Customer Service Assistant (CSA) –

30 or 20 hours per week 12-month contract / or permanent

REPORTS TO: Department Manager

LOCATION: National Theatre

OVERVIEW

NT Food and Drink, a partnership formed between Levy UK & I (part of Compass Group), KERB Events and the National Theatre, enhances the experience of visitors to the NT. Through delivery of great hospitality across the building and with a wide range of venues from Espresso bars, cafes, theatre bars or pubs and restaurants, whether theatre-going or not, we’re able to meet the needs of our guest and add to their experience of visiting this iconic venue.

AREAS OF RESPONSIBILITY

· To act as the public facing branch of NT Food and Drink partnership.

· Ensure professional service is given to all, including members of the public, colleagues and stakeholders.

· Ensure you are up to date with the latest information such as:

product knowledge, current shows, location of areas, offers and promotions, opening times etc

· Pre-empt what customers’ needs and provide an informed and tailored level of information and support, always aiming to exceed expectations.

· Always look to find a solution to a problem and focus on the best outcome for the customer.

· Actively seek customer feedback, provide a sufficient response and pass on appropriately.

· Always look for ways to improve and actively feedback constructive ideas.

· Support each other and the whole team to deliver an excellent experience regardless of individual specialisms and departmental logistics.

· To keep displays fully stocked and looking attractive to maximise sales opportunities.

· To prepare and serve food and drinks to the correct requirements, following all policies.

· Maintain the tidiness and cleanliness of service areas, and outside areas.

· To operate till systems and manage payments efficiently.

· To report stock deficiencies, inferior products, losses, and spillage to Team leaders.

· Assisting colleagues with venue set-up and moving equipment or furniture as necessary.

· To always comply all company’s policies and standards operational standards procedures. (e.g., Licensing Laws equal opportunities, Data protection, Health and Safety, Food and Hygiene etc.)

· To be always vigilant and know the lines of communication and emergency procedures, taking appropriate action to ensure personal safety and security as well as that of customers and colleagues.

· To undertake appropriate training and professional development as determined by your managers.

· To undertake any other duties that are reasonably required of you.

PERSONAL SPECIFICATION

● Experience of working in a similar role and ready to hit the ground running.

● Excellent communication skills

● Ability to work under pressure while maintaining a professional and personable approach.

● Excellent customer service skills.

● Having and creating clear processes to ensure deadlines are met and control processes are always in place.

● Awareness of COSHH

● Knowledge of EPOS and procurement systems (Desirable)

● Flexible – you will be required to work evenings, weekends, and bank holidays.

● Excellent, confident communication skills are essential.

● You must be an approachable and welcoming person and take initiatives to ensure your customers are having the best possible experience.

● The ability to work under pressure whilst maintaining a professional approach and always providing an efficient and effective service.

● You will be a highly enthusiastic and motivated team player who can demonstrate a genuine passion in creating and providing first class customer service alongside your colleagues.

● You should have a positive and flexible approach to work and be able to adapt very quickly to new information and procedures.

● A smart, well-groomed appearance is essential (basic items of uniform will be provided)