Eastbourne Theatres

The Congress Theatre, Devonshire Park Theatre, and Winter Garden, along with conferencing and exhibition facilities are collectively known as Eastbourne Theatres and form part of the award-winning Devonshire Quarter complex. The venues are widely regarded as jewels in the crown of South-East entertainment.

ABOUT THIS ROLE

To deliver an outstanding, commercially focused customer experience across Eastbourne Theatres, supporting the venue’s performance through high-quality service, strong sales delivery and efficient operations.

As part of an integrated Customer Experience Team, you will work across multiple areas of the venue, with a primary focus on Box Office and Café, while supporting Front of House, Bars and Stage Door as required.

You will play a key role in ensuring every customer interaction contributes to both guest satisfaction and commercial performance.

KEY ACCOUNTABILITIES

Customer Experience Delivery

• Deliver a welcoming, inclusive and high-quality experience for all customers

• Act as an ambassador for Eastbourne Theatres, ensuring consistent service standards • Provide clear, accurate and engaging information on events, facilities and services

• Support accessibility needs and resolve customer issues effectively

Box Office Operations

• Process ticket sales, exchanges and enquiries accurately and efficiently

• Confidently use ticketing systems across multiple sales channels

• Handle customer queries via in-person and digital platforms

Café & Hospitality Operations

• Prepare and serve food and beverages to agreed standards

• Maintain excellent product presentation, cleanliness and hygiene

• Support stock control, replenishment and wastage management

• Deliver a fast, efficient and customer-focused service

Stage Door & Operational Support

• Provide a professional interface for visiting companies and staff

• Support the coordination of arrivals, deliveries and internal communication

• Ensure security and safety procedures are followed at all times Team & Ways of Working

• Work flexibly across departments as part of a single Customer Experience Team

• Take direction from Duty Managers and Customer Experience Managers

• Contribute to a positive, collaborative and high-performing team culture

• Engage with training, briefings and continuous improvement initiatives

• Demonstrate flexibility to meet the needs of a live events environment

ABOUT YOU

Essential

• Experience delivering excellent customer service

• Strong communication and interpersonal skills • Confidence in sales and customer interaction

• Ability to work in a fast-paced environment

• Flexible approach to working hours, including evenings and weekends

• Team-oriented with a proactive and positive attitude

Desirable

• Experience in Box Office or ticketing systems

• Experience in café, bar or hospitality environments

• Interest in theatre, arts or live events

Personal Attributes

• Customer-focused with a passion for service excellence

• Commercially aware with a natural ability to sell

• Professional, reliable and approachable

• Calm under pressure and solutions-focused

• Adaptable and willing to work across multiple functions

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.