Assistant Customer Experience Manager

ATG Entertainment; Manchester; On-site; GBP 32,000 - 52,000; Full time

Job summary

ATG Entertainment in Manchester is seeking a Casual Assistant Customer Experience Manager to lead our Front of House teams across two venues. You will motivate supervisors, maintain high customer service standards and drive revenue through on-the-night sales and guest engagement.

The role requires evening and weekend availability, strong leadership and a passion for live entertainment. You will work closely with the Customer Experience Manager to deliver memorable experiences, manage staff

Qualifications

• Experience leading Front of House teams and driving sales.
• Proven ability to maintain high customer service standards.
• Strong communication and staff development skills.

Responsibilities

• Lead FOH staff and supervisors on shift across two venues.
• Drive customer satisfaction and on-night sales while ensuring compliance.
• Manage staffing, training, attendance, and performance logs.
• Collaborate with CE Management to optimise processes and profits.
• Maintain standards for licensing, hygiene and safety.

Skills

Team leadership

Customer service

Staff supervision

Communication skills

Job description

Casual Assistant Customer Experience Manager:

Can you lead a team to provide amazing customer service?

Can you motivate them to achieve results?

Are you looking for something a little bit different?

We're looking for customer-focused managers who'd like to work in our exciting, fast-paced and interesting company.

Every night we welcome thousands of people through our doors to enjoy the best in live entertainment. Whether it’s a night out with friends for a special birthday or a family's first pantomime, every visit is important. We work hard to make sure each customer leaves with those unique memories you can only get from a live show… and that they want to return again and again!

As part of our Customer Experience Management Team you'll make this happen. The charismatic and welcoming face of the company, you'll offer the highest standards of customer service and care. You'll ensure we meet our financial targets by making customers want to return and by selling products and packages on the night, ranging from traditional programmes and ice creams to exciting new cocktails in our luxury bars.

Full of variety, this role is both fun and challenging. You'll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in one of our unique venues with an ever-changing programme of events.

The Role:

Part of the Customer Experience team, your line manager is the Customer Experience Manager.

You will lead the Customer Experience FOH staff and supervisors during each performance.

This role is performance based across 2 venues (The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending on performance calendar. Evening and weekend work is essential for this role and your availability should reflect this.

Key responsibilities:

The Assistant Customer Experience Manager is responsible for supporting the Customer Experience Management Team to lead a strong Front of House operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards.

Front of House Operation:

• Work closely and collaboratively with the Duty Manager and lead the Customer Experience Team / Supervisors on shift to deliver a seamless Front of House operation.
• Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits.
• Ensure the Front of House operation on shift is managed and presented to the highest standard and fully complies with laws and regulations.
• To ensure the visiting companies' merchandise requirements are met and liaise with the merchandise company regarding commissions and stock requirements and ensure merchandise reconciliation is accurate.
• Building key relationships with customers, promoters, external suppliers and internal colleagues.
• Be knowledgeable of ATGE's policies and procedures and ensure that these are consistently adhered to by all team members.
• Any other duties as reasonably requested.

Staffing:

• Build a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce.
• Manage and motivate supervisors, monitoring their performance and ensuring they are appropriately trained and developed.
• Be the first point of contact for supervisors on a performance for incidents.
• To ensure supervisors and team members adhere to licensing and hygiene regulations and a high standard of cleanliness is maintained in all areas.
• To update and complete staff absence and performance logs.
• Complete return to work meetings with staff members who have been absent due to sickness.
• Ensure the team on shift are completing reports / providing feedback that is to be included within the show report for the performance.
• Ensure that all staff on shift are adhering to the uniform requirements and always maintain a smart appearance.
• Compile staff working hours and update wages at the end of each performance.
• To support, where necessary, with the recruitment and selection of staff.

Customer:

• Ensuring the customer is at the centre of everything we do, and that the wider team have a continuous awareness of and will deliver and exceed all customers' expectations.
• Positively communicate with customers on all feedback received during their visit.
• Always deliver and promote excellent customer service.
• Lead the team on shift in creating a strong customer centric culture.
• Assist in building relationships with both internal and external contacts, maintaining high levelofs customer satisfaction.
• Effectively manage customer queries and complaints received on the night.
• Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with CE Management team.

Sales / Finance:

• Leading a team on shift that will deliver and exceed targets; and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs.
• Maximise sales opportunities across the Front of House operation.
• Ensure all Key Performance Indicators are pushed on shift which include but are not limited to Spend Per Head, Average Shift Length, Ticket Scanning % & Training metrics.
• Embrace new ideas and concepts that are to be introduced and positively roll the ideas out to team members.
• Ensure stock reconciliation is completed by the supervisor team and any issues investigated and corrected or relayed to the Customer Experience Management Team.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Your skills, qualities and experience.

If you have most of the essential criteria we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.

Essential

• Experience of leading a team to maximise sales and consistently achieve targets.
• Exceptional customer service experience.
• Ability and confidence in managing a diverse team, treating differing views with discretion and diplomacy.
• Excellent verbal and written communications skills.
• Creative problem solver and confident decision maker.
• Ability to use initiative and effectively prioritise.
• Highly skilled in complaint resolution ensuring customer satisfaction.
• Experience of working in a fast-paced environment, managing multiple projects at once.
• Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
• Uphold a positive and professional work environment.
• Solution-focused, with ability to think creatively to drive revenue and reduce costs.
• Absolute attention to detail.

Desirable

• Enthusiasm for/ interest in the theatre and the work of ATGE, and ability to positively and pro-actively engage with all staff at all levels.
• Additional Food & Beverage, retail, hospitality, leisure, events experience.
• First Aid qualifications.
• Experience of delivering training.
• Understanding of business risks including but not limited to COSHH, safe working procedures, emergency protocols.

About Us - Our values

ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You'll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you'd like to discuss accessibility prior to applying, please email [e-mail] for a confidential discussion.