Customer Service Assistant - Duke of York's inBrighton inBrighton PUBLISHED 16 AUG 2024

The Duke of Yorks Picturehouse is the jewel in the crown of Brighton. As the oldest purpose-built and continuously operated venue in the UK and adorned with giant Can-can legs on its roof, our one-screen spectacle of a venue is a well-loved icon at the heart of the local community.

In addition to a diverse programme of films, ranging from quality blockbusters to independent, classic, foreign-language and art-house, our cinemas show live HD broadcasts of productions from world-class arts venues, such as the New York Metropolitan Opera and the Bolshoi Ballet, theatre productions such as the Royal Shakespeare Company Live from Stratford-upon-Avon and National Theatre Live, art exhibitions and filmmaker Q&As.

Food and drink are integral parts of the experience here at the Duke of Yorks, with our Café and Bar offering making our cinema an exciting social hub within the community.


Application deadline:
Wednesday 18th August 2024


Location:
Duke of York's Picturehouse, Preston Circus, Brighton


Contract:
0 hours per week with regular work at evenings and weekends.


Salary:
£11.75 per hour.


Position:
Customer Service Assistant. You may be required to work at either Brighton Picturehouse cinema.

We are looking for an experienced and enthusiastic person who can bring a passion for excellent customer service to this exciting venue.

In return we offer an incredible package of staff perks with something for everyone, this includes:

Competitive pay, double pay on bank holidays, sales bonuses, late night working allowance, unlimited free cinema tickets, free guest tickets, free Cineworld tickets, free hot and draught soft drinks, food & drinks discounts, eye care vouchers, paid breaks, increased pension contributions, cycle to work scheme, career development opportunities, company sick pay*, employee assistance plan, and free 24/7 virtual GPs.

Responsibilities of a Customer Service Assistant include but are not limited to:

• Cash Handling
• Food Handling & preparation (Including Stock Replenishment)
• Alcohol sales
• Cleaning
• Heavy Lifting
• Compliance with Health and Safety Regulations
• Increasing Sales
• Maintaining Standards
• Following Policies and Procedures
• Dealing Face to Face with large Groups of People
  
  

Were passionate about our People and their careers. If you see yourself as a Supervisor of the future weve got the development opportunities and training to support you in that aspiration. *after 1 years service.


JOB TITLE


Customer Service Assistant


DIRECT REPORT TO


Supervisor


RESPONSIBLE FOR


N/A at this level


Job Purpose


To welcome and serve visitors to the cinema in an individual and informed way whilst delivering the highest standard of customer service at all times. You will support the cinema team to promote the benefits of membership and continuously drive sales, whilst ensuring a smooth running of the cinema in line with policies and procedures. You will be fully trained to perform different duties at various times across the cinema. Your duties will include Box Office duties, Retail duties, Usher duties, Bar duties and Kitchen duties with particular attention paid to customer service in all areas.


MAIN DUTIES



Customer Service You Will


Deliver an excellent standard of customer service in line with the Picturehouse Experience Expectations through individuality, serving pleasantly and efficiently whilst managing queues effectively and having up to date product knowledge to maximise customer enjoyment and encourage repeat visits

Guide customers to their seats where necessary; following the correct ticket verification procedure including Member card holders and ensuring every person who enters the cinema has a ticket

Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist

Be knowledgeable about the cinemas services and facilities

Ensure all communication via radios is appropriate, clear and concise

Provide information on performance start and finish times, films synopsis and film classification

Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary

Be aware of and enforce all film classifications and identification procedure

Ensure all lost property is correctly delivered to the appropriate area and logged in line with policy

Monitor screens for piracy, picture & sound quality, temperature, customer disturbance and any H&S issues


Promoting Sales You Will


Be knowledgeable of current marketing promotions and raise customer awareness

Ensure sales accuracy by processing transactions, memberships and discounts correctly and in line with policy

Promote Membership through personal recommendations and upcoming films, highlighting the benefits and rewards of the Membership scheme

Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock i.e. adhering to First In, First Out (FIFO) process; and suggesting suitable additional products (such as cake with coffee)

Ensure all wastage is correctly recorded by following the wastage procedures


Health & Safety You Will


Follow the Food Hygiene Regulations and Health & Safety Policies

Work efficiently using all pieces of equipment (you have been trained on) correctly and with care

Inform management immediately of any breaches or issues within Health & Safety

Help monitor maintenance or repairs advising the relevant people of any issues immediately

Open and close all areas, ensuring the relevant supporting paperwork is completed.

Undertake daily cinema cleaning including cinema, toilets, back of house areas, screens, cinema seating, all front of house areas and emptying and removing of rubbish as required

Keep informed about business changes by attending staff meetings, reading staff notice boards and asking questions where appropriate

Adhere to all current policies and procedures

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