Front of House Operative

Role summary

Provide excellent customer service as the first point of contact to visitors, productions, tenants, and staff to and within the Studio. Ensure visitors have the required access permissions by using and monitoring both Net2 and Sky-Visitor systems to ensure the site is secure. Provide management of incoming and outgoing mail using Omnipost system. Assist in covering Reception/Mailroom as required.

• To welcome and provide service excellence to our customers as they enter the Studios and as they use the mailroom/s services.
• Issue all appropriate security s for staff, tenants, productions and visitors, ensuring the correct level of access control with each .
• Provide all necessary vehicle passes or car park passes to staff, tenants, productions and visitors as directed by the studio management team.
• Ensure customers and equipped with knowledge and information regarding site locations and services to customers to enhance their customer journey including how to use services such as the customer service desk for cleaning, maintenance and site related issues.
• Develop and nurture good working relationships, being on hand to assist, advise and troubleshoot for customers regarding access control systems and site services.
• Monitor and check shared reception/mailroom inbox and teams chat to ensure all requests or queries are captured and managed efficiently, and that all stakeholders are aware.
• Be responsible for the look and feel of the front of house and mail service areas, providing a professional, tidy and safe workspace at all times.
• Log all works required inside and outside of your area of responsibility with the customer services helpdesk, such as any cleaning or maintenance requests.
• Work closely with the site security team, flagging any issues and fostering beneficial working relationships.
• Provide reports on visitor and customer numbers to Studio Management and catering, and Omipost system as required.
• Sorting, processing via Omnipost system and distributing incoming and outgoing mail and manage mailroom issues such as lost parcels, customer complaints regarding the mailroom to resolution.
• Manage the franking machine services.
• Assist with other functions as required by studio management team.

The above accountabilities take up most of their time, which is usually spent in the Studio reception area or mailroom. There is a need for forward planning but they usually operate day-to-day or task to task. There is some technical skill needed which can be trained on the job, but a customer service‑focused approach is essential for success. There is minimal supervision from line management, but minimal autonomy as most of the work is repetitive tasks where there is an established process to follow.

• GCSEs passes in Maths and English or equivalent
• Customer Service experience
• Working knowledge of Microsoft Office suite (Word, Excel, Teams and Power point)
• Excellent customer service and communication skills
• Able to manage a busy workload and prioritize tasks.
• People person who enjoys a challenge.
• Maintains a professional, customer focused attitude
• Flexible attitude to working hours to ensure there is cover at all main reception points at both Pinewood and Shepperton Studios.

• Previous reception, customer services or mailroom role desirable but not essential Experience of using bespoke in-house security systems, mail management systems or similar software
• Interest in the film and TV industry
• Able to commute between Shepperton Studios and Pinewood Studios on an ad hoc basis if required

• Role location:
  Pinewood Studios
• Competitive starting salary and discretionary annual bonus of up to 7.5% of salary.
• 25 days’ holiday as standard with the option to buy 5 additional days, plus English public holidays.
• Birthday leave, which gives employees an extra day annual leave to be used in the month of their birthday
• Pension scheme 5% employer contribution and 3% minimum employee contribution.
• Comprehensive private medical healthcare from Bupa, including cover for pre-existing conditions, dental and optical cover.
• Income…