Customer Services & Accessibility Administrator - AO Arena, Manchester
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Customer Services & Accessibility Administrator - AO Arena, Manchester

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Customer Services & Accessibility Administrator - AO Arena, Manchester

Purpose

As an integral part of the venue team, the Customer Services and Accessibility Administrator will support venue personnel in fulfilling the venue’s mission of putting the customer at the centre of everything we do. They will work to ensure that access to the venue is fair and equal for everyone, regardless of their access needs.


Key accountabilities


Customer Services


  • To be the first point of contact for telephone calls to the venue providing exceptional customer service.
  • To manage the customer feedback process, building and maintaining an accurate database and providing regular management reports.
  • To liaise with the Marketing and Communications Department, ensuring that a consistent standard of response is communicated to customers across all media, including written, electronic, telephone and social.
  • To liaise with the Events Team, updating them on changes to customer responses, legal requirements and changes to accessibility guidance, ensuring that the customer-facing staff are providing consistent, accurate and helpful information to customers.
  • To supervise the Arena Hosts (customer-facing events staff), organising rotas, training and offering assistance both during and outside of event times.
  • To work closely with the venue team to ensure the highest possible standards of customer service and the delivery of the best possible event experience.

Accessibility


  • To coordinate accessibility issues with the Box Office department to ensure that the appropriate teams are aware of guests with specific requirements.
  • To update the Events Team on specific requirements in advance of the event to ensure easy and smooth access for all customers.
  • To maintain, audit and update website information together with the Marketing Communications and Box Office departments.
  • To manage the Attitude is Everything charter of excellence, to maintain the Gold status, and keep abreast of industry development to work towards the next level of accreditation.
  • To coordinate all training and sharing of information in customer service, disability awareness and accessibility.


Office Administration


  • As part of the Operations Team, to provide in-person office cover when required.
  • Health and safety representative, first aid trained
  • To collate accident and incident data from events and provide reports as required.
  • To maintain office supplies as required.
  • To arrange meetings, book rooms and take minutes or notes, if requested.
  • Any other duties assigned by the Head of Operations.

Skills and competencies required


  • Passionate about delivering exceptional customer service.
  • At least two years’ Customer Service administration experience ideally in a similar environment.
  • Experience of Equalities Act 2010.
  • Experience working in the field of access for Deaf and disabled people and with specific disability groups.
  • Ability to problem solve.
  • Awareness of Social Media.
  • Ability to communicate effectively via letter, email and face-to-face.
  • The ability to work and communicate efficiently with multiple colleagues.
  • The ability to represent the venue with tact and discretion.
  • Excellent time management and organisational skills.
  • Excellent written and verbal communication skills.
  • IT literate, including MS Office and Customer Service applications.
  • Ability to work independently and as part of a team.

The requirements of the business are such that a degree of flexibility is necessary and some evening and weekend work will be required, depending on the show calendar.

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How to Apply

Please download and complete the Employment Application Form and the Diversity Monitoring Form.

Submit your completed forms to:
recruitment@eu.asmglobal.com ensuring that you detail the role that you are applying for.

Please note incomplete applications will not be considered.

Position
Customer Service and Accessibility Administrator

Salary
Competitive

Working Hours
37.5 hours per week

Location
Manchester

Closing Date

30/11/2021
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