Customer Experience Team Member

Customer Experience Team Member (Fixed Term, Seasonal)

You’ll report to the Customer Experience Manager. You will also work closely with the Deputy Customer Experience Managers, Assistant Customer Experience Manager and the Duty Manager on shift. You’ll work as part of a team of Customer Experience Team Members. You will work on Bars, Kiosks, inside the auditorium and alongside Security staff at the door of the venue.

This is a varied role which involves working in all areas of the front of house operation. Evening and weekend working is essential to this role.

• Greet and engage with audience members, ensuring they feel genuinely welcome to the venue and treated appropriately as an important and valued customer.
• Answer audience queries, ensuring that they can access timely and useful information and guidance when they need it.
• Maintain up to date knowledge of the venue, current and upcoming shows, products, and other information relevant to customers and to recommend additional products and services as appropriate.
• Proactively suggest and sell products including food and beverages at the bar or through other points of sale, merchandise, programmes or packages, ensuring an engaging sales approach to customers that engages further purchase.
• Know and understand our sales targets and to 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 everyone safe. Ensure company Risk Management policies and guidance are complied with.
• Work collaboratively as a team member, working well with others to ensure all required tasks are completed.
• Proactively identify tasks which need to be done and take responsibility for completing them.

• Be over the age of 18
• Be passionate about theatre
• Be driven to deliver excellent customer service
• Relate well to others
• Communicate effectively
• Value the importance of teamwork
• Think creatively

• Previous bar experience
• The ability to speak a second language, including BSL
• Knowledge of different accessibility needs
• A passion for visual merchandise
• An interest in sustainable practice

This role is predominantly evenings and weekends and only those with availability during evenings and weekends will be considered. We will be offering a minimum of 5 shifts per week over the Christmas period, so candidates with this availability are preferred. Candidates should have good availability in the Christmas period between the 19th of December and 3rd of January.

This role will be fixed term from October 5th 2026 until January 13th 2027, with potential to stay on after.

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)

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.

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…