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Cinema Costumer Service Apprentice

Reference number: SW-014635
  • Salary: £150-£260.75 per week
  • Job Type: Jobs
  • Employer: Step Ahead
  • Location: London
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Role Summary

As a Customer Service Apprentice at the Cinema, your primary responsibility will be to consistently deliver the highest level of customer service. You’ll play a vital role in supporting our cinema team in driving sales and ensuring the smooth operation of the cinema in accordance with our policies and procedures. Your role will involve a variety of tasks, including Box Office duties, Concessions duties, Floor duties, Bar duties, and Projection duties, all with a strong focus on delivering exceptional customer service.

Key Responsibilities

Passion for Customers:

  • Provide exceptional service to our customers, including efficient queue management and courteous telephone etiquette.
  • Assist customers in finding their seats and verify tickets, including Unlimited card holders.
  • Collaborate with cinema staff and management to ensure smooth operations.
  • Address customer complaints and queries promptly, directing them to the appropriate person.
  • Maintain knowledge of cinema services and facilities.
  • Communicate effectively via radios using appropriate cinema code words.
  • Provide information on performance schedules, film synopses, and film classifications.
  • Enforce the cinema’s policies on film piracy and identification procedures.

Driving Sales:

  • Effectively utilize upselling and suggestive selling techniques.
  • Stay informed about current marketing promotions and provide assistance as needed.
  • Sell box office tickets and retail products accurately while following cash handling procedures.
  • Assist with stock take and accurately record wastage.
  • Ensure retail products are adequately stocked, following the First In, First Out (FIFO) process, and maintaining clean and organized product presentation.

Health & Safety:

  • Adhere to Food Hygiene Regulations and Health & Safety Policies.
  • Operate equipment correctly and safely, reporting any issues immediately.
  • Alert management to any health and safety breaches or concerns.
  • Assist in monitoring maintenance and repairs, reporting issues promptly.
  • Perform opening and closing procedures, adhering to check sheets.
  • Engage in cinema cleaning activities, including all areas, auditoriums, toilets, and back-of-house areas, and manage rubbish removal.


  • Collaborate with the projection management team as instructed.
  • Undertake other ad-hoc duties as required.


We understand that life can be unpredictable, so Ilford Cinema offers a flexible benefits package to help you prepare for the future. From complimentary movies to support for maintaining your health and cost-saving opportunities, our benefits package can be customized to meet your needs.

Throughout your time at Ilford Cinema, you’ll work towards achieving a Customer Service Practitioner Level 2 Apprenticeship over a 15-month period.

Requirements and Prospects

Desired Skills

  • Strong customer service orientation.
  • Effective communication skills.
  • Ability to work well in a team.
  • Cash handling experience.

Personal Qualities

  • A helpful and enthusiastic attitude.
  • Adaptability and flexibility in changing circumstances.
  • Resourcefulness and the ability to work under pressure.

Qualifications Required

No qualifications are required!

Future Prospects

We offer ongoing learning and development opportunities to help you grow in your role.

Training to Be Delivered

You will receive training under the Customer Service Practitioner Apprenticeship L2 program, including Functional Skills in Maths and English.

About the Employer

Our cinema group, founded in 1995, is a leading player in the European cinema industry. While originally a private company, we re-registered as a public company in May 2006 and listed on the London Stock Exchange in May 2007. Currently, our group is the sole quoted UK cinema business. With our acquisition of Regal Entertainment Group, we have become the second-largest cinema business in the world by the number of screens. We operate in the UK, Ireland, Poland, the Czech Republic, Slovakia, Hungary, Bulgaria, Romania, Israel, and the US.

To apply email

Date posted: 04/10/2023

If you are a Southwark resident and would like help in applying for this job, or one that suits you, please register your interest below.

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