Venue Management Professional

3 weeks ago


Kirkcaldy, United Kingdom Fife Sports and Leisure Trust Full time
About the Role">

This Customer Service Manager position involves managing a team and operational management of the venue to ensure that the team delivers a high level of customer satisfaction and meets performance targets. The role requires maintaining service standards, operational efficiency, and ensuring a high level customer experience within a safe environment.

Main Responsibilities:

  1. Manage and support the team, including associated HR management, shift rotas, resource management, and inductions to ensure the team is high performing and working well as a collective.
  2. Manage programmes to ensure delivery and space utilisation for the venue, determine customer needs, and regularly review FSLT performance against service standards.
  3. Monitor the venue by completing daily tasks to ensure that the venue is safe, well presented, and cleaned to a high standard, conforming with legislative requirements.
  4. Manage customer complaints, responding and resolving complaints, and completing all necessary documentation to see through to satisfactory resolution to support the team and customer service.
  5. Manage the delegated budget for your area and monitor financial handlings in your team, such as stock checks, placing orders, cash handling procedures, and investigate and report any abnormalities in order to meet financial sustainability targets.
  6. Assess customer needs against service standards and identify trends of customer use and feedback to recommend actions for change to support the business to develop and improve the venues service and customer experience.
  7. Manage and monitor the team to ensure a high standard of service is delivered to a wide range of customers, achieving performance targets and delivering the workplan, continually striving to improve and develop the venue service and uphold the service promise.

About You:

  • You will have exceptional leadership and interpersonal skills.
  • Ability to manage budgets and finances effectively.
  • You will have a strong understanding of customer service principles and practices.
  • Ability to work in a fast-paced environment.

Salary Information:

The estimated annual salary for this role is £43,700 based on industry standards and location.

About Fife Sports and Leisure Trust:

Fife Sports and Leisure Trust aims to provide excellent customer service across all its facilities and services, promoting physical activity and healthy lifestyles in our communities.



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