Overview
Job Advert
Customer Experience Team Member – Retail & Building Tours Focus
Location: Gateshead, The Glasshouse International Centre for Music
Working hours: 10 hours per week
Salary: National Minimum Wage
Deadline for applications: 12 noon, Friday 8 May 2026
About The Glasshouse International Centre for Music
We’re a place where you can hear rock legends or pop icons on the same night as folk trios or opera singers. Where new musicians are nurtured and showcased on the same stages as platinum- selling performers. And where youth choirs and tambourine- shaking toddlers practice in the same spaces as our acclaimed orchestra Royal Northern Sinfonia.
Whether you’re front of house, waiting in the wings or keeping things running behind the scenes you will be part of a team that means 2 million people enjoy top – notch gigs, concerts and classes in our own venue at Gateshead Quays, out in communities across the North East and through live- streamed performances and digital lessons.
About you
Are you self-motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this sounds like you, read on to find out how you can hit the ground running.
Purpose of the role
To deliver excellent customer service while supporting the smooth day-to-day running of retail points and deliver engaging and informative building tours.
You’ll be responsible for
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Customer Service
* Welcome customers warmly and provide a friendly, helpful experience.
* Handle customer queries professionally and escalate issues where necessary.
Retail
* Process sales efficiently using the till and card payment system.
* Replenish stock as needed
* Carry out stock rotation and date checks
* Report damaged, missing, or incorrectly labelled stock.
* Keep shelves and stock clean
* Unpack deliveries and label stock
* Set up and rearrange displays when requested to maximise presentation and sales.
Building Tours
* Welcome visitors and deliver guided tours in a friendly and confident manner.
* Share accurate and interesting information about The Glasshouse, its history, performances, spaces, and community work.
* Answer visitor questions and provide excellent customer service throughout the tour.
* Ensure the safety and comfort of all guests during the tour.
* Adapt tours for different audiences, including schools, groups, and VIP visitors.
* Represent The Glasshouse positively and professionally at all times.
In addition
You will also be trained to be part of our main Customer Experience Team (CET) including the roles of coats desk, hall steward, and meet & greet member. You can pick up additional hours around your contract across all areas of the customer experience team.
Skills & knowledge
* Excellent communication and customer service skills.
* Friendly, approachable, and confident manner.
* Ability to work independently and as part of a team.
* Good attention to detail and organisation skills.
* Public speaking and presentation skills essential
* Confident speaking to groups of varying sizes
* Interest in music, arts, culture, or local history.
* Previous retail and merchandising experience preferable but not essential
It also helps if you are
* Reliable and punctual.
* Positive attitude with a willingness to help others.
* Flexible and able to work busy periods calmly.
* Proactive with a strong work ethic.
Working Hours
Shifts will include mornings, evenings and weekends. Usually open days are Wednesday to Sunday with occasional Mondays and Tuesdays around scheduled events.
But don’t worry if you’re not a perfect match for the job description and criteria, we’d love you to apply anyway. We are more interested in your determination, positivity, and willingness to get stuck in.
Our commitment to your development
At The Glasshouse, we’re always learning. And we know that when it comes to training, everyone is different. So, you’ll work closely with your manager to identify what your training journey will look like. If you have a specific interest or you would like to develop your skills in a certain area, we want to hear about it.
This may be through gaining a qualification, on-the-job training or learning within your team, but whatever path you take, through training and support, we’ll help you develop the skills and knowledge you need to thrive in your role.
Diversity, Equality, and Inclusion
At The Glasshouse, we encourage a working environment that’s welcoming, inclusive, and diverse. Different backgrounds, views and experiences are valued so everyone can be themselves.
Our venue and programmes are for everyone, so we want to make sure this opportunity is available to everyone, no matter your background or the challenges you’ve faced.
For example, we would love to hear from you if you:
* Are D/deaf. Have a disability, learning difficulty or significant long -term health condition which affects your daily life
* Describe yourself as neurodiverse (this might include dyslexia, dyspraxia, dyscalculia, ADHD, autistic spectrum, and others)
* Grew up in a family receiving Universal Credit or state benefits
* Have ever lived in council or social housing or been on the housing register
* Have ever lived in sheltered accommodation or experienced homelessness
* Experienced being in care at any point in your life
* Have been a refugee or asylum seeker
* Are from the African, South, East and South–East Asian, Middle East, Latinx or North African diaspora, or have experienced racism
* These are some common examples of challenging circumstances but there may be others. Everyone is welcome to apply.
* We do not discriminate because of race, colour, religion, gender or gender identity, sexual orientation or expression, age, disability or any other protected characteristic as outlined in the Equality Act 2010.
Safeguarding
Safeguarding children, young people and adults at risk: We are committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all of those that work with us to share this commitment. We operate a robust safeguarding framework and continuous assessment and development to support safer working practice across our workforce. Our roles are subject to a safer recruitment process which includes relevant background checks and the disclosure of criminal records, sanctions, and investigations where appropriate.
Right to Work
We welcome applications from candidates already eligible to work in the UK or those that can apply for a visa granting permission to work in the UK (e.g. dependent visas, ancestry etc.) that do not require sponsorship. You will be asked to share proof of this prior to receiving any offer of employment.
Our application process
Closing date for applications: 12 noon, Friday 8 May 2026
Interview date: Tuesday 19 May 2026
We understand that interviews can be a nerve-racking experience. We want you to feel comfortable so you can be yourself and shine, so if you have any questions about the role or the application process, please get in touch.
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