadline if we receive a high number of applications. We strongly advise you to submit your application as early as possible.

Shortlisting

We will inform shortlisted candidates by the end of the day on Wednesday 18 November at the latest.

Interviews

Interviews will be held online on Friday 20 November.