Customer Relations Advisor

Customer Relations Advisor

Job description

Job title:                                             Customer Relations Advisor

Business unit:                                    Box Office/ Ticketing

Responsible to:                                  Customer Relations Supervisor

Key internal contacts:                       Box Office Operations Manager

                                                            Box Office Supervisors

                                                            Access and Education Officer

About Nimax Theatres

Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, sohoplace, which has a close operational relationship with Nimax Theatres.

Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal team founded on respect.  We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

About this role 

To work as part of a team to deliver a first class service and high standards of customer care.

Key duties and responsibilities

Customer Relations / Call Centre Duties

• To assist customers with purchasing tickets and managing their orders on the phone, via email and online.

• Assist with Access and general enquiries about facilities, activities and events.

• Be familiar with all information pertaining to current and future performances.

• Process redeemed SOLT Theatre Tokens.

• Capture patron details in compliance with data protection policies and systems.

• Batch print and despatch tickets

• Cross sell theatre tickets within the Nimax Theatres group in line with the Company’s procedure.

• Attend in house and externally organised training sessions as required by the Company

• Exercise total confidentiality, discretion and integrity regarding information acquired as a result of the position held in the ticketing department.

• To cover Box Office across the group as and when required.

Health and Safety

• Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and policies.

• Participate in and comply with arrangements laid out in Fire Risk Assessment and Evacuation Plan including training and rehearsal drills.

Person specification

• Essential
  • Exceptional communication and customer service skills
  • Excellent time management and experience working to deadline
• Desirable
  • Experience in a theatre environment – West End or Regional
  • Knowledge/use of NLiven or similar Ticketing Software

Key Terms:

Salary: BECTU pay rates apply

Hours:  40 hours per week – 4 x 10 hour shifts, Monday-Sunday

Please submit a CV and covering letter outlining your suitability for the role. 

Closing date: 16th June 2024 at 11:59pm.

Interviews will be held week commencing Monday 24th June 2024.              

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.

We reserve the right to close the application process early if we receive a very high number of applicants so interested candidates should please apply asap. If you have not heard from us within 14 days of the deadline please assume you have not been successful on this occasion.