Customer Service Supervisor

Join our friendly team and become a valued member, finding comradery, laughter, and job satisfaction. Your role as Customer Service Supervisor will be crucial in ensuring an exceptional experience for our audiences at our vibrant and dynamic venue.

You will be responsible for assisting the public and overseeing the customer service staff and areas during shows and events as well as being part of a team that ensures the practical preparation of the venue to be public and client ready at all times.

We are seeking individuals with a strong work ethic, a positive attitude, and a proactive approach to join us as Customer Service Supervisors. Your dedication and pride in your work will be highly valued in our team. You should enjoy meeting people, be friendly and approachable with a calm can-do attitude.

No previous experience required; all training can be provided.

If you:

• Enjoy meeting people, are friendly and approachable with a composed and can-do attitude
• Are comfortable and confident in assisting the public and overseeing the customer service staff and areas during shows and events
• Would be happy to be part of the team that completes the practical preparation of the venue, ensuring it is public and client-ready at all times.

Or

• Are methodical and organised with an eye for detail and enjoy computer-based administration
• Would be comfortable and confident assisting with the day-to-day administration and coordination of the department and staff
• Would be happy to be part of the team that completes the practical preparation of the venue, ensuring it is public and client-ready at all times.

If you fit either or both of these descriptions, please apply to join our team.

Job Purpose

To assist in managing the day-to-day operation of the venue's customer-facing areas (bars and Front of House), fully complying with health and safety and licensing regulations and achieving the highest level of service for customers and clients whilst maximising sales and profits.

Key Tasks:

1. To perform the role of Duty Manager which will involve regular evening, weekend and bank holiday shifts.
2. To assist in the management of the front of house team to ensure the business and departments objectives are achieved through the team.
3. The carry out regular departmental administration tasks as delegated by the Customer Experience Manager.
4. To ensure that each room is set up with the correct equipment for each activity, liaising with appropriate Core team members.
5. To open up and close rooms as required, following the opening and closing procedures.
6. To make sure all Company cash handling procedures are closely adhered to, and assist with the reconciling and banking of all FOH income and work closely with other members of the team to minimise stock and cash losses.
7. To ensure that the correct levels of volunteer staffing are on duty for each event.
8. To reinforce with Volunteers, briefing and training information disseminated by the Customer Experience Manager where appropriate and necessary and to conduct regular emergency evacuation briefings, refreshers or drills with Bar staff ,Volunteers and visiting companies.
9. To ensure correct levels of stock ordering by monitoring and recording stock movements.
10. To conduct all cellar duties which will involve taking in all deliveries, movement of stock trollies and stacking stock.
11. To deal with comments, feedback and complaints when duty managing in an efficient and friendly manner using good judgement within practices and guidelines.
12. To ensure all bar and merchandise outlets are clean and ready for service. This will include ensuring the bars are fully stocked, stock is rotated and floats prepared.
13. To ensure the safe operation of equipment in both bar areas and ensure they are maintained and presented to the highest standard and fully compliant with health and safety and licensing regulations.
14. To complete Front of House Show reports at the end of each session.
15. To monitor the appearance of the venue, carrying out building checks and dealing with any cleaning issues / reporting any maintenance concerns.
16. To liaise with the Duty Technician to ensure that the emergency evacuation procedures are adhered to.
17. To maintain excellent levels of communication and reporting with the Customer Experience Manager.
18. To be a designated first aider.

A full job description is available to view and download on our website.

The minimum age requirement is 18 years due to the age-restricted sales element of the role.

Customer Service Supervisors will be required to work a varying rota, including regular evenings, weekends and bank holidays. In this role, you will have no guaranteed hours, working on a casual basis, with hours available depending on needs the of the business.

This Customer Service Supervisor position may lead to the option of an ongoing part-time or full-time contract.

The listed skills are desirable but not essential. Primarily, we are looking for people with the right attitude - hardworking and keen individuals with a desire to learn and join our team to provide exemplary customer service to our customers and clients.

No previous experience is essential; all training can be provided.

Experience (in the workplace or another setting)

• Experience of working in an entertainment or customer driven environment or relevant applicable skills that could be transferred to this role.
• Experience of having held a position of responsibility.
• Experience of working in a bar.
• Supervision of staff, volunteers or teams.

Knowledge/Qualifications

• Awareness of Health & Safety.
• Awareness of Safeguarding Legislation.
• Qualified First Aider.
• Stock and bar Management.

Skills/Abilities

• Team Player.
• Good communication skills.
• Problem solving.
• Ability to follow procedures.
• Basic IT skills.
• Good people management.
• Attention to detail.
• Ability to learn new skills and processes.

Please submit a covering letter (no more than two sides of A4) with your CV. In your covering letter, please include why you want the role, your relevant experience, knowledge, and skills, and some examples outlining how you fit either or both descriptions.

Candidates who meet our selection criteria will be contacted within two weeks to schedule an interview.

We are an inclusive organisation committed to fair recruitment and equality of opportunity. We particularly welcome applications from those whose backgrounds are currently under-represented in our workforce and the Arts more widely.

As part of our commitment to being an inclusive employer, we would like you to complete an equal opportunities monitoring form. You will receive an email from us to acknowledge your application, which will include a link to complete this as well as an availability form.