English National OperaCustomer Success Team Member (casual)

About ENO

English National Opera is founded on the belief that opera of the highest quality should be accessible to everyone.    At ENO opera is theatre; expressing drama through the unique combination of music, text, dance, and design. We sing in English and believe that singing in our own language connects the performers and the audience to the drama onstage, and enhances the experience for all.    We collaborate across contemporary art forms, to reflect the growing diversity of our culture. And we take a fresh approach right across the repertoire, from baroque to contemporary, as well as commissioning new works as part of our commitment to the future of the art form. We bring our productions to the widest possible audience, whether at the London Coliseum, nationally or internationally. We make our work accessible by offering a large proportion of tickets at affordable prices, and by distributing it widely on screen and via digital media.  We also aim to introduce completely new audiences to the magic of opera through stimulating and creative learning and participation programmes.  We are a national company of internationally recognised standard. We nurture talent across the entire company, whether on-stage, backstage, or in the pit. We provide a platform for young singers to develop global careers.

Our vision is to be synonymous with making great opera accessible to the widest and most diverse audiences. We will continue to forge ground-breaking collaborations across art forms, and our world-class productions will inspire, surprise and captivate. We will be recognised as the national centre of excellence for developing opera, and as the benchmark for nurturing new talent. We will reach out to communities who might think opera is not for them.

We will tell the world’s most timeless stories, unforgettably.

London Coliseum

The London Coliseum is the Home of English National Opera (ENO). Each year we stage a diverse range of world class work including; twenty five weeks of ENO productions as well as, dance, musical theatre and cinema with live music events from visiting companies.

English National Opera Customer Success Team Member (casual)

Department: Front of House Reporting to: House Manager/ Assistant House ManagerLine Manager: Assistant House ManagerSalary: £9.75 p/h

The Role

Provide a safe and secure site for visitors and staff To ensure all visitors experience a brilliant and warm welcome through immaculate

presentation of public areas and outstanding customer service. Maximise productivity through establishing a well organised and knowledgeable

experience for all visitors Making the site accessible for all visitors and building effective relationships with

colleagues and customers

Main Responsibilities:

Customer Success

Welcome visitors from all backgrounds in friendly, approachable and courteous manner as well as ensuring all visitors experience unlevelled customer service

Act as a valuable resource to all visitors giving correct directions, accurate information and effective assistance

Engage with customers proactively using a creative approach to their engagement and making the venue accessible

Ensure an efficient resolution to all visitor and staff feedback with the ability to see potential issues before they arise

Collaborate and communicate with other departments and support colleagues to ensure a coherent and persistently positive visitor journey

Proactively find opportunities to interact with visitors and encourage visitors to explore to help create a sense of belonging to ENO’s cultural offer

Assist customers with Access requirements accompanying them to their seats and with movement in and out of the auditorium

Be familiar with ENO’s mission and visiting companies productions where required

Safety and Evacuation

Present up to date knowledge of ENO’s fire, safety and evacuation procedures and be ready to implement procedures if necessary

Give clear and confident directions to visitors in order to facilitate a smooth emergency exit before or during any activity at the London Coliseum

Identify possible safety and security hazards for visitors, colleagues and yourself and report

immediately as appropriate

Appearance

Ensure all Front of House areas and auditorium are presented at highest possible standard to establish a friendly and hospitable atmosphere for visitors

Provide hands on support to ensure our Front of House spaces are tidy and clean

Present the highest standard of professional appearance and dress. This entails wearing the correct dress code, making sure your uniform looks clean and ironed, and the use of positive, open and professional body language.

To assist in clearing ice cream and other litter as required To appear on stage for the presentation of bouquets where required

Productivity

Solve visitor and site issues that potentially could delay successful customer relationship building and service. Aspire to resolve problems quickly and prevent escalation using flexible communication strategies suiting a diverse audience

Establish positive relationships both with colleagues and Supervisors to achieve efficient workflow

Collaborate with departments and share your knowledge of procedures, expectations and best practice with new members of staff

Maximise sales by creating attractive merchandise displays and being proactive

Areas of work

Foyer spaces Security: conduct a pre-performance check of your assigned area and make sure all

toilets are clean and safe to use. Look out for unattended items and report to security if required. To collect, hand in and store any lost property.

Tickets : carefully check tickets and ensure that that all visitors came for the correct performance, date and time. Redirect if necessary

Information point : process park tickets, give direction and give any kind of assistance that may be required

Doors : welcome visitors at exterior and interior doors where required Latecomers : To give a fast and efficient service to latecomers who may be agitated,

directing them to the TV monitors or boxes as appropriate. Lift assistance: operate the lift and bring customers to their seating levels. Inform

visitors about facilities and bar locations before they exit the lift

Cloakroom

Provide fast cloakroom service to visitors at any time by checking in coats, bags and other items as well as returning them safely after a performance following correct procedures. Providing a safe and secure cloakroom to our visitors by ensuring no unauthorised access is given at any time.

Sales and Stock room

Collect and count allocated stock (programmes, ice creams, merchandise, opera glasses and other) as well as collect, count and reconcile cash floats from the time advised before the performance or interval.

Report any broken or damaged equipment that could potentially hinder sales Account for and deposit cash with the Supervisor responsible for Accounts. Accurately

handle money and stock. Process credit card sales using PDQ machines and follow ENO’s data entry procedures

Maximise sales by creating attractive merchandise displays and briefing staff on selling techniques

Assist to prepare stock and sales trays in the stock room to ensure all sales are running smooth before, during and post-performance

General

Any other duties within the role that may occur as requested by the Duty Manager or House Management

Eating, drinking, smoking and the use of mobile phones are not allowed whilst in uniform or any public areas associated with ENO.

Person Specifications

Good timekeeping with the ability to work flexible shifts, weekends and evenings on a consistent reliable basis

Experience in working in a demanding customer services environment, exceeding customer expectations

Experience in a retail and/or FOH sales environment along with the ability to handle cash and credit card sales as well as good arithmetic/numeracy

Confidence to be visible when in uniform and to guide visitors with Access requirements

Ability to work in a theatre that may involve some lifting and manual handling as well as steeply racked stairs.

Excellent verbal and telephone communication skills Ability to work as part of a large team in a supportive an collaborative manner Knowledge of and enthusiasm for opera, theatre or the arts in general

Confidentiality

All information concerning staff, patrons, productions and other ENO business, the disclosure of which could be detrimental to the company, must be held in the strictest confidence and may not be divulged to any unauthorised person at any time. A breach of confidentiality will result in disciplinary action being taken in accordance with ENO’s disciplinary procedure and may lead to dismissal.

Data Protection

Computer information should only be accessed if this has been authorised and is necessary as part of the post-holder’s work. Unauthorised action will be dealt with in accordance with ENO’s disciplinary procedure and may lead to dismissal. The post-holder’s attention is also drawn to the Data Protection Act 1984 and the Computer Misuse Act 1990.

Health and Safety

The post-holder has personal responsibility for safety as outlined in the safety policy and the Health and Safety at Work Act 1974.

Equal Opportunities

The post-holder will be required to abide by ENO’s policies on Equal Opportunities.

Code of Conduct

The post-holder will be required to act in accordance with ENO’s Code of Conduct whereby everyone shall be treated in a professional and courteous manner and with full regard to the avoidance of discrimination, consistent with current equal opportunities employment legislation.

To apply:

Please send your CV with a covering letter detailing why you are interested in applying and why you feel your experience would be suited to the post to personnel@eno.org