Customer Service Manager

Transcription

1 Job Description Person Specification April 2017 swindontheatres.co.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 is one of 12 venues within HQ Theatres & Hospitality s (HQT&H) current portfolio of regional theatres and concert halls. HQT&H currently manages 18 auditoria on behalf of local authorities, with capacities ranging from a 200 seat arts centre to a 2,400 seated/standing theatre. Last year HQT&H programmed a total of 2,354 shows which attracted attendances of over 1.5 million. HQ Theatres & Hospitality (HQT&H), the UK s second-largest venue operator, is a division of Qdos Entertainment Ltd, one of the largest entertainment Groups in Europe. The Wyvern Theatre and Arts Centre are exciting places to work. Both venues offer a mixed programme of concerts, comedy, dance, drama, musical theatre and local amateur productions. We also host a wide range of hospitality and dining events throughout the year and hire our spaces for conferences, private parties and weddings. We are extremely proud of our venues. Our teams enjoy working in an ever-changing environment with people who have true passion and dedication. If you're looking to work in unique surroundings and in a role that allows you to drive your interests and ambitions forward, we may have just the job for you! Employment type: Salary: Hours: Work location: Purpose of the role: Our ideal candidate: For an informal discussion contact: Closing date: How to apply: Full Time c. (FTE 18,000 pa) dependent on experience, ability and potential Basic hours are 40 per week over 5 days out of 7, subject to variation to meet business requirements. Working hours will include evenings, weekends and Bank Holidays. You will be based at Wyvern Theatre and may be required to travel to and work at other HQT&H venues. Approved travel expenses will be reimbursed. Customer Service Managers are responsible for the smooth and efficient day to day running of the front of house operations as well as the identification and implementation of long term strategies for Front of House management development. They lead and develop the team of volunteers, in both their activity and their approach, to provide at all times a safe, warm, friendly and vibrant environment for audiences and visitors alike. As well as ensuring the companies health and safety policy and local procedures are implemented and carried out Customer Service Managers will work closely with all departments to identify and implement long term strategies for customer service standards and commercial income opportunities through merchandise sales and commission. Experienced in a customer service environment with a strong ability to exercise initiative, take personal responsibility and resolve issues independently. A positive, solution focused attitude to work with excellent verbal and interpersonal and good written communication skills. A High level of IT literacy (MS Office). Good administrative skills with the ability to maintain systems and records. A basic Knowledge of Health & Safety with experience of implementing and monitoring safe working practices. Strong organisational, time management and prioritisation abilities working effectively under pressure and the flexibility to adapt quickly to demands. Flexibility in relation to duties and working hours which will include evenings and weekends. Elly Stimpson-Duffy, Theatre Manager / , elly@wyverntheatre.org.uk Friday 5 th May pm Complete an application form and provide a covering letter, detailing the hours you are interested in, to elly@wyverntheatre.org.uk Tell us why you think you are suited to this role, why it interests you and how we ll benefit from having you on board.

3 REPORTING You will report directly to the Theatre Manager In this role, you will line manage the volunteers. KEY ACCOUNTABILITIES Duty Management Operations To be responsible for the day to day management of the performances and events To take lead operational responsibility for the safety and security of the building, ensuring that systems and procedures for security are followed at all times and that correct opening up and locking up procedures are followed Implementing the correct emergency and evacuation procedures for the building To act as duty manager as required for a minimum of four evenings per week and during key performances and events as required To act as a key-holder and to be on the emergency call-out list Work closely with other departments to ensure the theatre and all events operate smoothly and efficiently Act as a Duty Manager for performances / events and being first point of contact for customers and visiting companies Liaise with the visiting companies to ascertain requirements for managing the performances / events To ensure that all front of house sales are dealt with in conjunction with the most up to date Cash Handling Procedure To carry out regular checks ensuring all spaces, internal and external, all fittings, equipment and resources are well maintained, in good working order and to take appropriate action when they are not. Duty Management Customer Services Work with the Theatre Manager to successfully implement our customer services programme Work with the Theatre Manager and front of house team to improve the customer service results through our mystery shopper reports. Then implement agreed changes to processes Keeping up to date the customer service requirements and training need of key staff members and volunteers Identify opportunities to enhance customer service Keeping up to date with job knowledge by attending relevant training opportunities and share information with relevant team. To ensure that all volunteers deliver a high standard of appearance and customer service Commercial Work with the Theatre Manager to meet the relevant financial objectives of the business Work with the Theatre Manager to meet financial objectives

4 Administration Work with the Theatre Manager to ensure all theatre administrative tasks are completed within the department. Undertake all administration in relation to the volunteers Respond promptly to all correspondence for customer service queries To be responsible for the recruitment, induction, development and training, supervision of all volunteers To be responsible for keeping up to date the volunteer records Lead in the ongoing development of the volunteers handbook Responsible for drawing up show rotas ensuring that front of house is adequately staffed with volunteers for each performance. Assisting with finance duties as required Health & Safety In conjunction with the Theatre Manager ensure that the companies Health and Safety Policy is implemented using local procedures To implement the correct emergency procedures Support Theatre Manager with ensuring all Health & Safety training is up to date for all staff and volunteers Work closely with the Theatre Manager to develop and implement risk assessments To ensure all staff and volunteers receive regular fire awareness training and take part in regular fire drills in conjunction with our Health and Safety procedures Be a First Aider on behalf of Keep accurate accident and incident records PERSON SPECIFICATION In order to be considered for this post you will need to evidence and demonstrate: Experience Experience in a customer service environment Ability to exercise initiative take personal responsibility and resolve issues independently A positive, solution based approach to work Excellent administrative skills with the ability to maintain systems and records Strong organisational, time management and prioritisation abilities working effectively under pressure and the flexibility to adapt quickly to demands An interest in the arts and an enthusiasm for working in a diverse environment Flexibility in relation to duties and working hours which will include evenings and weekends An interest in the arts and an enthusiasm for working in a socially engaged and culturally diverse environment is desirable.

5 Skills At least a basic level of competency using Outlook, Word and Excel. The ability to communicate effectively with colleagues, the public, stakeholders and industry professionals. Excellent organisational and planning skills and the ability to delegate effectively to others. The ability to work calmly and effectively in a pressurised work environment Attitude A strong customer service focus and a genuine desire to deliver an excellent experience, every time. A team player who leads from the front and by example. A can-do attitude and a positive, flexible approach to the job role, work colleagues and peers. A strong customer service focus and a genuine desire to deliver an excellent experience, every time. A can-do attitude and a positive, flexible approach to the job role, work colleagues and peers. A presentable, professional and approachable manner which sets an example for others to follow. Willing to work flexible hours including evenings, weekends and Bank Holidays. A desire to undertake training, learning and development relevant to the job role. Desirable Experience in managing a large team of volunteers Knowledge of basic health & Safety Train the Trainer qualification and/or experience of delivering effective in-house training. Other Responsibilities Dress in accordance with Company uniform policy and wear protective clothing where issued and instructed. Attend and, if required, note take meetings as required. This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities.