About this job

The Visitor Experience Assistant is a dynamic, customer-focused role at the heart of Woolwich Works. As part of a multi-functional team, you’ll help deliver outstanding service across our bars, café, ticketing desk, and live event spaces.

This is a varied and active position where no two days are the same, from welcoming audiences to selling tickets, serving drinks, supporting artist hospitality, or helping deliver private events. You’ll play a key part in creating a safe, inclusive, and memorable experience for all visitors, whether it’s a busy performance night or a daytime community hire.

This role is ideal for someone with great people skills, a positive attitude, and the flexibility to adapt to different tasks and service settings. It operates on an annualised hours contract, offering a mix of shifts throughout the year based on the venue’s vibrant and diverse event programme.

Is this job for you?

If you’re friendly, adaptable, and thrive in a fast-paced environment, this could be the perfect role for you.

You don’t need years of experience, just a genuine enthusiasm for great customer service and a willingness to get stuck in across different areas of the venue. Whether you're serving drinks, helping a visitor with a query, supporting a live show, or preparing for a private event, you’ll bring energy, professionalism, and a positive attitude to everything you do.

This role suits someone who enjoys working with people, takes pride in their work, and can stay calm under pressure. If you're looking for a varied role in a creative, inclusive environment where every day is different, then yes, this job is for you.

Key Responsibilities

Visitor Welcome

• Provide a warm and professional welcome to all visitors, guests, and artists.
• Offer guidance, wayfinding, and general assistance to ensure a high-quality visitor experience.
• Assist with event check-ins, ticket scanning, queue management and cloakroom.
• Ensure all visitor areas are presentable, safe, and engaging.
• Keep venue information and signage up to date as instructed, contributing to clear communication across all visitor touchpoints.

Box Office & Ticketing

• Process ticket sales, and exchanges efficiently using our ticketing system.
• Assist with pre-event communications and answer customer enquiries about shows, memberships, and promotions.
• Support audience management during performances, including seating assistance.

Cafe & Bar Service

• Prepare and serve a variety of alcoholic and non-alcoholic beverages, hot drinks, and food items to visitors at service points and directly to seating areas, ensuring consistent quality and presentation.
• Support basic food preparation and plating, following food hygiene and health & safety guidelines.
• Maintain a clean, well-presented bar, café, and kitchen environment at all times, including dishwashing and general maintenance during busy periods.
• Operate tills and EPOS systems, handling cash and card payments accurately in line with venue procedures.
• Ensure adherence to licensing laws and responsible alcohol service policies, including Challenge 25 checks.
• Assist with stock management by restocking fridges, monitoring inventory, and reporting low stock levels as needed.

Event & Catering Support

• Provide friendly and professional front-facing service across a range of events, including private hires, live performances, conferences, community events, and bar-led functions.
• Carry out event service duties such as serving teas and coffees, refreshing buffet stations, tray-serving drinks and canapés, and clearing tables.
• Set up and clear down event and performance spaces, including moving furniture and equipment to ensure smooth transitions between functions.
• Deliver VIP and artist hospitality as required, ensuring rider items are prepared, presented, and replenished to the expected standards.
• Support hosting duties at bar-led events, engaging with guests, monitoring audience flow, and ensuring safe and welcoming environments throughout.

General Responsibilities

Ensure full compliance with all relevant legal, licensing, health and safety, food safety, safeguarding, and internal policy requirements.

Promote and maintain a safe working environment, following the Trust’s Health and Safety Policy and all other relevant policies, procedures and encouraging others to do the same.

Protect the organisation’s data and information assets, ensuring all work complies with the Trust’s data protection policies and the Data Protection Act 2018.

Take personal responsibility for ongoing learning, undertaking training and professional development as required to meet the evolving needs of the organisation.

Always act in the best interests of the Trust, complying fully with all relevant organisational policies and procedures.

Carry out any other duties reasonably expected of the role.

Person Specification

Essential skills and experience

• Excellent customer service skills, with a friendly and approachable manner.
• Strong communication abilities, both verbal and written, to interact confidently with visitors, artists, and colleagues.
• Flexibility and adaptability, with a willingness to work across a range of tasks including bar service, ticketing, events, and hospitality.
• Ability to remain calm and professional under pressure and in busy, fast-paced environments.
• Basic numeracy and accuracy, particularly when handling cash and card payments.
• A proactive attitude with the ability to take initiative and solve problems as they arise.
• Willingness to work evenings, weekends, and public holidays, according to the venue’s event schedule.
• Commitment to equality, diversity, and inclusion, with a respectful and welcoming approach to all.

Desirable skills and experience

It would be advantageous if candidates have:

• Experience working in a bar, café, hospitality, front-of-house, or box office environment.
• Familiarity with EPOS or ticketing systems (e.g., Spektrix, Tevalis or similar).
• Knowledge of licensing laws, Challenge 25, or food safety procedures.
• Awareness of Health & Safety and emergency procedures, including acting as a fire marshal.
• An interest in the arts, culture, or live events sector.