Customer Experience Team Member (CET)
North Music Trust Newcastle upon Tyne
Job Advert
Deadline for applications:9am 15th October 2024Reports to: Duty Manager, Audience Experience & Operations Manager, plus Head of Audience Experience, Projects and Governance as
appropriate.
Location: The Glasshouse International Centre for Music, plus external locations with prior agreement
Working hours: As required during operational hours, including evenings, weekends and bank holidays. This is a casual position.
Hours will varySalary: From April 2024; £8.60*per hour if aged 20 or under, £11:44* per hour if aged 21 or or over. (*plus 12.07% holiday
allowance)
About The Glasshouse International Centre for Music
We are an international music centre based on the banks of the River Tyne. We are a unique venue where artists from across theworld perform and audiences from a wide range of backgrounds come to hear, make, and enjoy all types of music.
We support local people to be creative, to develop a passion for music and put music at the heart of communities. Our artistdevelopment programme provides local artists with the opportunities they need to develop a career in music. We support young
people to make music in our building and in the wider community through programmes such as In Harmony Newcastle Gateshead.
We believe our work makes life better for people in the North East. We’re building a creative, diverse, and passionate team andthat’s where you come in…
About you
Are you self-motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this soundslike you, here are some specific types of experience that will help you hit the ground running.
You must have proven experience of:
- Excellent customer service skills
- Excellent communication skills
- The ability to work well within a team environment, and independently as necessary
It also helps if you have:
- A passion for live events and music
your determination, positivity, and willingness to get stuck in.
About the role of Customer Experience Team Member (CET) at The Glasshouse
The Customer Experience Team (CET) is the first point of contact for customers calling or visiting The Glasshouse ICM andattending events. All members of the Customer Experience Team are trained to steward the building, events and shows, and to work
on the Coats Desk. Within the team there are additional specific roles including with our Welcome Desk, Box Office and Meet &
Greet.
For any of these roles you must be able to demonstrate that you are extremely proactive, friendly, flexible, good at
problem-solving and happy to engage with a huge range of customers. You may also be required to work in our retail outlets.
Most shifts are between 3 and 5 hours long and are on evenings and weekends, so successful candidates must be available at thosetimes. Rosters are completed approximately 3 weeks in advance and there is the option to sign up for additional shifts when
available.
Our internal policy is that we will never give you a shift less than 3 hours long.
The overall purpose of the role is to engage every visitor to the building, whether a colleague, artist, customer or tourist, witha warm and friendly welcome. Always provide excellent customer service whilst embodying the The Glasshouse ICM values. Work with
the wider team to follow guidelines and processes at all times to deliver a safe and enjoyable show/event.
Your responsibilities:
- Maintain an excellent knowledge of The Glasshouses' values, facilities, events, prices and programme. Act as an ambassador for
- Take pride in working as part of the Customer Experience Team, supporting your colleagues and sharing your knowledge
- Provide a warm and professional welcome to all visitors
- Follow correct uniform protocols
- Be proactive about resolving complaints and issues: gather feedback and follow company protocols and procedures, referring to
- Be flexible about working across different areas and follow the instructions of your Supervisor or Manager
- Show pride in the building: work with colleagues from other departments to ensure the building always looks its best: help keep
- Play an important role in ensuring public safety: maintain an up to date knowledge of emergency procedures, follow briefings
- Act as an evacuation marshal in the event of an emergency, following the fire strategy [full training will be provided]
- On occasion you may be required to participate in bag searches, as part of our safety and safeguarding procedures
- Accept appropriate individual responsibility for the implementation of the Trust’s policies on Equality and Diversity, Health
- Observe and follow all GDPR practices
- Ensure that you follow best practice for keeping Shiftboard up to date [rostering software] with your availability, check rotas
- Follow company ICT guidelines
- Undertake any other reasonable duties as requested
Meet & Greet Team:
- Approach, welcome and help customers as they arrive
- Help customers with access requirements and equipment as needed
- Set up ice cream trays and programme bags, deliver them to hall staff and cash-up
- Count, sell and cash-up merchandise
- Maintain an excellent knowledge of the stock
- Take pride in the cleanliness of the shop and the appearance of the stock, replenishing as needed.
- Make recommendations to customers wherever possible, including upselling when appropriate
- Follow correct opening and closing, till, and stock control procedures
- Attend pre- and post-event briefings and report any issues to the Duty Manager
- Check tickets for correct hall, event, date, side of hall and seat numbers
- Sell programmes and ice creams as required and cash up at the end
- Enforce visitor policies as instructed (e.g. photography or drinks in halls)
Our commitment to your development
At The Glasshouse, we’re always learning. Through training and support, we’ll help you develop the skills and knowledge you needto thrive in your role. This may be through gaining a qualification, on-the-job training or learning within your team.
We provide you with training in areas such as health and safety and safeguarding when you start work, and you’ll receive annualrefreshers.
Every staff member is on their own training and development journey. You’ll work closely with your manager to identify what yourjourney will look like at The Glasshouse. If you have a specific interest or you would like to develop your skills in a certain
area, we want to hear about it.
Diversity, Equality, and Inclusion
At The Glasshouse, we encourage a working environment that’s welcoming, inclusive, and diverse. Different backgrounds, views andexperiences are valued so everyone can be themselves.
Our venue and programmes are for everyone, so we want to make sure this opportunity is available to everyone, no matter yourbackground or the challenges you’ve faced.
For example, we would love to hear from you if you:
- Are D/deaf. Have a disability, learning difficulty or significant long -term health condition which affects your daily life
- Describe yourself as neurodiverse (this might include dyslexia, dyspraxia, dyscalculia, ADHD, autistic spectrum, and others)
- Grew up in a family receiving Universal Credit or state benefits
- Have ever lived in council or social housing or been on the housing register
- Have ever lived in sheltered accommodation or experienced homelessness
- Experienced being in care at any point in your life
- Have been a refugee or asylum seeker
- Are from the African, South, East and South–East Asian, Middle East, Latinx or North African diaspora, or have experienced
- These are some common examples of challenging circumstances but there may be others. Everyone is welcome to apply.
- We do not discriminate because of race, colour, religion, gender or gender identity, sexual orientation or expression, age,
disability or any other protected characteristic as outlined in the Equality Act 2010.
Safeguarding children, young people and vulnerable adults
We are committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all of thosethat work with us to share this commitment. We operate a robust safeguarding framework and continuous assessment and development
to support safer working practice across out workforce. Our roles are subject to a safer recruitment process which includes
relevant background checks and the disclosure of criminal records, sanctions, and investigations where appropriate. This position
is eligible for an Enhanced DBS/ with a check of the Children’s / Adult’s Barred List.
Our application process
Closing date for applications: 9am, Tuesday 15th October
We understand that interviews can be a nerve-racking experience. We want you to feel comfortable so you can be yourself andshine!
If you have any questions about the role or the application process, please contact Lois, People Coordinator atrecruitment@theglasshouseicm.org
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