Job Description Post: Membership Host ... - Southbank Centre

Job Description
Post:
Department:
Reports To:
Membership Host
Marketing
Membership Manager. Out of office hours: Duty Manager
CONTEXT:
Southbank Centre is the UK’s largest arts centre, occupying a 21-acre site that sits at the heart of London’s
most vibrant cultural quarter on the South Bank of the Thames. The site has an extraordinary creative and
architectural history stretching back to the 1951 Festival of Britain.
MEMBERSHIP TEAM:
Designed to reflect and give insight into the artistic programme the scheme exists to build customer loyalty,
lifetime and value; drive ticket sales and generate revenue. The Membership team is responsible for the
retention and recruitment of Southbank Centre Members, and for providing Members with the information
and services they need to support and participate in the creative adventure. The team works in close
collaboration with the Marketing department and all other Southbank departments and external partners.
Objectives
• To give a welcoming, efficient, knowledgeable and friendly service, promoting the Southbank
Centre,
• its membership scheme and activities
• Provide a presentable, tidy and safe environment for all members to enjoy
• Seek to promote Membership
Main Responsibilities
Customer Service & Members Bar
• Provide a high level of customer service to all customers and colleagues at the Members Bar. To
include checking Membership cards, welcoming Members, giving directional advice and dealing
with queries.
Membership Host
July 2010
1

• Provide general assistance to ensure member areas are well presented and fit for purpose to
include tidying the bar (e.g. wiping tables where necessary) moving furniture, help at member
functions, receptions, private views etc to enhance the customer experience
• Assume responsibility for acquiring and providing product and venue knowledge responding
positively to customer enquiries and maintaining effective customer relations, liaising with Visitor
Services colleagues where necessary.
• Feedback on areas for improvement including items for immediate attention (e.g. cleaning
requirements, public area too hot/cold,) and items for future consideration (e.g. sales trends)
escalating any concerns or emergencies to the Duty Manager as soon as possible
Administration
• Check Member records against the database and enter membership enquiries onto the database.
• Distribute marketing and Member updates as directed to include restocking leaflet racks
• General Membership administration as appropriate which might include dealing with some
telephone & email Membership enquiries, administering surveys and data entry
Keep up to date and maintain a good knowledge of Southbank Centre’s fire, safety and evacuation
procedures and facilitate the evacuation of the public in the event of an emergency
Actively promote Southbank Centre memberships, events and products
Support Southbank Centre colleagues in their role and work as a team following specified
performance standards
Any other duties consistent with the role and as requested by the Membership Manager,
Membership Marketing Manager or Duty Managers
Membership Host
July 2010
2

Person Specification
Post:
Department:
Reports To:
Membership Host
Marketing
Membership Manager (out of hours Duty Manager)
Skills and experience required:
Essential
• Some experience in a busy customer-facing role or ability to demonstrate an aptitude towards
customer service
• Exceptional customer service skills including the ability to assist all visitors in a helpful, courteous
and
• confident manner
• The ability to promote membership, Southbank Centre activities and events
• Ability to stay calm under pressure and solve problems
• The ability to work reliably as part of a team in a supportive and co-operative manner
• Ability to work flexibly in the evenings and at weekends
• Excellent verbal communication skills
• Some experience of data entry work or database and basic IT skills required.
• Desirable
• Strong interest in and knowledge of the arts
Membership Host
July 2010
3