Specialist Skills: by jjs207uy



The National Theatre is an exciting place to work. In our three theatres on London’s South Bank and through
touring and National Theatre Live we present an eclectic mix of new plays and classics from the world
repertoire, with seven or eight productions in repertory at any one time. In addition, we offer Platforms,
backstage tours, foyer music, publications, education and participation activity, digital resources, exhibitions
and outdoor events – an all year round dynamic blend of creative performance.

We care passionately about the visitor experience encountered by each and every member of our audience
and aim to ensure that our staff match the quality of what’s on stage. We provide a proactive, friendly and
professional welcome to over 1.5m visitors each year and consistency and quality are our trademarks. We are
committed to:

        placing the visitor at the heart of everything we do
        sharing our enthusiasm and passion for what the National Theatre represents
        supporting and strengthening the theatre experience with great facilities and staff who care

How do you fit in? A strong customer focus is important as you will need to provide excellent service to our
visitors. Actively promoting the NT’s facilities and attractions to our customers, you will engage with a wide
range of people of all ages and backgrounds. They’ll expect the very best from you and so do we.

Core Responsibilities

        Act as an ambassador for the National Theatre by sharing the enthusiasm and passion it represents
        Demonstrate consistently high standards of service
        Always be warm, welcoming and approachable
        Take professional pride in how you look and how the theatre looks
        Have a thorough working knowledge of all our facilities, services and products, combined with the
         ability to promote and sell
        Help audiences and visitors find their way around and get the most out of their visit
        Take time to understand the NT from the customer’s perspective
        Pre-empt what customers need and provide an informed and tailored level of information and
         support, always aiming to exceed expectations
        Always look to find a solution to a problem and focus on the best outcome for the customer
        Actively seek customer feedback, provide a sufficient response and pass on appropriately
        Always look for ways to improve and actively feedback constructive ideas
        Support each other and the whole Front of House team to deliver a quality audience experience
         regardless of individual specialisms and departmental logistics
        To undertake any other duties as may be reasonably required for an efficient Front of House

General Responsibilities

        To comply with the National’s employment policies at all times (e.g. Equal Opportunities, Data
         Protection, Health and Safety etc)
        To undertake appropriate training and professional development as determined by your managers.

         August 2012
Job Title: Customer Service Assistant - Casual

Although you will have a primary ‘Home’ department, you may be scheduled to
undertake work across the Commercial Operations department according to
operational requirements. Specialist responsibilities will include:

   To be a proactive presence greeting, engaging with and directing customers; providing
    general information, managing queuing systems and audience movement during
    performance changeovers. To maintain crowd management before, during and after
    outdoor performances.

   To check tickets and monitor entrances to the auditorium, including seating latecomers.

   To operate the cloakroom, supervising the receipt and return of coats and bags.

   To keep counters fully stocked and looking attractive to maximise sales opportunities,
    confidently and proactively selling programmes, ice creams and other food/beverage
    products inside and outside all auditoriums, foyers and outside areas.

   To prepare and serve food/drinks to agreed standards.

   To keep your knowledge of product choices up-to-date and to maintain the tidiness and
    cleanliness of refreshment service areas, Foyers and outside areas.

   To manage money efficiently, operating till systems and assisting with the reconciliation
    of stock and monies from merchandise and drink sales as required.

   To report stock deficiencies, inferior products, losses and spillage to Supervisors.
   To replenish leaflet/guide stocks and actively distribute leaflets as required.

   For Hospitality Events duties, to assist colleagues with room set-up and reconfiguration
    and moving equipment or furniture as necessary.

   To be vigilant at all times and take appropriate action to ensure personal safety and
    security as well as that of customers and colleagues, to know the lines of communication,
    emergency procedures and to take action when necessary.

   To adhere to Licensing laws, Food Hygiene policy and regulations, Health and Safety
    policy and all general operational standards and procedures.

You may also be scheduled to work in the Shop, Tours and Information and Stage Door
areas. Training will be provided and a higher pay rate may apply. Details of the
specialist responsibilities in these areas are available on request from the Commercial
Operations HR Support team.

Person Specification – Customer Service Roles

   Excellent, confident communication skills are essential. You will need the ability to
    communicate clearly and confidently at all levels to both individuals and large groups.
   The ability to work under front line pressure whilst maintaining a professional approach
    to providing an efficient and effective service at all times.
   You will be a highly enthusiastic and motivated team player who can demonstrate a
    genuine passion and belief in creating and providing first class customer service
    alongside your colleagues.

August 2012
   Cooperation and collaboration skills are essential as you will be expected to be aware of
    the service the whole NT provides and proactively do your part to make it exceptional.
   Willingness to work across all FOH areas (training will be provided).
   You should have a positive and flexible approach to work and be able to adapt very
    quickly to new information and procedures. The NT is a fast-paced environment and you
    must be able to take responsibility for remaining updated and knowledgeable.
   You must be an approachable and welcoming person and take initiatives to ensure your
    customers are having the best possible experience whilst at the NT.
   A smart, well-groomed appearance is essential (basic items of uniform will be provided
    for some posts).
   Financial awareness including cash handling and high volume sales are highly desirable.
   Specialised previous experience in coffee shops (trained barista) is highly desirable.
   Specialised previous experience in a catering/bar environment is highly desirable.
   Specialised previous experience in retail is highly desirable.
   Personal skills and behaviours are just as important to us as work experience and you
    must be able to demonstrate those at all times.
   For some posts you must be able to assist the audience in any evacuation of the building
    which may require climbing many stairs.

Outline of Terms and Conditions

TITLE OF POST:                  Customer Service Assistant (CSA) - Casual

HOURS:                          All positions available are casual, so hours vary depending on
                                business needs. All shifts will be rostered over 5 days out of
                                7, including early mornings, late nights and weekends.
                                Premium payments apply to Sunday hours. You are required
                                to work at least 4 evenings each week and 2 weekends each
                                month. Evening shifts start at 5pm.

SALARY:                         £8.47 per hour.

ANNUAL LEAVE:                   28 days in the first year, including bank holidays, pro rata.

PROBATIONARY PERIOD:            20 weeks.

NOTICE PERIOD:                  1 week during probationary period, 2 weeks thereafter,
                                increasing with length of service (contracted posts only).

PENSION:                        The National Theatre operates a Stakeholder Pension
                                scheme with Legal & General, which you will be eligible to
                                join after 12 weeks of employment. As the terms of the
                                scheme are currently under review, you will be contacted by
                                the HR Department within 12 weeks of your start date with
                                information regarding the terms available to you.

                                  complimentary tickets for performances, subject to
                                   availability and staff ticket policy.

                                  Uniform, staff canteen, cycle-scheme, interest-free
                                   season ticket loan, childcare voucher scheme.

                                  discount on meals in the National’s two restaurants, the
                                   Mezzanine and the Terrace Café, subject to discount

August 2012
                                   Discount on the majority of books and play texts
                                    available from the National’s bookshop, subject to
                                    discount policy.

Application Procedure

Remember that these are positions in customer service and you must put the customer at the
heart of everything you do. You should have read the Job Description carefully, including the
Person Specification, and be confident that you can be an effective ambassador for the
National Theatre and provide excellent customer service. People expect good service but few
are willing to give it. If you are one of those few, we would love to hear from you!

Closing date: 12 noon Friday 7 September 2012.

Simply email fohrecruitment@nationaltheatre.org.uk stating your full name, telephone number
and which position (s) you are applying for. We will call you before or just after the closing
date to book an interview time for Monday 10 September.

    Please do not email again to avoid duplications. We will respond to all emails before the
      interview date. Emails received after 12 noon 7 September will NOT be considered.

When we call you will be asked to confirm that:

     You are available to work at least 4 evenings each week (evening shifts start at 5pm)
      and at least 2 weekends each month. Other shifts also include early mornings and
      late nights.
     You are available for an interview on Monday 10 September, and if successful you will
      attend a skills workshop on the morning of Thursday 13 September. If appointed you
      must attend our induction sessions on Monday 17 September and Tuesday 18

Please bear in mind:

     Times are allocated according to availability; you may not be able to choose a time.
     We will call you back to check that you meet all of the criteria above before we allocate
      you a slot.
     If you do not meet all of the criteria we will not be able to see you. Due to expected high
      volume of applicants we cannot make any exceptions this time.

      The National Theatre is committed to being an Equal Opportunities Employer
                                     August 2012

August 2012

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