Casual Customer Experience Team Member – Civic Theatre

Job No: CN2478

Location: Newcastle

Employment Status: Casual

No. of Vacancies: 11

Closing Date: 26 Apr 2021 AEST

• Ensure an exceptional customer experience at Newcastle’s iconic Civic Theatre.
• 11 x casual employment opportunity.
• Varied shifts over days, nights and weekends – availability to work on short notice required.

City of Newcastle (CN) is currently seeking customer-focussed Casual Customer Experience Team Members to join the team at the iconic Civic Theatre and Playhouse.

Working as part of our broader Civic Services service unit who manage key City of Newcastle venues and cultural facilities such as Newcastle City Hall, Fort Scratchley Function Centre and Barracks, and the Newcastle Visitor Information Centre, in addition to the Civic Theatre, the team is passionate about Newcastle, its culture, and the venues they look after, all with the view of benefitting the greater community.

As a Casual Customer Experience Team Member, you’ll work collaboratively within the team to provide our customers with a first-class live experience. Your primary objectives will be creating a safe, welcoming environment and ensuring seamless service delivery. Together the team ensures that from arrival at the venue, all services provided to members of the audience are delivered at the highest possible standard, and that customers have the best possible experience.

Key responsibilities will include, but are not limited to: checking tickets and welcoming audience members, providing an exceptional customer experience; answering queries and providing directional advise to audience members; assisting in driving ticket sales; assisting with event set up; and ensuring the venue front of house is well-presented at all times.

These are casual positions working in one or more of a range of roles within Customer Experience team. We highly encourage you to view the attached Position Description and Duties Statements - Customer Experience which describe the duties related to each available role:

• CX Team Member, LTCA 2 – 3
• CX Team Member (tours), LTCA 3 – 5
• CX Team Leader, LTCA 6 – 7

At CN our people are valued and have access to a range of benefits that help balance life at work and at home. These include flexible working arrangements, professional development opportunities and health and wellbeing programs.

The essentials you’ll need:

• A well-presented, positive and hands on attitude using a flexible approach in order to provide the best visitor experience with proven
• ability to assist customers in a helpful, courteous and confident manner and to stay calm under pressure.
• A collaborative and problem-solving approach to your work, open to learning and always looking for ways to improve service delivery.
• An active team worker with the ability to establish good working relationships and to support and co-operate with others.
• Computer literacy, numeracy and experience in money handling.
• Effective written and verbal communication skills, pleasant and cooperative demeanour and professional presentation.
• A commitment to providing the best possible outcomes for customers and the Theatre.
• Available to work shifts during the day, night and over weekends as well as flexibility to work a broad span of hours and at short notice where required.
• Interest in live performance, theatre or similar.
• Valid Working with Children Check (WWCC).

Other valuable skills you have:

• Responsible Service of Alcohol (RSA) certificate.
• Experience in the smooth operation of a bar including set up, mixology, assisting in the set up and pack down.
• Formal theatre qualification to a minimum level of a Certificate III in Live Production and Services (NSW TAFE) or part completion, or able to demonstrate equivalent practical experience.
• Demonstrable ability to deal with cash handling, card sales, reconciliation and banking in an accurate manner.
• Experience of delivering training and presenting effectively to large groups.
• Experience in a customer facing role in a multifaceted arts environment.
• Experience using computerised ticketing and event management systems or similar.
• Experience liaising with visiting companies and other departments to ensure effective planning prior to events.
• Ability to proactively collate event reports using event management and ticketing systems to be circulated to all employees. Ensure that up to date and detailed information is available for briefing and circulation.  If details are not held on systems track down information needed.
• Experience delivering informative and inspiring tours to customers, ensuring delivery reflects a full knowledge of the building and organisation (full training will be provided).

Sound like the perfect job for you? Apply Now!

City of Newcastle proudly promotes the principles of Equal Employment Opportunity and fosters a culture of diversity to represent the community of our Local Government Area.

All candidates will be assessed against the selection criteria outlined in the position description. Suitable candidates may be placed on an eligibility list for future identical positions for a period of 12 months.

You must have the right to live and work in Australia to apply for this job.

Application Closing Date: Sunday, 25 April 2021.

Remuneration: Casual hourly rate of $26.01 to $33.56 (inclusive of 20% casual loading) + 9.5% Superannuation.

Contact: Melissa Damstra – Customer Experience Coordinator – 02 4974 2544.

The Civic Theatre will also be recruiting for multiple upcoming casual positions across Food & Beverage, Technical Services and Ticketing. Please keep an eye on our Employment Opportunities page if any of these roles may be of interest. Additionally, due to our merit-based recruitment process and the anticipated high volume of applications, it may be a few weeks before you hear from us.

At CN we understand the skills and attributes veterans can bring to our organisation and highly encourage veterans to apply for suitable roles.

The NSW Child Protection (Prohibited Employment) Act 1998 makes it an offence for a person convicted of a serious sex offence, or a Registrable Person under the Child Protection (Offenders Registration) Act 2000 to apply for these positions. Relevant criminal, Working With Children and prior employment checks, including relevant disciplinary proceedings, will be conducted on recommended candidates.