Team Member

At the Picturehouse Cinemas Customer Care department, we handle email and phone enquiries from customers and members from our 26 Picturehouse cinemas across the UK. Based above the Ritzy Picturehouse in Brixton, we deliver a personalised, comprehensive service in a close-knit collaborative team.

• You will be the first port of call for all queries, ensuring a professional impression of Picturehouse at all times.
• You will provide a friendly and efficient service to customers, including providing a specialist accessibility and membership support service.
• You will be proactive in responding to complaints, resolving queries and escalating when necessary.
• You will keep a high standard of punctuality and be familiar with your own rota. We expect a flexible work pattern, available in ad-hoc scenarios.
Main Duties
• Use of IT systems, including Vista, Horizon Contact, and Freshdesk CRM systems.
• Taking calls from the public, ensuring that the phone calls are always answered promptly.
• Ensure that all customer emails are replied to that are assigned to you.
• Be knowledgeable on Picturehouse activities, membership schemes, and special events.
• Comply with data protection guidelines and PCI compliance.
• Ensure that all relevant information is communicated speedily and accurately in a way that ensures that the information is received and easily understood.
• Undertake any other relevant duties or reasonable request as requested by any member of the management team.
  
  Passionate about excellent customer service
• Confident in communication with customers and colleagues by phone and email
• Proficient in IT systems
• Works effectively as part of a team
• Adaptable and flexible to changing circumstances
• Resourceful and able to work under pressure
• Available to work at key business times i.e. evening and weekends
Desirable
• Experience in a service or hospitality related industry
• Experience in administration and/or a call centre workplace
• An interest in and knowledge of film and Picturehouse's programming
  
  At Picturehouse, we love cinemas. Nested in the heart of their neighbourhoods, each of our 28 cinemas are distinct, welcoming, full of personality and run by welcoming and attentive staff. We don't just screen excellent films. We provide places to eat, meet and relax and host a busy calendar of events for everyone to explore.
You can find out more on our company purpose and staff benefits online: https://www.picturehouses.com/our-people-our-purpose