Post of Customer Service Assistant Sales & Information Work Experience

Transcription

1 Work Experience Contents Job description 2 Person specification 4 How to apply and application timeline 5 Equal Opportunities Policy 6

2 Job Description Reporting to: Customer Service Team Leader Location: mac birmingham, Cannon Hill Park, Birmingham, B12 9QH Post Ref: WE S&I Principal Purpose of Post This is a key customer-focussed role for mac and is key to visitors experience and to the perception of the organisation. The Customer Service Assistants are responsible for; Providing a knowledgeable, efficient, friendly and professional service for the sale of tickets and services at mac Providing information to customers in a positive and friendly fashion by telephone, and in person Maintaining the aesthetic and professional appearance of all customer service aspects of the Sales & Information Centre and retail shop. Key Responsibilties to be a key point of information for all mac customers and visitors, ensuring that an excellent standard of service is offered to all and a positive and warm welcome is given at all times. to assist in the box office, selling tickets for events including theatre shows, courses and cinema screenings dealing with customer enquiries about the mac programme. to print tickets for collection or posting out to customers to assist with the retail shop, promoting stock through visual merchandising, re-stocking the shop and helping with deliveries. to show visitors to rooms in mac, and use the electronic room booking system (Artifax) ensure Data Protection Legislation is complied with at all times in respect of customer records to assist in obtaining donations and gift aid declarations with ticket sales to deal with customer comments efficiently and professionally to log and report all lost property to assist the department with parcel deliveries to use the tannoy system to make announcements for shows and events to undertake general office duties including photocopying, filing or tidying up the work area. Equal Opportunities & Diversity All staff are expected to further, promote, and ensure the implementation of, the equal opportunities policies of mac. Note This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time. October

3 Person Specification A person specification describes the areas of knowledge, skills and experience a person should possess in order to take up the post. Skills and Experience The ability and willingness to develop excellent customer services skills A positive, constructive and helpful attitude to others Excellent interpersonal, diplomatic and general communication skills An understanding of the importance of good internal and external customer relations The ability to have a flexible and positive approach when dealing with complaints and difficult situations The ability to work well within and support a strong team ethic The ability to motivate yourself for the duration of your shift A willingness and aptitude to understand, promote and retain information regarding mac s programme and schedule of events Excellent time keeping October

4 Summary of Terms and Conditions Hours of work: To be agreed Length of placement: one week How to Apply To apply for this post please complete the attached application and monitoring forms. Applications may be sent electronically to: They may also be sent by post to: HR Manager, mac, Cannon Hill Park, Birmingham, B12 9QH Deadline All applications must be received no later than 12 noon on Friday 3 March Late applications will not be considered. Short-listing Shortlisted candidates will be informed at the latest by Friday 10 March Interviews Shortlisted candidates will be invited to interview week commencing 20 March It is recommended that all students have another option in place if they are unsuccessful. October

5 Equal Opportunities Policy (Extract) mac is an organisation committed to working towards Equal Opportunities for all and is determined that both in its provision of services and as an employer it will seek to ensure equality of opportunity. As regards provision of services, policies and procedures will be designed not to discriminate either intentionally or unintentionally against any group or individual. mac will also seek to respond to any special needs experienced by particular groups. As regards employment this principle will apply to the recruitment, training, pay, conditions of employment, work allocation, and promotion of all mac's staff. mac will also make use of relevant legislation which allows for initiatives to encourage underrepresented groups to apply for posts. mac will seek to spread these principles to all its users. To ensure the successful implementation of his policy, mac regularly monitors its staff and management, and consults with the Board and other groups as appropriate. mac s Services and Programmes mac's Policy Statement states that in its policies, programme and management mac seeks to: reflect the wide diversity of cultures represented by people in the region reflect the aspirations, needs and concerns of disadvantaged and minority groups demonstrate awareness of the social, political and economic context for cultural activities strive for excellence in arts practice, education, presentation, management and service provision. In creating opportunities for all levels of ability and experience, mac makes deliberate efforts to attract those people who traditionally might have felt excluded from arts activity. Programming decisions include positive consideration of multi-cultural opportunities, the development of facilities and activities for people with disabilities, representation of the lesbian and gay community and women's programmes. mac's partners It is an important plank of mac's policy to work in partnership with others. Equal Opportunity considerations are applied to the consideration of such partnerships and the projects initiated. October