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- Tasks: Handle customer inquiries via phone and email, ensuring a friendly and efficient service.
- Company: Join Picturehouse, a vibrant cinema chain that offers unique experiences and community events.
- Benefits: Enjoy flexible hours, competitive pay, and a fun work environment in the heart of your neighborhood.
- Why this job: Be part of a close-knit team that values excellent customer service and a love for film.
- Qualifications: Passion for customer service, confident communication skills, and proficiency in IT systems required.
- Other info: Opportunities for overtime and a chance to work during peak cinema times.
Customer Care Operator
This role is being offered on a 24 hour per week contract, with opportunities for overtime.
The pay is £12.55 per hour.
Our office hours are 10am to 6pm, or 9am to 7pm during peak periods.
About Picturehouse
At Picturehouse, we love cinemas. Nested in the heart of their neighbourhoods, each of our 25 cinemas are distinct, welcoming, full of personality and run by welcoming and attentive staff. We don’t just screen excellent films. We provide places to eat, meet and relax and host a busy calendar of events for everyone to explore.
You can find out more on our company purpose and staff benefits online:
Job Purpose
At the Picturehouse Cinemas Customer Care department, we handle email and phone enquiries from customers and members from our 25 Picturehouse cinemas across the UK. Based above the Ritzy Picturehouse in Brixton, we deliver a personalised, comprehensive service in a close-knit collaborative team.
- You will be the first port of call for all queries, ensuring a professional impression of Picturehouse at all times.
- You will provide a friendly and efficient service to customers, including providing a specialist sales service through the Accessibility line and troubleshooting support through the Membership Hotline.
- You will be proactive in responding to complaints, resolving queries and escalating when necessary.
- You will keep a high standard of punctuality and be familiar with your own rota. We expect a flexible work pattern, available in ad-hoc scenarios.
Main Duties
- Use of IT systems, including Vista Call Centre, Vista Loyalty, and email services.
- Taking calls on the Booking line, Accessibility line, Refund Hotline, Member’s Hotline and the Customer Service line, ensuring that the phone calls are always answered promptly.
- Ensure that all customer emails are replied to that are assigned to you.
- Be knowledgeable on Picturehouse activities, groups and other special events.
- Comply with data protection guidelines and PCI compliance.
- Playing an active role in advancing the department’s standards, in compliment to the customer experience that Picturehouse strives to deliver.
- Ensure that all relevant information is communicated speedily and accurately in a way that ensures that the information is received and easily understood.
- Undertake any other relevant duties or reasonable request as requested by any member of the management team.
Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment.
Person Specification – Attributes and Experience
Essential
- Passionate about excellent customer service
- Confident in communication with customers and colleagues by phone and email
- Proficient in IT systems
- Works effectively as part of a team
- Adaptable and flexible to changing circumstances
- Resourceful and able to work under pressure
- Available to work at key business times i.e. evening and weekends
Desirable
- Experience in a service or hospitality related industry
- Experience in administration and/or a call centre workplace
- An interest in and knowledge of film and Picturehouse’s programming
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Customer Care Operator employer: Picturehouse
Contact Detail:
Picturehouse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Operator
✨Tip Number 1
Familiarize yourself with Picturehouse's unique offerings and events. Knowing the ins and outs of what makes each cinema special will help you stand out during the interview process.
✨Tip Number 2
Practice your communication skills, especially over the phone and via email. Since this role involves a lot of customer interaction, being able to convey information clearly and professionally is key.
✨Tip Number 3
Be prepared to discuss how you handle customer complaints and queries. Think of specific examples from your past experiences that demonstrate your problem-solving skills and ability to remain calm under pressure.
✨Tip Number 4
Show your passion for cinema! Whether it's discussing your favorite films or sharing your thoughts on recent releases, demonstrating your enthusiasm for the industry can make a positive impression.
We think you need these skills to ace Customer Care Operator
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities and requirements of the Customer Care Operator position. Highlight your passion for customer service and any relevant experience in your application.
Tailor Your CV: Customize your CV to reflect your skills and experiences that align with the job description. Emphasize your communication skills, IT proficiency, and any experience in customer service or hospitality.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for working at Picturehouse. Mention specific examples of how you've provided excellent customer service in the past and your interest in film and cinema.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Picturehouse
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for providing excellent customer service. Share specific examples from your past experiences where you went above and beyond to help a customer, as this aligns perfectly with the values of Picturehouse.
✨Demonstrate Communication Skills
Since the role involves a lot of communication via phone and email, practice clear and confident communication. You might want to prepare for common customer queries and think about how you would respond to them effectively.
✨Familiarize Yourself with Picturehouse
Do some research on Picturehouse's cinemas, their programming, and any special events they host. Being knowledgeable about the company will show your genuine interest and help you answer questions more effectively.
✨Be Ready for Flexibility
The job requires adaptability to changing circumstances. Be prepared to discuss how you've handled unexpected situations in the past and your willingness to work during key business times, including evenings and weekends.
