Job Description

We are recruiting for customer service assistants (CSAs) to join our Customer Services department to work on our Welcome Desk. We are recruiting for 2 CSA roles at 18 hours per week and 1 variable hours Hours of work will include weekends and evenings.



This is a key customer focussed role for MAC and is key to visitors' experience and to the perception of the organisation.

P

rincipal Purpose of Post

Our Customer Service Assistants (CSAs) provide knowledgeable, efficient, friendly and professional customer service to the public and all users of the site whilst ensuring the safety and security of all users. The CSAs are responsible for administering the sale of tickets and retail items and responding to customer enquiries received by telephone, email and in person.

Key Responsibilities:

Staffing the Welcome Desk, providing excellent customer service and a warm welcome to all MAC customers. Respond quickly, clearly and professionally to in-bound customer enquiries via phone, email or in-person and, when necessary, escalate queries or complaints in accordance with MAC's Feedback and Complaints procedure. Using knowledge and understanding of the above, respond to queries confidently and accurately, understand our customer's needs and make appropriate and useful recommendations. To attend training as scheduled and proactively keep up to date with MAC's work as a charity, it's fundraising activities, arts programme, accessible facilities, food and drink and venue hire offers and ticketing terms and conditions. To administer the sale of tickets, reservations and exchanges to MAC programme and events over the counter, via telephone, post, or email using MAC's ticketing and customer relationship management system. On occasion, there may be a requirement to perform these duties off-site but in close proximity to the building. To collect and enter full and accurate customer data when making sales through the ticketing system, up-sell tickets to other MAC events. To provide administrative support using MAC's ticketing and customer relationship management system. To proactively support MAC's work as a charity by asking customers for donations as part of all ticket sale transactions, using donation messaging provided by the Fundraising Team. This will include working as a team towards pre-agreed Fundraising Targets. Maintaining accurate customer database records to enable MAC to communicate effectively with customers for marketing and booking specific purposes, ensuring Data Protection Legislation is complied with at all times. Processing transactions for Retail Shop products through the EPOS system and processing any online orders received for delivery. Support the Retail Manager in maintaining stock levels and excellent standards in the shop through stock replenishment, checks, pricing and merchandising. Sell shop products to customers, talking positively and informatively about the products. Support the management of the online shop by fulfilling online orders and preparing them for collection or delivery. Completing end of day cash reconciliations of the ticketing and EPOS systems, investigating any discrepancies with the support of the Team Leaders. Oversee the issuing and return of access passes to MAC visitors, being mindful of building security and limiting access as necessary. In the event of a building evacuation, assist the Duty Manager with evacuating Staff and Visitors and preventing re-entry. To adhere to MAC's policies and procedures at all times. Further promote and ensure the implementation of the equal opportunities, diversity, safeguarding and health & safety policies of MAC. Any other duties which may reasonably be required to support cross-organisational needs

Equal Opportunities & Diversity

All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.


Our ambition is that the leadership and workforce is more reflective of the diversity of contemporary England. We are particularly interested in receiving applications from people of all cultures and ethnicities, including those that may experience racism in our society, those with LGBTQ+ identities, neurodivergent and/or d/Deaf and disabled and those that have experienced socio and economic barriers.

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.

Hours of work will include weekend and evening work.

Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.

Person specification

Core

(You should meet most of these requirements)

Desirable

(You should meet some of these requirements)

Education

Level 1 or above qualification in any subject.

Professional Experience

Experience of working with the general public with excellent customer service skills. Experience of cash handling.
Experience of working without close supervision and working under own initiative. Experience using ticketing, event management or any other CRM software, Experience of asking customers for donations as part of all ticket sale transactions using pre-drafted donation messaging.

Knowledge

Good knowledge of the operations of an arts centre or other arts venue. Knowledge of and enthusiasm for the arts.

Skills & Abilities

Ability to use a computer and a range of computer software applications confidently and accurately. Excellent telephone manner. Excellent interpersonal, diplomatic and general communication skills. Ability to communicate effectively and professionally in person and in writing. The ability to be level-headed in a fast-paced pressured environment. The ability to have a flexible and positive approach when dealing with complaints and difficult situations.

Personal Attributes

A positive, approachable and helpful attitude to others - a strong team player. To be able to motivate yourself for the duration of your shift.

Values & Behaviours

Understanding of the importance of good internal and external customer relations.


Dedication to fostering diversity and representation, with a demonstrable ability to work with people from a wide variety of backgrounds and age

Other Requirements

Availability to work unsociable hours. High dress and appearance standards Excellent time keeping.

How to Apply

To apply for this post please follow the link below and follow the application process.


Please note that all applications are anonymised during the shortlisting stage. Any attached CVs will be anonymised at the shortlisting stage, so please ensure you complete the application fully and include all of your experiences, qualifications and any skills you have that would help us when considering you for this role.

Deadline

Applications can be received at any time until 11:59pm on Monday 5 January 2026 .



Please note that we will assess applications on a rolling basis and therefore we may close this vacancy for applications before the stated deadline. We strongly advise you to submit your application as early as possible.

Shortlisting

Shortlisted candidates will be notified of the outcome of their application by end of day Friday 9 January 2026.

Interviews

Interviews will be held on Tuesday 13 January 2026.