Visitor engagement & operations customer service assistant

Closing date for applications: 23rd April 2026 at 12 noon

Salary: London Living Wage (£14.80 per hour)

Location: National Theatre, London

Contract: Permanent, part time

Bring your passion for people to the National Theatre and deliver exceptional customer service that helps create unforgettable experiences.

The National Theatre (NT) makes theatre that entertains and inspires using its creativity, expertise and unique reach. It shares unforgettable stories with millions of audience members across the UK and around the world – on its own stages, on tour, in schools, on cinema screens and streaming at home.

As a customer service assistant, you will often be customers first point of contact and you will be expected to provide a first-class welcome to all who enter our building, always going the extra mile to provide the best possible experience. Within Enterprises, you will be expected to be flexible and willing to work as an assistant within all visitor areas, as and when required, to support our key objectives. This includes, but is not limited to, working front of house within our three theatres, selling programmes, ice creams and snacks, providing daytime front of house engagement with our non-theatre visitors and supporting tours.

Responsibilities

• Proactively embody The Big Idea - 'Memories Here Start With Us'. Demonstrating an adaptive, proactive, confident and kind approach to both colleagues and members of the public
• Demonstrate a consistently high standard of service, always giving an excellent personal performance, both front of house and back of house
• Proactively and positively contribute to the achievement of both team and individual sales targets
• Have a thorough working knowledge of all the National Theatre’s facilities, services and products, combined with the ability to promote, upsell and cross-sell
• Be versatile, flexible and willing to perform a variety of duties across all departments within Enterprises
• Be ever willing to learn new skills and embrace new training and personal development
• Support each other and the whole front of house team to deliver a showstopping experience regardless of individual specialisms and departmental logistics
• Act as an ambassador for the National Theatre by sharing the enthusiasm and passion it represents
• Always be warm, welcoming and approachable and take time to understand the NT from the customer’s perspective, whether they are long term regular or first-time attendees
• Provide a proactive, informed and tailored level of service, always aiming to exceed expectations

Knowledge, skills & experience

• Proactive, adaptive, confident and kind manner
• The confidence to communicate clearly and where appropriate adapt your communication style to different people of all ages, backgrounds and nationalities and to both individuals and large groups
• The ability to work under front line pressure whilst maintaining a professional approach to always providing an efficient and effective service
• Genuine passion to create fantastic memories and provide first class customer service
• You should have a positive and flexible approach to work and be able to adapt very quickly to new information and procedures

If that sounds like you, then we would love to hear from you!

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please state in your application that you found this role through Creative Access.