Customer Service Assistant

Customer Service Assistant Norwich

Cineworld Group Plc
Full Time Norwich 9.8 GBP HOURLY Today
Job description

Customer Service Assistant - Cinema City, Norwich

Location

Norwich

Business Area:

Picturehouse Cinemas

Job type:

Flexible Hours

Salary:

£9.80

Contact name:

Cinema City

Contact email:

[email protected]

Job ref:

052577

Published:

1 day ago

We are looking for highly enthusiastic and motivated people to join our successful team at Cinema City in Norwich, contracts of 16 hours a week are guaranteed and Bar, Cafe, Restaurant and Events experience are preferable, a need to be available to work evenings and weekends is required.



JOB TITLE

Customer Service Assistant


DIRECT REPORT TO

Supervisor


RESPONSIBLE FOR

N/A at this level


JOB PURPOSE


To welcome and serve visitors to the cinema in an individual and informed way whilst delivering the highest standard of customer service at all times. You will support the cinema team to promote the benefits of membership and continuously drive sales, whilst ensuring a smooth running of the cinema in line with policies and procedures. You will be fully trained to perform different duties at various times across the cinema. Your duties will include Box Office duties, Retail duties, Usher duties, Bar duties and Kitchen duties with particular attention paid to customer service in all areas.


MAIN DUTIES


Customer Service – You will:


Deliver an excellent standard of customer service in line with the Picturehouse Experience Expectations through individuality, serving pleasantly and efficiently whilst managing queues effectively and having up to date product knowledge to maximise customer enjoyment and encourage repeat visits


Guide customers to their seats where necessary; following the correct ticket verification procedure including Member card holders and ensuring every person who enters the cinema has a ticket


Respond to verbal customer complaints/queries immediately, where appropriate using your own skill and knowledge to resolve or direct to an appropriate person who can assist

Be knowledgeable about the cinema’s services and facilities


Ensure all communication via radios is appropriate, clear and concise


Provide information on performance start and finish times, films synopsis and film classification


Be aware of the policy towards film piracy within the cinema and take appropriate action when necessary


Be aware of and enforce all film classifications and identification procedure


Ensure all lost property is correctly delivered to the appropriate area and logged in line with policy


Monitor screens for piracy, picture & sound quality, temperature, customer disturbance and any H&S issues


Promoting Sales – You will:


Be knowledgeable of current marketing promotions and raise customer awareness


Ensure sales accuracy by processing transactions, memberships and discounts correctly and in line with policy


Promote Membership through personal recommendations and upcoming films, highlighting the benefits and rewards of the Membership scheme


Promote and encourage sales through organised and attractive displays using up to date POS, ensuring rotation of stock i.e. adhering to First In, First Out (FIFO) process; and suggesting suitable additional products (such as cake with coffee)


Ensure all wastage is correctly recorded by following the wastage procedures


Health & Safety – You will:


Follow the Food Hygiene Regulations and Health & Safety Policies


Work efficiently using all pieces of equipment (you have been trained on) correctly and with care


Inform management immediately of any breaches or issues within Health & Safety


Help monitor maintenance or repairs advising the relevant people of any issues immediately


Open and close all areas, ensuring the relevant supporting paperwork is completed.


Undertake daily cinema cleaning including cinema, toilets, back of house areas, screens, cinema seating, all front of house areas and emptying and removing of rubbish as required


Keep informed about business changes by attending staff meetings, reading staff notice boards and asking questions where appropriate


Adhere to all current policies and procedures


Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.


PERSON SPECIFICATION


ATTRIBUTES AND EXPERIENCE


Essential:

Passionate about excellent customer service

Confident in communication with customers and colleagues

Works effectively as part of a team

Adaptable and flexible to changing circumstances

Resourceful and able to work under pressure

Available to work at key business times i.e. evenings and weekends


Desirable


Cash handling experience

Experience in a service related industry

An interest in and knowledge of film and Picturehouse’s programming strands


Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment. Nov 2018

Customer Service Assistant
Cineworld Group Plc

www.cineworld.co.uk
Brentford, United Kingdom
Moshe (Mooky) Greidinger
$100 to $500 million (USD)
10000+ Employees
Company - Public
Culture & Entertainment
1995
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