Customer Experience Team Member – Retail & Building Tours Focus
Deadline for applications: 12 noon, Friday 8th May 2026
Reports to: Duty Manager / Task Managed by Retail Manager
Location: Gateshead, The Glasshouse International Centre for Music
Working hours: 10 hours per week
Salary: National Minimum Wage + 12.07% holiday pay
Purpose of the role
To deliver excellent customer service while supporting the smooth day‑to‑day running of retail points and delivering engaging and informative building tours.
Responsibilities
Customer Service
* Welcome customers warmly and provide a friendly, helpful experience.
* Handle customer queries professionally and, when necessary, elevate issues.
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 support the main Customer Experience Team (CET) in roles such as coats desk, hall steward, and meet & greet member. You can pick up additional hours across all areas of the customer experience team.
Desired Skills and 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 organisational 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.
Additional Desirable Qualities
* 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 cover mornings, evenings, and weekends. Typically open days are Wednesday to Sunday with occasional Mondays and Tuesdays around scheduled events.
Commitment to Your Development
We will work closely with your manager to identify your training journey and help you develop the skills and knowledge needed to thrive in your role.
Diversity, Equality, and Inclusion
* We encourage a welcoming, inclusive, and diverse working environment where all backgrounds are valued.
* We welcome applicants from a wide range of experiences, including those who:
o Are D/deaf or have a disability, learning difficulty, or long‑term health condition.
o Describe themselves as neurodiverse.
o Grew up in a family receiving Universal Credit or state benefits.
o Have lived in council or social housing, or on the housing register.
o Have lived in sheltered accommodation or experienced homelessness.
o Experienced being in care at any point.
o Has been a refugee or asylum seeker.
o Are from the African, South, East and South‑East Asian, Middle East, Latinx or North African diaspora, or have experienced racism.
o … and many others.
* We do not discriminate on 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 Children, Young People and Adults at Risk
All staff are required to share our commitment to safeguarding and participate in relevant training. A safer recruitment process is in place, including background checks and disclosure of criminal records where necessary.
Right to Work
We welcome candidates who are already eligible to work in the UK or who can apply for a visa that does not require sponsorship. Proof of eligibility will be requested prior to receiving an offer.
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