Customer Service Assistant - Customer Services

Job Advert

Job Description

We are recruiting for Customer Service Assistants to join our Customer Services department on variable, 15 hour and 30 hour per week contract including working hours on weekends and evenings. Please note that this will include working during busy periods such as Christmas and school holidays.

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

While all qualified candidates are encouraged to apply, a successful candidate will have a particular interest in the practical elements of the role, including venue preparation and the set-up/break down of MAC venue spaces. This would be ideal for any candidate with experience in physical site operations and equipment relocation.

Principal Purpose of Post

The Customer Service Assistants are responsible for;

• providing knowledgeable, efficient, friendly and professional customer service to the public and all users of the centre
• ensuring the safety and security of all users of the site
• assisting with the maintenance, efficient operation and safety of all relevant equipment, facilities and art work on site
• maintaining the aesthetic and professional appearance of each of the public areas and relevant staff areas
• maintaining and supporting the organisation to achieve it’s aimworking around MAC’s opening hours to ensure facilitation of public and private events

Key Responsibilities

Public Safety

• proactively maintaining a thorough knowledge of safety and emergency procedures, attending training sessions, engaging in team briefings and reading any relevant literature provided
• undertaking the Customer Service Assistant checks for your rotaed area reporting any abnormalities or issues to the Duty Manager
• ensuring all accidents are reported to the Duty Manager and are recorded correctly
• ensuring that any incidents are reported to the Duty Manager within a suitable timeframe
• liaising with the Duty Managers, security staff and cleaners to ensure any potential or actual hazards are reported and minimised and managed appropriately

Customer Care

• ensuring that an excellent standard of service is offered to all customers and ensuring a positive and warm welcome is given at all times
• providing an energetic, professional and creative approach to delivering quality service
• ensuring all customer queries are answered to the customer’s satisfaction as quickly as possible
• passing on all customer, staff and contractor comments to the Duty Managers to ensure on-going customer satisfaction
• maintaining good housekeeping within all areas at all times
• attending regular training sessions and briefings on MAC’s current and future programmes, commercial operations (including room hire), conferencing facilities, catering provision and products and being able to proactively discuss them confidently with customers
• distributing publicity and marketing materials to the audiences as required
• engaging with and, where appropriate, assisting any visitors with additional needs
• effectively dealing with any customer issues, problems, comments and complaints and escalating them to the Duty Managers as appropriate
• reporting anti-social behaviour and barred/banned visitors

General Duties

• undertaking portering duties between venues, moving furniture and equipment across the site and between conference spaces
• acting as fire and evacuation marshal as and when required
• selling programmes and merchandise
• ensuring that data protection legislation is complied with at all times
• assisting in the induction and training of new Customer Service Assistants
• escorting authorised visitors/contractors to restricted areas
• assisting with general building maintenance as and when required
• communicating and assisting other members of the customer services department to ensure the smooth running of the building
• undertaking administrative duties and maintain work record logs and safety check logs
• ensuring the distribution of marketing materials throughout the building including posters and brochures
• ensuring up to date signage is in place regarding events and hires
• ensuring correct radio etiquette is followed at all times
• making a positive contribution to the work of the Sales and Events team and the overall organisation
• any other duties in line with operational business needs

Cinema and Performance Venues

• being aware of and familiar with all information pertaining to current and future screenings, performances and related activities
• checking tickets prior to the start of all ticketed events
• assisting customers in finding their seats
• assisting latecomers to their seats in line with procedure with minimal interruption, and refusing entry to any customer who arrives later than the agreed point
• carrying out bag searches before allowing any patrons into the auditorium
• liaising with Sales and Events team to confirm start and end times and to ensure appropriate announcements are made
• Working outdoors where necessary

Meeting Rooms

• assisting with the turning around and setting up of hospitality/meeting/conference rooms
• undertaking spot cleaning of hired facilities between bookings
• operating all technical-related equipment as directed
• being the main point of contact with clients, liaising with the Duty Manager and the Head of Sales and Events

Gallery Spaces

• being aware of and familiar with all of the information pertaining to current and future exhibitions and all supporting information and related activities
• being familiar with the exhibits, regularly checking their condition
• checking that all lighting levels are correct and that any technical equipment is operating correctly
• keeping an accurate tally of the number of visitors to the gallery spaces
• ensuring the spaces are clean and tidy at all times, undertaking light cleaning duties if required

Learning support worker role

Supporting Learning and Participation Tutors during classes

Cross Departmental Support

Team working and cross departmental support is key to the success of the organisation and therefore MAC expect a positive attitude towards team work. At busy time, the following other tasks and duties may therefore be required:

• Issue Care of Box Office (COBO) tickets to customers
• Keep the retail area and Kiln restaurant clean and tidy
• Keep any concession stands clean and restocked when required
• Make clear and confident tannoy announcements
• Food and drinks delivery to Customers.

Equal Opportunities & Diversity

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

We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people are a reflection of the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.

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 weekend and evening work.

Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.

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

• The ability and willingness to develop excellent customer services skills
• A positive, constructive and helpful attitude to others
• Excellent interpersonal, diplomatic and general communication skills
• An understanding of the importance of good internal and external customer relations
• The ability to lift and carry awkward loads either with or without reasonable adjustments
• 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
• Ability to work well within and support a strong team ethic
• Ability 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
• Ability to work unsociable hours
• High dress and appearance standards and excellent timekeeping
• The ability to use basic IT applications

Desirable

• Knowledge of and enthusiasm for the arts
• Previous experience of working within a customer focussed role
• Previous experience of maintaining safety at work in a public space
• Experience of working without close supervision and working under own initiative
• Cash handling experience

How to Apply

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

Please note 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

Applications can be received at any time until noon Thursday 31 July 2025.

Please be aware that we may close this vacancy for applications before the stated deadline. We strongly advise you to submit your application as early as possible as applications will be assessed on a rolling basis.

Shortlisting

Shortlisted candidates will be notified of the outcome of their application between the time they submit their application and the application deadline.

Interviews

To be arranged with short-listed candidates.