Customer Experience Assistant

About the Tattoo:

The Royal Edinburgh Military Tattoo is a world-class event, rooted in Scottish tradition, offering audiences an experience like no other. Performed to a live audience of 230,000 each year on the iconic Edinburgh Castle Esplanade, the Tattoo showcases creativity through music, precision performances and dance from military and cultural acts from around the globe.

The success of the Tattoo relies on the connection of performers, staff, and audiences and this enables us to contribute to Services and Arts charities each year. We’re looking for enthusiastic, passionate, and personable people to work with us and join our world-class team.

Duration:

This is a temporary position from 30 July-29 August 2025. The normal working week in July will be 42 hours, between the hours of 14:00-23:00 hours Monday-Friday and 14:00-00:00 hours on Saturdays and Friday 22nd August. You will be on duty every performance night. 

The show runs from 1 – 23 August, with performances on Monday – Saturday. There will also be a Preview performance on  31 July 2025. 

Job Purpose Summary:

Join the Commercial team of The Royal Edinburgh Military Tattoo as a Customer Experience Assistant based across the venues of the Tattoo’s hospitality partners and at the Castle Esplanade. Working with the Client Experience Manager, the successful candidates will be required to maintain the high standards expected of an event such as the Tattoo whilst facilitating a seamless experience for our guests between the Tattoo and our hospitality partners. The Customer Experience Assistants will ensure that all venues are ready for the evening and that all customer experiences meet our and their expectations, including the resolution of any ticketing issues, liaison between hospitality partners and the Tattoo team, and consistency of the Tattoo event experience. 

Key Duties:

• Work closely with the teams at each hospitality venue to ensure the excellence of the Tattoo hospitality customer experience 
• Check the venue before guests arrive to ensure that all agreed elements of the experience are in place
• Support hospitality guests’ arrival and departure experiences 
• Support hospitality venues with Tattoo-related queries/issues
• Gather and share real-time feedback from venues & customers
• Coordinate and communicate with Customer Experience colleagues
• Liaise with the Client Experience Manager  as required
• Liaise with the Box Office team daily
• Attend daily briefings with Customer Experience team
• Assist the Commercial Partnerships team as required

Essential Criteria:

• Event delivery experience
• Confident and outgoing
• Hardworking and reliable
• Proven experience managing a range of stakeholders and personalities
• Able to troubleshoot where necessary
• Experience of and a genuine desire to work in a fast-paced customer-facing environment
• The ability to work under pressure and without supervision
• A flexible attitude and the ability to adapt quickly

Desirable Criteria:

• Good knowledge of Edinburgh.
• Experience working with or in collaboration with a box office team
• Working knowledge of another language