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Customer Experience Team Member
As part of the Customer Experience Team, you’ll report to the Customer Experience Manager, Deputy Customer Experience Manager, Duty Managers and Supervisors. You’ll work alongside all of the different departments at the Theatre Royal Brighton to deliver friendly and professional customer service.
Our Customer Experience Team work all of our Front of House Roles at the Theatre Royal Brighton. This includes Ticket Scanning; Bar Tending; Kiosks; Selling Merchandise; Auditorium Ushering; Running our Delivered at Seat Services; and Working in our Ambassador Lounges. Please note, your role may involve working with children or vulnerable people.
We are looking for a few new team members to start working on our exciting Spring Programme. We will be holding interviews on Monday 27th April and we will be unlikely to offer alternative interview dates at this time. While there will be availability for shifts throughout the week, we are looking for new team members with regular availability on Friday and Saturday evenings who would like to work between 2-5 shifts per week based on the Theatre’s Programme.
Key responsibilities
- Greet and engage with the diverse audiences of Brighton, ensuring that they feel genuinely welcomed to the venue and treated appropriately as important and valued customers.
- Maintain up-to-date knowledge of the venue, the shows, our products and our processes and be able to helpfully answer audience queries .
- Proactively suggest and sell products including full bar service, our Delivered-At-Seat service, Merchandise, House Programmes, Lounge Packages, bundles and upgrades. Ensure an engaging sales approach to customers to encourage further purchases.
- Know and understand our sales targets and work to exceed them.
- Ensure the accurate and safe handling of stock in line with company procedures.
- Proactively identify risks to customer or staff health, safety or security and take appropriate actions to keep everybody safe. Ensure company Risk Management policies and guidance are complied with.
- Complete regular online and in-person training to be confident in all safety procedures.
- Work collaboratively as a team member, working well with others to ensure that all required tasks are completed.
- Proactively identify tasks which need to be done and take responsibility for completing them.
Your skills, qualities, and experience.
We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary, but may also use them to decide between candidates for this role.
Essential
- Understand the impact of the role of Customer Experience and its importance to the company.
- Have a flair for sales with a confident and friendly communication style.
- Have a great work ethic while being proactive, decisive and creative.
- Be able to work well under pressure, especially when it is busy and there is a limited time frame to complete tasks.
- Enthusiasm and passion for the arts.
Desirable
- Experience in Bar work, Concessions or Sales.
- Experience in a premium customer service role.
- Experience working in a theatre or live arts venue
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 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 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 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.
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