Customer Service Host

£13.01 per hour

Sunday, 1 November, 2026

Do you have a flair for sales and are enthusiastic about delivering outstanding experiences to customers with excellent service?

We're looking for confident, energetic and sales-driven individuals to join us as Customer Service Hosts at New Theatre Oxford.

The Customer Service Host delivers an enhanced level of customer service during Box Office Counter opening times. They provide information about the production, the theatre, and the local vicinity while optimising sales and acting as the sole point of contact for Ticketing queries. You will also work alongside our Customer Experience and Security Teams, collaborating on greeting, ticket scanning and customer safety.

Some of your tasks may overlap with theirs and we always work together to ensure the customers experience is the best it can be.

The Customer Service Host has to have a keen focus on optimising the opportunity of on-the-night sales, and by liaising with the Customer Experience department, offer support for packages or experiential bookings that have been made in advance. The Customer Service Host is responsible for the Ticketing operations for the performance, proactively handling enquiries and problem solving with a high level of efficiency and accuracy and processing an anticipated decreasing number of on-the-night, in-person ticket sales.

It is also essential they have excellent knowledge of any corporate partnerships the theatre has cultivated with local businesses and they are able to confidently offer recommendations.

We are looking for people who will have a collaborative approach to their work, ensuring smooth communication with all theatre departments, visiting companies and producers and are an exemplary representative of the theatre by being pleasant and collaborative in their approach to their day to-day work, liaising and communicating effectively with anybody and everybody that they come across.

Please note, this role may require you to work with children and vulnerable people.

This list of duties is provided as an example of the services we will offer to patrons who request a more bespoke experience, where time constraints allow and only in addition to the primary ticketing roles being fulfilled.

• Be responsible for resolving customer issues, and initiating corrective action, acting as the responsible person and primary point of contact for customers. Keep up to date records of incidents and progress for fellow colleagues.
• Provide customers with information on packages, offers or activities to enhance their visit, such as restaurant recommendations, travel arrangements or hotel bookings, and make bookings on their behalf if requested.
• As dictated by your manager, at the beginning of relevant shifts to compile a list of any customers attending that performance who may be booked in as Members, Lounge guests, corporate guests, group bookings or other, and contacting them ahead of their arrival that they may be offered a personal welcome and an extra level of assistance for their visit.
• During times when the Customer Service Host service is not required or in low demand, take on Front of House responsibilities as directed/requested by the Customer Experience Duty Manager at the time.
• Provide support for any Access patrons that may be attending on the night. Stay up to date with ATG Entertainment’s Access membership scheme and requirements of access performances.
• Brief the relevant Customer Experience staff regarding any interval or post-show arrangements that have been made for customers, ensuring the premium customer experience continues through to the end of the performance.

• To sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Entertainment Company and Venue guidelines and to administer all payments accurately to maximise sales and minimise loss.
• Facilitate on-the-night upgrades across tickets, packages and other offers as directed by the Ticketing and Sales Manager, ensuring that regular reporting is maintained.
• Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets.
• Support the implementation of new technologies by central Ticketing and IT teams as directed by the Ticketing and Sales Manager or their Deputy.

• To complete the relevant end of day banking procedures, including recording daily Box Office takings, and dealing with…