Customer Service Assistant

Luton Cultural Services Trust

Luton

Full-time

Job Description

Customer Service Assistant

Job Title

Customer Service Assistant

Department

Operations

Grade

Reports to

Facilities Co-ordinator

Staffing
Responsibility

Organisation

Attached

JOB PURPOSE:
Provide a vibrant and high quality customer service by undertaking a wide range of duties. Provide
information and support to users and ensure all trust venues are safe, secure and well presented.

ORGANISATION CHART:

Head of Operations

Creative Cluster
Manager

Heritage Cluster
Manager

Facilities
Co-ordinator

Customer Service
Assistants

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Date JD last reviewed: April 2023
Date of JE Panel: 23/11/16

PRINCIPAL RESPONSIBILITIES:

Assist customers in a proactive, friendly and positive manner, with a wide range of
tasks. Signpost customers as required. Assist with and take room bookings, set up
refreshments, set up rooms, carry out retail and programme ticket sales, record
visitor information and ensure all Culture Trust venues are kept safe secure and well
presented. Assist with preparing buildings for specific events, i.e. exhibitions,
meetings, functions, performances etc. including lifting and carrying equipment.

Undertake financial procedures including cash handling, operating a till and banking
in accordance with the Trust’s financial regulations.

Promote services, programmes and ticketed events and signpost to other services
as appropriate.

Undertake clerical procedures. Input, add, and amend data to maintain accurate
records, taking into account Data protection legislation.

Support new staff, casual staff and volunteers during their training and probationary
period.

Open and secure all sites as appropriate.

Prepare and maintain buildings for visitors on a daily basis. Carry out regular
building checks and report any problems relating to the building or equipment,
including health and safety issues. Carry out basic cleaning duties where required
to ensure areas are kept clean and tidy. Undertake general maintenance duties as
instructed, in line with procedural guidelines.

Assist with catering facilities as required, including clearing tables, serving hot
beverages, delivering food and operating the till, taking payments and assisting with
cashing up.

Please note these percentages are approximate and should be used for guidance purposes only. They
may vary depending on staffing levels and place of work. This job description is not a definitive list of
tasks – it is designed to give an overall view of the job and not to indicate what the sole requirements
are for the post. Post holders will be required to perform other related duties as assigned.

DIMENSIONS:

Supervisory Management: Directing volunteers

Financial Resources & Responsibilities: None

Physical Resources:
• Appropriate use of Trust ticketing system (Spektrix) under training and supervision of the

Marketing Team.

• Appropriate use of Trust retail and till systems (Sum-up) under training and supervision of the

Retail Coordinator

Work Ethos:

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Date JD last reviewed: April 2023
Date of JE Panel: 23/11/16

Respect colleagues and work together to achieve high standards of customer excellence in all our
work. Work flexibly and positively to achieve the business objectives of the Trust.

Other:
• Able to work across Trust sites when necessary to support other teams in order to meet the

business requirements of the organisation.

• Able to work evenings and weekends as required as part of a shift pattern.

Trust Objective:
Our vision is to be an award winning cultural Trust providing exemplary public engagement with
arts and culture.

Context:
The Culture Trust, Luton is a charity Established in 2008, the Culture Trust, Luton is a vibrant and
progressive independent charity and our mission is ‘to connect communities through culture’. We
do this through our accredited museums, theatres, galleries, creative workspaces and Arts Centre in
Luton. Pre-Covid we attracted over 285,000 visits per annum. We animate five sites: The Hat Factory
Arts Centre, Hat House creative workspace, Hat Works Creative Workspace, Wardown House
Museum & Gallery and Stockwood Gardens & Museum. We present multi-cultural and year-round
programme of events, exhibitions, workshops and performances. We support creative talent and
skills by providing opportunities, platforms and cultural career progression for young people. We
care for a collection of over 2 million artefacts, 1.5 million photographs and maps and hold the most
extensive and complete hat and headwear collection in the UK. We co-produce activity with our
community, Museum Makers volunteers and team of cultural experts

Trust Responsibilities:
Post holder will ensure they deliver against the agreed Trust Responsibilities as set out in the Team
Responsibilities Grid at all times.

Trust Standards:
Post holder will operate at a Professional Standard as outlined in the Trust Standards Grid at all
times.

Working Environment:
Working across the Trust sites in various public/community buildings as required.

Equalities:
The postholder will ensure that policies, procedures and activities for service delivery are revised
and/or implemented in a way that supports equality for all. These activities should also reflect The
Culture Trust’s commitment to work in active partnership with the community to regenerate Luton
and to improve the quality of life for all who live, work or visit the town.

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Date JD last reviewed: April 2023
Date of JE Panel: 23/11/16

Person Specification
This acts as selection criteria and gives an outline of the types of person and the characteristics required to do the
job.

Essential (E): without which candidate would be rejected
Desirable (D): useful for choosing between two good candidates

Please make sure, when completing your application form, you give clear examples of how you meet the
essential and desirable criteria

Attributes

Experience

Skills/Abilities

Essential

Some experience in a customer
facing role

Able to deal politely and positively
with a wide range of people and
answering enquiries

Demonstrable communication
skills, including good listening and
questioning skills

Able to read information from
printed and online sources

Able to use tills, handle money and
follow financial procedures

Able to carry out basic repair and
maintenance and cleaning tasks

Able to work effectively as part of a
team in a busy environment

Able to perform general clerical
duties e.g. data input.

Able to use own initiative to find
the most appropriate solutions and
at times work unsupervised

Equality Issues

Able to recognise and act on
discrimination in the working
environment

Education and
Training

Good ICT skills, with the ability to
manage emails, use the internet
and have a good working
knowledge of Microsoft packages

How
Measured
1,2

Desirable

Some knowledge of Health
and Safety regulations

How
Measured
1,2

1,2

1, 2

1,2

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Date JD last reviewed: April 2023
Date of JE Panel: 23/11/16

Please make sure, when completing your application form, you give clear examples of how you meet the
essential and desirable criteria

Attributes

Essential

Other
Requirements

Able to work across Trust sites
when necessary to support other
teams in order to meet the
business requirements of the
organisation

Awareness and understanding of
The Culture Trust’s charitable
status and activities and the ability
to explain these to customers to
help seek support, including
donations where appropriate

Able to move items with
appropriate aids and stand for long
periods of time

Able to work to agreed rota, to
include evenings and weekends.

How
Measured
1,2

Desirable

How
Measured

1,2

(1 = Application Form 2 = Interview 3 = Test 4 = Proof of Qualification 5 = Practical Exercise)

NB: This job description reflects the requirements of The Culture Trust. The role and duties of the post are subject
to change in line with the future development of The Culture Trust. The Culture Trust reserves the rights to make
such changes as are necessary and any changes required will be discussed with the postholder as appropriate.

We will consider any reasonable adjustments under the terms of the Equality Act (2010) to enable an applicant with
a disability (as defined under the Act) to meet the requirements of the post.

The post holder will ensure that The Culture Trust’s policies are reflected in all aspects of their work, in particular
those relating to:
(i)
(ii)
(iii)

Equal Opportunities
Health and Safety
Data Protection Act (2018) & General Data Protection Regulations (2018)

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Date JD last reviewed: April 2023
Date of JE Panel: 23/11/16