Customer Experience Team Members

Part of the Customer Experience team, you will report to the Customer Experience Manager, Deputy Customer Experience Manager, Duty Managers and Supervisors on shift.

You will work alongside Security and Box Office Staff at the entrance to the venues, some of your tasks may overlap and we always work together to ensure the customers experience is the best it can be.

You will be working at Richmond Theatre, a beautiful, 126 year old venue, which hosts a variety of performances throughout the year, including plays, musicals, dance, opera, talks, and the annual pantomime.

This is a varied role which involves working in all areas of Front of House including welcoming customers, scanning tickets, serving drinks and snacks behind the bars, selling merchandise, selling ice cream and programmes in the auditorium, and showing people to their seats.

Evening and weekend availability is essential for this role.

We are currently looking for Seasonal Fixed Term Customer Experience Team Members - availability between 5th December 2026 and 3rd January 2027 is essential, and availability from 13th November 2026 is ideal. Candidates that are able to work 3 of the 4 following dates will be strongly preferred: 24th December, 26th December, 28th December and 31st December.

This is a Fixed Term Contract until 3rd January 2026, but there may be the opportunity for it to become permanent at the end of this period.

Please note, your role may involve working with children or vulnerable people.

Key responsibilities

Greet and engage with audience members, ensuring they feel genuinely welcomed to the venue and treated appropriately as an important and valued customer.

Answer audience queries, ensuring that they can access timely and useful information and guidance when they need it.

Maintain up to date knowledge of the venue, current and upcoming shows, products and other information relevant to customers and to recommend additional products and services as appropriate.

Proactively suggest and sell products including food and beverages at the bar or through Delivered at Seat (DAS), merchandise, programmes or packages, ensuring an engaging sales approach to customers that encourages further purchases.

Know and understand our sales targets and to work to exceed them.

Ensure the accurate and safe handling of cash and stock in line with company procedures.

Proactively identify risks to customer or staff health, safety or security and take appropriate actions to keep everyone safe. Ensure company Risk Management policies and guidance are complied with.

Work collaboratively as a team member, working well with others to ensure all required tasks are completed.

Proactively identify tasks which need to be done and take responsibility for completing them.

Your skills, qualities, and experience

If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. All relevant training will be provided.

The essential criteria of a great member of the team are

Understand the impact of the role on the customer experience and its importance to the company.

Have a great work ethic and care about quality.

Be observant and focused on the customer.

Relate well to others.

Communicate effectively.

Be proactive, decisive and get things done.

Think creatively.

Have ambition and drive.

Have a flair for sales.

ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

THRIVE doing what we love (with passion and dynamism)

CONNECT through every act (with collaboration and kindness)

DARE to do different (with curiosity and courage)

PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.

Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.

Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You'll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.