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- Tasks: Engage with audiences, ensuring safety and satisfaction while delivering exceptional customer experiences.
- Company: Join Royal & Derngate, a vibrant hub for live performance in Northampton.
- Benefits: Enjoy flexible working hours, corporate perks, and a supportive team environment.
- Why this job: Be part of the excitement of live performances and create unforgettable experiences for our audiences!
- Qualifications: No specific qualifications required, just a passion for customer service and live performance.
- Other info: Shifts include evenings and weekends; perfect for students looking for flexible work.
The predicted salary is between 24000 - 36000 £ per year.
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Customer Experience Team Member, Northampton
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Client:
Location:
Northampton, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
a26285b405dc
Job Views:
6
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
About the Role
We are looking for individuals that are passionate about customer service to join our dynamic Customer Experience Team at Royal & Derngate as Customer Experience Team Members.
This role offers you the chance to engage with diverse audiences, ensuring their safety and satisfaction while delivering exceptional customer experiences. With opportunities to work alongside a passionate team, your excellent communication, organisational, and problem-solving skills will shine.
If you have a pro-active and positive attitude, coupled with an interest of live performance, we want to hear from you. Apply now to be part of something special, embrace the excitement of live performance, and join us in creating unforgettable experiences for our audiences!
Job Purpose
The Customer Experience Team engage with our diverse Theatre/Filmhouse audiences, delivering an excellent customer experience in a welcoming, helpful and consistent way whilst ensuring compliance to all safety regulations.
Key Duties & Responsibilities
Customer Experience
• Comply with the Royal & Derngate’s experience standards to provide an excellent customer experience for every customer.
• Ensure the Theatre/Filmhouse remains clean, hygienic and is immaculately presented at all times.
• Conduct safety checks and security checks as instructed.
• Understand that customers have questions and be knowledgeable about the theatre, retail operation and current productions in order to answer them.
• Proactively direct customers to the auditorium, toilets and bars.
• Proactively help customers in need of assistance. Resolve minor complaints or issues referring more serious matters to the Customer Experience Management Team.
• Conduct ticket checks, help customers locate their seats and seat latecomers quickly and discreetly at the times prescribed.
• To assist customers who have had an accident or who become unwell; seeking the assistance of trained first aiders.
Health and Safety
• Participate in all required safety and security training and drills.
• Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and polices.
• Participate in and comply with arrangements laid out in the Theatre’s Fire Risk Assessment and Evacuation Plans.
• Participate in the theatre’s cleaning and sanitising procedures.
Retail
• Prepare bar and retail point of sale positions in line with hygiene and merchandising standards.
• Proactively sell retail products to customers, with the goal of improving the customer’s experience.
• Make customers aware of any current promotions at the time of sale.
• Prepare any pre-ordered items or drinks.
• Be fully knowledgeable about the entire range of products on sale.
• Ensure that service areas, equipment, cellars and stock rooms are clean and hygienically sanitised.
• Participate in all stock control processes; stock rotation, stock counting, stock deliveries.
General
• Provide reasonable adjustments for access patrons as instructed by the Customer Experience Managers, including operating any access equipment.
• Assist with any functions, events, VIPs etc. as and when necessary.
• Assist in the on-going training of new members of staff.
• Any other duties that may reasonably be required as directed by Customer Experience Supervisors or Managers.
• Wear and maintain the uniform provided and inform management of any damage or loss.
For further information about Royal & Derngate and to view the full job description, please see our website.
Hours/Contract
• Shifts allocated in advance based on specified availability.
• The post-holder must be able to work evenings and weekends, including Friday & Saturday nights, and Bank Holidays as these are the core operating times.
Experience
• Experience of working face to face with diverse audiences.
• Experience at working in an engaging and welcoming manner.
Knowledge/Qualifications
• Understanding of, and commitment to, live performance
Skills/Abilities
• Excellent communication skills.
• Excellent organisational skills.
• Excellent interpersonal skills.
• Pro-active, can-do and passionate attitude.
• Ability to meet deadlines and work under pressure
• Ability to work independently or as part of a team.
• Excellent attention to detail
• Problem solving skills
Experience
• Direct Sales and experience of up-selling in a busy environment
• Visual display and merchandising
• Working with EPOS systems
Knowledge/Qualifications
• Food Hygiene Level 2
Closing Date: 13th July 2025
Interviews: 4th August 2025
How To Apply
Please submit your CV.
You will then receive an email from us to acknowledge your application which will include a link to complete an opportunities monitoring form.
DE&I
We are an inclusive organisation, committed to fair recruitment, and equality of opportunity. We particularly welcome applications from those whose backgrounds are currently under-represented in our workforce and in the Arts more widely. We want to encourage socio-economic diversity, as well as representation from ethnically diverse groups, people who identify as D/deaf and disabled and/or those who identify as LGBTQ+. Candidates needing any assistance to complete their application should email [emailprotected] . If there is anything about this recruitment process or the way we have promoted these opportunities that has created any barriers to you applying, please let us know.
We welcome requests for flexible working/job share/remote working. Royal & Derngate are a PIPA (Parents and Carers in Performing Arts) Charter Partner, striving towards creating a more family friendly working environment. We encourage proposals from anyone who requires flexible working around caring responsibilities and anyone looking for a positive work/life balance.
We are a user of the disability confident scheme, and we guarantee to interview all disabled applicants who meet the minimum criteria for any of our vacancies.
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Customer Experience Team Member employer: Royal & Derngate
Contact Detail:
Royal & Derngate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Member
✨Tip Number 1
Familiarise yourself with the Royal & Derngate's current productions and events. This knowledge will not only help you answer customer queries effectively but also demonstrate your genuine interest in live performance during any interactions.
✨Tip Number 2
Practice your communication skills by engaging with diverse groups of people. Whether it's through volunteering or part-time work, gaining experience in face-to-face interactions will prepare you for the dynamic environment at Royal & Derngate.
✨Tip Number 3
Showcase your problem-solving abilities by thinking of examples from past experiences where you've successfully resolved customer issues. Being able to articulate these situations can set you apart during interviews.
✨Tip Number 4
Be prepared to discuss your understanding of health and safety regulations relevant to customer service roles. This shows that you take the responsibilities of the position seriously and are ready to ensure a safe environment for all patrons.
We think you need these skills to ace Customer Experience Team Member
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any roles where you've engaged with diverse audiences. Emphasise your communication, organisational, and problem-solving skills, as these are key for the Customer Experience Team Member role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and live performance. Mention specific experiences that demonstrate your proactive attitude and ability to handle customer inquiries or complaints effectively.
Highlight Relevant Skills: In your application, clearly outline your excellent communication and interpersonal skills. Provide examples of how you've worked under pressure or met deadlines in previous roles, as this will resonate with the job requirements.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work at Royal & Derngate. Mention your interest in live performances and how you can contribute to creating unforgettable experiences for audiences, which aligns with the company's mission.
How to prepare for a job interview at Royal & Derngate
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for customer service during the interview. Share specific examples of how you've gone above and beyond to help customers in previous roles, as this will demonstrate your commitment to providing exceptional experiences.
✨Know the Venue and Current Productions
Familiarise yourself with Royal & Derngate, including its history, current productions, and any upcoming events. This knowledge will not only impress the interviewers but also show that you are genuinely interested in the role and the organisation.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've successfully resolved customer complaints or issues. Highlight your problem-solving skills and how you can remain calm under pressure, which is crucial in a fast-paced environment like a theatre.
✨Exhibit Teamwork and Communication Skills
Since the role involves working closely with a team, be ready to share examples of how you've collaborated with others in the past. Emphasise your communication skills and your ability to work well both independently and as part of a team.
