Customer Service Assistant - Sales & Events

Job Advert

Principal Purpose of Post

This is a customer focussed role and is key to MAC visitors’ experience and to the perception of the organisation.

The Customer Service Assistant is responsible for;

• Providing a knowledgeable, friendly and professional welcome to MAC visitors.
• To maintain an awareness of MAC’s work as a charity, its programme, facilities and food and drink offering to ensure information provided to visitors is accurate and up to date.
• To administer the sale of tickets, retail items, commercial hires and services at MAC, recording full and accurate customer data in the ticketing system, up-selling to other arts programme events and requesting donations to support MAC’s charitable work.
• To respond in a timely, clear and professional manner to customer enquiries received by telephone, email and in person.
• To ensure the Welcome Desk and Retail Shop are always clean, tidy and well stocked and support the Retail Supervisor with merchandising.

Key Responsibilities

• Staffing the Welcome Desk during opening hours, providing excellent Customer Service and a warm welcome to all MAC customers.
• Respond quickly, clearly and professionally to in-bound customer enquiries via phone, email or in-person and, when necessary, escalate queries or complaints to Team Leaders or in accordance with MAC’s Feedback and Complaints procedure.
• To attend training as scheduled and proactively keep up to date with MAC’s work as a charity, it’s fundraising activities, arts programme, accessible facilities, food and drink and venue hire offers and ticketing terms and conditions.
• Using your knowledge and understanding of the above, respond to queries confidently and accurately, understand our customer’s needs and make appropriate and useful recommendations.
• To administer the sale of tickets (cash and card) to MAC programme and events over the counter, via telephone, post, or email using MAC’s ticketing and customer relationship management system. On occasion, there may be a requirement to perform these duties off-site but in close proximity to the building.
• To collect and enter full and accurate customer data when making sales through the ticketing system, up-sell tickets to other MAC events.
• To proactively support MAC’s work as a charity by asking customers for donations as part of all ticket sale transactions, using donation messaging provided by the Fundraising Team. This will include working as a team towards pre-agreed Fundraising Targets.
• Maintaining accurate customer database records to enable MAC to communicate effectively with customers for marketing and booking specific purposes, ensuring Data Protection Legislation is complied with at all times.
• Processing transactions (cash and card) for Retail Shop products through the EPOS system and processing any online orders received for delivery.
• Completing end of day cash reconciliations of the ticketing and EPOS systems, investigating any discrepancies with the support of the Team Leaders.
• Oversee the issuing and return of access passes to MAC visitors, being mindful of building security and limiting access as necessary.
• In the event of a building evacuation, assist the Duty Manager with evacuating Staff and Visitors and preventing re-entry.
• To adhere to MAC’s policies and procedures at all times.

Equal Opportunities & Diversity

All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.

Note

This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.

Hours of work will include evenings and weekends.

Person Specification

A person specification describes the areas of knowledge, skills and experience a person should possess in order to take up the post.

Essential

• Experience of working with the general public with excellent Customer Service skills.
• Ability to use a computer and a range of computer software applications confidently and accurately.
• Experience of cash handling.
• Excellent telephone manner.
• A positive, approachable and helpful attitude to others – a strong team player.
• Excellent interpersonal, diplomatic and general communication skills.
• Understanding of the importance of good internal and external customer relations.
• Ability to communicate effectively and professionally in person and in writing.
• The ability to be level-headed in a fast-paced pressured environment.
• The ability to have a flexible and positive approach when dealing with complaints and difficult situations.
• To be able to motivate yourself for the duration of your shift.
• A willingness and aptitude to understand, promote and retain information regarding MAC’s programme and schedule of events.
• Availability to work unsociable hours.
• High dress and appearance standards and excellent time keeping.

Desirable

• Good knowledge of the operations of an arts centre or other arts venue.
• Knowledge of and enthusiasm for the arts.
• Familiarity in using a computerised ticketing system within an arts or events environment.
• Experience of working without close supervision and working under own initiative.

How to Apply

To apply for this post please follow the link below and follow the application process.

Please not that all applications are anonymised during the shortlisting stage. Any attached CVs will not be used at the shortlisting stage, so please ensure you complete the application fully and include all of your experiences, qualifications and any skills you have that would help us when considering you for this role.

Deadline

All applications must be received no later than9amon Monday 18th March 2024.

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Late applications will not be considered.

Short-listing

Shortlisted candidates will be informed at the latest by Wednesday 20th March 2024.

Interviews

Shortlisted candidates will be invited to interview on Monday 25th March 2024. Please note we do not have any flexibility on the interview date on this occasion. If you cannot attend this date we will not be able to offer you an alternate interview.