Front of House and Guest Experience Officer
Employer: Surrey Heath Borough Council
Salary: £28,530 - £33,416 per annum
Location: Camberley Theatre, Camberley
Contract: Permanent
Working Pattern: Evenings/Flexible Hours/Full Time/Weekends
Hours: 37 h per week
DBS Check: Yes
Reference: EC/25/322765
Join Surrey Heath Borough Council and be part of an organisation committed to delivery through meaningful community engagement and excellent customer service. We have a friendly and supportive staff culture with people who want to help make a real difference in our community for everyone that lives and works here. We embrace a culture of innovation and creativity welcoming new ideas.
About the role
Camberley Theatre is seeking a Front of House and Guest Experience Officer to lead on customer relations and drive guest experience improvements and innovation. The successful candidate will be the primary customer service contact and will be responsible for managing direct communications with theatre customers and creating further engagement opportunities. They would lead on guest experience improvements, using feedback from customers and team members to continually improve the theatres performance. The post-holder should have a good understanding of accessibility and safeguarding as this will form an integral part of guest experience considerations.
Responsibilities
* Lead on customer relations and drive guest experience improvements and innovation.
* Act as the primary customer service contact, managing direct communications with theatre customers and creating engagement opportunities.
* Lead on guest experience improvements using feedback from customers and team members.
* Manage accessibility and safeguarding considerations in guest experience.
* Conduct regular Duty Management to ensure efficient and safe delivery of Front of House operations including box office, general stewarding, and bar service during shows and events.
* Shift patterns vary across daytime, evening, weekdays and weekends; applicants must have good availability to accommodate this pattern.
Qualifications
* Polite manner with calm and professional attitude.
* Interest in arts and/or events with excellent communication skills.
* Strong understanding of customer service within the ticketing/events industries.
* Strong understanding of safeguarding and accessibility legislation and ability to design for accessibility.
* Ability to pull key information from data to support business strategy.
* Good availability and flexibility in working hours.
* Supervisory experience and familiarity with Spektrix ticketing system is advantageous but not essential.
Benefits
23 days annual leave rising to 28 days after 5 years service, plus Bank Holidays
Generous local government pension scheme
Free parking for all employees
Payment of professional membership fee
Subsidised gym membership at local Places Leisure Centre
Savings from supermarkets, shopping, cycle to work schemes and holidays via My Staff Shop scheme
Laptop and mobile phone provided if applicable
Closing date
Sunday 5th October
Interview dates
Thursday 9th October / Monday 13th October
Contact details
For an informal discussion, please contact Kayleigh Stockley, Venue and Events Manager on 01276 707607
Commitment
Surrey Heath Borough Council is committed to equality of opportunity in employment and service delivery and welcomes applications from all sectors of the community. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff.
No agency calls please
NO AGENCY CALLS PLEASE
Equal opportunities
Surrey Heath Borough Council Working for Equality. We welcome applications from all sections of the community.
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