Customer Care Operator

Ritzy Picturehouse


Salary: £9.60 per hour

Ritzy Picturehouse is looking for an enthusiastic and experienced Customer Care Operator to join the team in our established central booking centre for Picturehouse Cinemas.

Picturehouse’s Customer Care Department is located in offices above the Ritzy Cinema in Brixton. We have a team of people who provide a telephone booking service for all of Picturehouse cinemas and for several external clients from 9.00am to 8.30pm, 7 days a week. Membership sales, renewals, and administration is central to the Customer Care Department, and the Customer Care operator’s deliver these functions through incoming and outgoing calls, email responses, and occasional marketing calling.

We’re now looking for an enthusiastic and experienced Customer Care Operator to join the team in our established central booking centre for Picturehouse Cinemas.


The successful candidate will have previous customer service experience and a real passion for delivering great service in a fast-paced customer service environment, ideally with previous work in a Call Centre environment but this is not essential.
The key to this role is providing a first class service at every turn, keeping in mind both the business and customers’ needs.

Emphasis within this role is on providing a helpful, friendly and personalised service to all callers while maintaining the human side of customer service; we pride ourselves on an individual, non-scripted way of working.

Candidates must be highly articulate with excellent communication skills as well as possessing the ability to be resilient and perform well under pressure.

Please note there is a requirement to work a minimum of 24 hours per week over any of the seven days with some shifts being at evenings and weekends.

We offer an hourly rate of £9.60 plus bonus opportunities.

Contract: Part-time, minimum 24 hours per week

Schedule: 8 hour shift

Additional pay: Bonus scheme


  • Bike to work scheme
  • Casual dress
  • Discounted or free food
  • Employee discount
  • Sick pay

The Customer Care Operator is based at the Customer Care Department, The Ritzy, Brixton Oval, Coldharbour Lane, London SW2 1JG.

Job purpose
  • Provide a first port of call for all customer queries, ensuring a professional impression of Picturehouse at all times.
  • Be proactive in responding to customer complaints resolving matters as required escalating when necessary.
  • Resolving queries while providing and promoting high levels of customer service at all times.
  • Provide a friendly and efficient service to customers.
  • Provide a Specialist Sales Service through the accessible booking line.
  • Keep a high standard of punctuality and be familiar with your own rota.
  • Flexible work pattern, available in ad-hoc scenarios.
Main duties
  • The knowledge and behavior required of a trained ‘Customer Care Operator is outlined in detail in the “Customer Care Operator Job Elements” document (as may be updated from time to time). The duties include:
  • Use of IT systems, including Vista Call Centre, Vista Loyalty Ticketing, and email subscription services.
  • Taking calls on the Booking line, Accessibility line, Refund Hotline, Member’s Hotline and the Customer Care line.
  • Answer the telephone, ensuring that the phones 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 GDPR guidelines.
  • Comply with PCI and the Health & Safety procedures.
  • Be knowledgeable of the latest staff handbook and the companies HR policies.
  • Playing an active role in advancing the departments 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.
  • Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
  • Undertake any other relevant duties or reasonable request as requested by any member of the management team.
  • Understand the importance of Equality & Diversity in the work place.
To apply

Please send a CV and cover letter to Daniel McDonald:

The closing date for this position is 01/09/2021 at 23:59

Subscribe to our mailing list

What would you like to receive emails about? *
* indicates required