Customer Service Host - Richmond

• Customer Service Host - Richmond* *Box Office - Customer Service Host * You’ll report to the Ticketing & Sales Manager, you’ll also work closely with the Deputy Ticketing & Sales Manager and other Customer Service Hosts. You will be working at Richmond Theatre, a beautiful, 126 year old venue, which hosts a variety of performances throughout the year, including plays, musicals, dance, opera, talks, and the annual pantomime. You will assist the Ticketing Managers in the smooth running of the box office and deliver the highest standard of customer service in order to maximise sales, productivity and occupancy of the venue.

You will process customer and trade bookings with utmost accuracy using the in-house ticketing system, which is currently Audience view. *Key responsibilities* *Customer* * This list of duties is provided as an example of the services we will offer to patrons who request a more bespoke experience, where time constraints allow and only in addition to the primary ticketing roles being fulfilled. * Be responsible for resolving customer issues, and initiating corrective action, acting as the responsible person and primary point of contact for customers.

Keep up to date records of incidents and progress for Ticketing and Sales colleagues. * Provide customers with information on packages, offers or activities to enhance their visit, such as restaurant recommendations, travel arrangements or hotel bookings, and make bookings on their behalf if requested. * As dictated by the Ticketing and Sales Manager, at the beginning of relevant shifts to compile a list of any customers attending that performance who may be booked in as Members, Lounge guests, corporate guests, group bookings or other, and contacting them ahead of their arrival that they may be offered a personal welcome and an extra level of assistance for their visit. * During times when the Customer Service Host service is not required or in low demand, take on Front of House responsibilities as directed / requested by the Customer Experience Manager, Deputy or Duty Manager at the time. * Provide support for any Access patrons that may be attending on the night.

Stay up to date with ATG Entertainment’s Access membership scheme and requirements of access performances. * Brief the relevant Customer Experience staff regarding any interval or post-show arrangements that have been made for customers, ensuring the premium customer experience continues through to the end of the performance. *Sales* * To sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Entertainment Company and Venue guidelines and to administer all payments accurately to maximise sales and minimise loss. * Facilitate on-the-night upgrades across tickets, packages and other offers as directed by the Ticketing and Sales Manager, ensuring that regular reporting is maintained. * Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets. * Support the implementation of new technologies by central Ticketing and IT teams as directed by the Ticketing and Sales Manager or their Deputy. *Processes* * To complete the relevant end of day financial reporting. * Communicate on the night as needed with Producers, their agents, Venue Management, Marketing, Customers, central Ticketing & Revenue Management teams, as well as support the work of other venue departments as required. * Provide holiday and sickness cover for Ticketing department as required. * Support the Ticketing department as required for marquee nights, opening nights or any other high-profile event at which the full team may be required. * Liaise with the Contact Centre and Groups Contact Centre in resolving on the night customer and ticket queries. *Policy / Law* * Comply with all legal requirements of GDPR * Adhere to Health and Safety procedures to minimise the risk of injury and accidents * Adhere to ATG Entertainments IT Policy * Understand access issues and anti-discrimination legislations and implements correct practices when service access patrons. *Your skills, qualities, and experience.* If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds.

We can give experience of any desirable criteria but may also use them to decide between candidates for this role. The candidate must have the ability to work collaboratively across both the entire theatre staff and anyone else they may come into contact with to ensure that the customer experience is smooth and professionally handled at all times.

Ideally the candidate will have experience working in a customer facing role. *The essential criteria of a great team member are : * * Excellent communication skills in person, written and over the phone. * Proficient in Microsoft Word / Excel and Outlook. * Flexible working.

This role will include working evenings and weekends. * The ability to work well within a team and individually. * Confidence and ability to deliver an excellent standard of customer service. *Desirable Criteria * * Knowledge of the Audience View ticketing system. * Prior experience in a Box Office. * General knowledge or interest in theatre and how it works. *About Us - Our values* ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation. * *THRIVE* doing what we love (with passion and dynamism) * *CONNECT* through every act (with collaboration and kindness) * *DARE* to do different (with curiosity and courage) * *PERFORM* at our best (with customer focus and ownership) *Our Corporate Social Responsibility pillars* Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities : * *Inclusion : * Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being. * *Sustainability : * Playing your part in reducing our environmental impact and finding more sustainable ways of working. * *Next Generations : * Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work. *Our culture* You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business.

Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises. *Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone* Our stages are a platform for compelling stories – stories that are for all, by all, and of all.

We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens.

We are passionate about the pursuit of true diversity and equality.

We strive to make our venues beacons of these ideals in our communities.

Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves.

At ATG entertainment, we provide a stage for everyone. We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation.

We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce. We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace.

We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role.

Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.