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Customer Experience Supervisor

2 months ago

Birmingham, Birmingham, United Kingdom Birmingham Repertory Theatre Full time
Job Description

Job Title: Duty Manager - Customer Experience Lead

Job Reference: Not Applicable

Location: Birmingham Repertory Theatre

Job Type: Part-time

Hours: Variable hours, including evenings and weekends

Holidays: 20 days per year plus bank holidays pro rata

Salary: £7.4 per hour (Officer 3)

Contract Type: Casual zero hour contract, subject to successful completion of a probationary period of 3 months

Job Summary

The Birmingham Repertory Theatre is seeking a highly motivated and experienced Duty Manager to lead the Customer Experience Team on shift. As a key member of the Front of House team, you will be responsible for ensuring that all visitors and staff have a safe and secure experience at the theatre.

Key Responsibilities
  • Lead the Customer Experience Team on shift and ensure that all visitors and staff have a safe and secure experience at the theatre
  • Line manage Customer Experience Assistants and supervise Housekeeping Team members, Security Concierges, and any agency staff supporting the operation
  • Lead performance-based shifts in one or more auditoria, providing a safe and secure environment in line with the company's Health & Safety policy
  • Assist the Customer Experience Manager in the development and improvement of Front of House procedures and systems
  • Liaise with Stage Management, attend dress rehearsals, update information, and communicate effectively with colleagues
  • Work collaboratively with other Duty Managers to jointly manage, motivate, and inspire the Customer Experience Assistants
  • Ensure consistent and effective communication with the Café Bar, Technical, and Stage Management teams prior to and during performance sessions
  • Support the Café Bar Manager and Supervisor as and when required
  • Play an active role in recruitment and training, helping to onboard and induct Customer Experience Assistants effectively and efficiently
  • Lead by example as an ambassador for The Rep, delivering exceptional customer care at all times to all users of the venue
  • Welcome visitors into the theatre, providing a lasting first impression and signposting appropriate areas of the building in a friendly and efficient manner
  • Provide timely and efficient information, guidance, and advice to visitors and staff and promote all events, services, and activities for The Rep, Café Bar, and UVB
  • Be familiar with all events and activities within the venue, including prices, discounts, promotions, memberships, and schemes
  • Assist with the set up and delivery of Access Performances, liaising with any relevant departments in order to book break out spaces, accommodate Audio Describer practice runs, ensure house lights are set to the right level, etc.
  • Ensure that The Rep values and purpose underpin every aspect of the Customer Experience offer in every area at all times
  • Play an active role in the promotion of The Rep's Equality, Diversity, and Inclusion Policy, ensuring this is at the heart of all work carried out
  • Keep up to date with current access requirements and legislation, ensuring the delivery of up to date standards of service and facilities for disabled staff and visitors
  • Support the organisation in achieving its Customer Relationship Management (CRM) aims
  • Support Gala Nights, receptions, parties, media events, and any other events when necessary
  • Produce Performance Reports after running a show or event, advising on any necessary action required from a health and safety perspective, including cleaning and building repair in order to improve customer service standards
  • Maintain and monitor venue safety and security, taking appropriate action when necessary
  • Demonstrate knowledge and understanding of commercial income and the activities it drives for The Rep as a registered charity
  • Ensure commercial targets are set and understood, inspiring and motivating team members to meet and exceed them
  • Report on financial targets through Performance Reports
  • Ensure the security and appropriate management of all sales income, including control of cash and reconciliation of banking
  • Adhere to and implement the guidelines, procedures, and policies of the company as detailed in the staff policies (available from the staff handbook)
  • Complete all mandatory e-learning and training
  • Take ownership for the safety of the working environment for your teams by being fully compliant with the Health and Safety policies, rules, and training for yourself and your team members, including casual and freelancer staff
  • Ensure you and your team are fully compliant with all mandatory training and development
  • Be aware of, and comply with, rules and legislation pertaining to Health & Safety at work and abide by the procedures set out in the Health & Safety Policy
  • Take ownership for the safety of the working environment for your teams by being fully compliant with the Health & Safety policies, rules, and training for yourself and your team members, including casual and freelancer staff
  • Be aware of, and comply with, rules and legislation pertaining to data security, and GDPR, at work and abide by the procedures set out in the Data Protection Policy
  • All staff are expected to demonstrate an understanding of, and adherence to, our safeguarding policy, including a duty to report any issues of concern
  • As a manager in a customer-facing team, you would have a role in supporting staff who have concerns about the safety of vulnerable people, and ensuring that appropriate reports are made in accordance with Safeguarding Procedures
Requirements
  • Visiting Casts & Creatives
  • Excellent customer service skills
  • Ability to use a range of computer applications confidently and accurately
  • Experience of cash handling and reconciliation
  • First Aid at Work Qualification or be prepared to undergo the training for this if you are successful
  • Understand the importance of good internal and external customer relations
  • Ability to work weekends, evenings, and unsociable hours
  • Experience of working in Bars and Catering
  • Knowledge of fire evacuation procedures and protocols
  • Management or Supervisory experience
  • Management Training (desirable)
  • British Sign Language trained (desirable)