To deliver excellent customer service while supporting the smooth day‑to‑day running of retail points and delivering engaging and informative building tours.
Responsibilities
* Welcome customers warmly and provide a friendly, helpful experience.
* Handle customer queries professionally and, where necessary, escalat[e] issues.
* Process sales efficiently using the till and card payment system.
* Replenish stock as needed, carry out stock rotation and date checks, and report damaged, missing or incorrectly labelled stock.
* Keep shelves and stock clean, unpack deliveries, label stock and set up displays to maximise presentation and sales.
* Welcome visitors and deliver guided tours in a friendly and confident manner, sharing accurate and interesting information about The Glasshouse.
* 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.
Additional Responsibilities
* Train and collaborate as part of the main Customer Experience Team (CET) including coats desk, hall steward and meet & greet roles.
* Pick up additional hours across all customer experience areas as needed.
* Work mornings, evenings and weekends, with open days Wednesday to Sunday and occasional Mondays and Tuesdays.
Qualifications & Skills
* 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; confident speaking to groups of varying sizes.
* Interest in music, arts, culture or local history.
* Previous retail and merchandising experience preferable but not essential.
Desired Attributes
* Reliable and punctual.
* Positive attitude with a willingness to help others.
* Flexible and able to work during busy periods calmly.
* Proactive with a strong work ethic.
Diversity, Equality & Inclusion
The Glasshouse encourages a working environment that is welcoming, inclusive and diverse. We are an equal‑opportunity employer and welcome applications from all backgrounds, including those who have experienced:
* Disability or learning difficulties.
* Neurodiverse conditions such as dyslexia, ADHD or autism.
* Growing up on Universal Credit or in social housing.
* Experiences of homelessness or living in sheltered accommodation.
* Being in care at any point.
* Being a refugee or asylum seeker.
* Being from any ethnic or cultural group.
We do not discriminate on the basis of race, colour, religion, gender identity, sexual orientation or expression, age, disability or any other protected characteristic as outlined in the Equality Act 2010.
Safe Recruitment
We conduct a robust safeguarding framework and continuous assessment to support safer working practice across the workforce. All roles require a safer recruitment process including background checks.
Right to Work
Candidates must be eligible to work in the UK or have a visa that does not require sponsorship. Proof of eligibility must be provided before an offer is made.
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