Front of House Operative – 12 Month Fixed Term Contract in Shepperton

Role summary

Provide excellent customer service as the first point of contact to visitors, productions, tenants, and staff to and within the Studio. Ensure visitors have the required access permissions by using and monitoring both Net2 and Sky-Visitor systems to ensure the site is secure. Provide management of incoming and outgoing mail using the Omnipost system. Assist in covering Reception/Mailroom as required.

Principle accountabilities

• Welcome and provide service excellence to customers as they enter the Studios and use the mailroom services.
• Issue all appropriate security ID passes for staff, tenants, productions, and visitors, ensuring the correct level of access control with each ID badge.
• Provide all necessary vehicle passes or car park passes to staff, tenants, productions, and visitors as directed by the studio management team.
• Ensure customers are equipped with knowledge and information regarding site locations and services to enhance their customer journey.
• Develop and nurture good working relationships, assisting, advising, and troubleshooting for customers regarding access control systems and site services.
• Monitor and check shared reception/mailroom inbox and Teams chat to ensure all requests or queries are captured and managed efficiently.
• Be responsible for the look and feel of the front of house and mail service areas, providing a professional, tidy, and safe workspace at all times.
• Log all works required inside and outside of your area of responsibility with the customer services helpdesk.
• Work closely with the site security team, flagging any issues and fostering beneficial working relationships.
• Provide reports on visitor and customer numbers to Studio Management and catering, and the Omnipost system as required.
• Sort, process via Omnipost system, and distribute incoming and outgoing mail and manage mailroom issues such as lost parcels and customer complaints.
• Manage the franking machine services.
• Assist with other functions as required by the studio management team.

Nature and Scope

The above accountabilities take up most of your time, which is usually spent in the Studio reception area or mailroom. There is a need for forward planning but you usually operate day-to-day or task to task. Some technical skill is needed, which can be trained on the job, but a customer service-focused approach is essential for success. There is minimal supervision from line management, but minimal autonomy as most of the work is repetitive tasks where there is an established process to follow.

Skills and Experience

Essential criteria

• GCSE passes in Maths and English or equivalent.
• Customer Service experience.
• Working knowledge of Microsoft Office suite (Word, Excel, Teams, and PowerPoint).
• Excellent customer service and communication skills.
• Able to manage a busy workload and prioritise tasks.
• People person who enjoys a challenge.
• Maintains a professional, customer-focused attitude.
• Flexible attitude to working hours to ensure there is cover at all main reception points at both Pinewood and Shepperton Studios.

Desirable criteria

• Previous reception, customer services, or mailroom role desirable but not essential.
• Experience of using bespoke in-house security systems, mail management systems, or similar software.
• Interest in the film and TV industry.
• Able to commute between Shepperton Studios and Pinewood Studios on an ad hoc basis if required.

Other information

Role location: Shepperton Studios. Competitive starting salary and discretionary annual bonus of up to 7.5% of salary. 25 days’ holiday as standard with the option to buy 5 additional days, plus English public holidays. An extra day of leave to celebrate your Birthday. Pension scheme 5% employer contribution and 3% minimum employee contribution. Comprehensive private medical healthcare from Bupa, including cover for pre-existing conditions, dental and optical cover. Income Protection for yourself, up to 75% of salary. Life assurance of 4 x annual salary. £3.20 per day Pinewood canteen subsidy. Two days per year volunteering allowance for our local communities. Invest@Work Saving Account with Fidelity. Various other staff perks including gym and retail discounts, free film screenings, and staff events.

Our values

• Teamwork
• Respect
• Integrity
• Pioneering
• Passionate
• Can-do

Equal Opportunities

Pinewood Group is an equal opportunities employer. We are highly committed to building a diverse and inclusive culture for our people and actively welcome applications from people of all backgrounds.