CUSTOMER SERVICE STAFF
About Skate St George’s
Skate St George’s is Underbelly’s festive event on St George’s Plateau in the heart of Liverpool. The event brings together a seasonal ice rink, Christmas Tree Maze, bars, market traders, rides and other festive attractions to create a major city-centre Christmas destination.
Underbelly is looking for friendly and organised Box Office & Customer Service Staff to support customers across the event.
Role Overview
We are looking for a friendly, approachable and organised Customer Service team members to work at the Information Booth during our Christmas event. You will be one of the first points of contact for visitors, providing a warm welcome and helpful information to ensure everyone has a positive experience.
The role combines front-facing visitor information, ticketing and reception duties with customer service and box office support. You will assist visitors with questions and queries, resolve issues where possible, and provide clear information about the event, performances, facilities, timings and services available.
Key Responsibilities
- Welcome visitors to the event and provide a friendly, professional and helpful first point of contact.
- Provide accurate information about the event, including activities, performances, timings, facilities, accessibility and visitor services.
- Respond to customer questions and enquiries in person, as well as by email where required.
- Deal calmly and professionally with customer issues, concerns and feedback, escalating matters where appropriate.
- Process customer advance bookings and amendments, including bookings for customers with specific access requirements.
- Assist customers with ticketing queries, exchanges, refunds and other box office-related enquiries in line with established policies and procedures.
- Communicate important information to customers, including event changes, closures, or other event updates.
- Support visitors with accessibility requirements and ensure they receive appropriate information and assistance.
- Maintain a welcoming, organised and professional Information Booth and reception area.
- Liaise with colleagues across the event team to ensure visitors receive consistent and up-to-date information.
- Follow Box Office and event policies and procedures to ensure the professional, efficient and effective operation of the Customer Services function.
- Record and communicate relevant customer feedback, issues and incidents to the appropriate team members.
- Assist with general reception and administrative tasks as required such as lost property and deliveries.
- Represent the event in a positive and professional manner at all times.
Person Specification
Essential
- Friendly and confident working with members of the public.
- Has excellent customer service and communication skills.
- Is friendly, approachable and confident when speaking with members of the public.
- Can remain calm, patient and professional when dealing with challenging situations.
- Is comfortable providing information and answering questions in a busy, public-facing environment.
- Has good attention to detail and can follow procedures accurately.
- Is confident using computers and booking/customer service systems.
- Can work effectively as part of a busy event team.
- Is proactive and able to use their initiative when assisting visitors.
- Has an understanding of the importance of accessibility and inclusive customer service.
Desirable
- Previous experience in customer service, reception, box office, events or a similar visitor-facing environment is desirable.
- Previous experience working at an event, theatre, attraction or festival.
Equal Opportunities
Underbelly is committed to reducing its environmental impacts in its everyday operations. We are also committed to maintaining the open-access policy of Underbelly. We are an equal opportunity employer and welcome applications from all sectors of the community.
It is the policy of Underbelly to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, sex, sexual orientation, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable.
We expect employees to support these commitments and to assist in their realisation.