Customer Service Assistant

Salary: £10.68 per hour

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

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.

Contract: Temporary contract until 30 August 2024.
Hours: 24 hours per week
Location: You may be required to work at either Brighton Picturehouse cinema.

Responsibilities

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

We’re passionate about our People and their careers. If you see yourself as a Supervisor of the future we’ve got the development opportunities and training to support you in that aspiration.

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 cinema’s 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

Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.

Attributes and experience

Essential:

• Passionate about excellent customer service
• Confident in communication with customers and colleagues
• 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. evenings and weekends

Desirable

• Cash handling experience
• Experience in a service-related industry
• An interest in and knowledge of film and Picturehouse’s programming strands

Staff perks

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.

*after 1 years’ service.

Applications

Please apply through the Cineworld website.

The closing date for this position is 06/03/2024 at 23:59