Customer Experience Supervisor

ATG Entertainment; Aylesbury; On-site; GBP 28,000 - 36,000; Full time

Job summary

ATG Entertainment seeks a Customer Experience Supervisor to lead a Front of House team and uphold the highest standards of guest service. You will drive sales, manage costs and support the theatre's profitability through proactive process improvements.

You will foster a customer-centric culture, supervise staff, and work closely with internal and external contacts to ensure an exceptional venue experience for all visitors.

Qualifications

• Experience of supervising a team to maximise sales and consistently achieve targets.
• Customer service experience.
• Excellent verbal and written communications skills.
• Creative problem solver and confident decision maker.
• Ability to use initiative.
• Skilled in complaint resolution.
• 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.
• Ability to effectively prioritise.
• Positive and purposeful, with ability to think creatively to drive revenue and reduce costs.
• Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro-actively engage with all staff at all levels.
• Absolute attention to detail.

Responsibilities

• Supervise the Customer Experience Team to deliver a seamless Front of House operation.
• Support the Front of House operation to maximise profits and implement new procedures.
• Ensure the team maximise sales while keeping shift length to a minimum.
• Ensure Front of House is presented to the highest standard.
• Assist with merchandise reconciliation and ensure accuracy.

Job description

The Customer Experience Supervisor role

Part of the Customer Experience team, your line manager is the Customer Experience Manager. You are responsible for the supervision of the Customer Experience Team. The Supervisor assists 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. The successful candidate will supervise a team that will deliver and exceed targets; and proactively contribute to the venue's profitability by initiating ideas, systems and projects which will maximise sales and minimise costs. They will support a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce. Ensuring that 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. The successful candidate will build and protect key relationships with Customers, Promoters, external suppliers and internal colleagues.

You do need to be aged 18+ for this position.

Key responsibilities:

Retail Operation

• Supervise the Customer Experience Team to deliver a seamless Front of House operation.
• Support the Front of House operation to ensure aspects can be flexed to help achieve greater profits and assist with the implementation of new procedures.
• Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.
• Ensure the Front of House operation is presented to the highest standard.
• When required, to assist with the merchandise reconciliation and ensure it is accurate.

Customer

• Positively communicate with customers on all feedback received during a performance.
• Deliver excellent customer service at all times.
• Support the team in creating a strong customer centric culture.
• Support building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.

Sales / Finance

• Maximise sales and support the delivery of all Key Performance Indicators, which include, but are not limited, to Spend Per Head.
• Stock Control.
• Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
• If required, Undertake the role of Cashier alongside Supervisory duties.

General Front of House Activity

• Supervise and motivate staff as required, monitoring, and appraising their performance and assisting with any training required for their future development.
• To support, where necessary, with the recruitment and selection of staff.
• Respond to the requirements of staff during a shift e.g. till problems, change requests, queue management.
• Assist with supervising the health and safety of all customers during their visit to the theatre.
• To act as a level marshal in the event of an emergency situation / evacuation.
• Be knowledgeable of ATG's policies and procedures and ensure that these are consistently adhered to by all team members.
• Any other duties as reasonably requested.

Your skills, qualities, and experience

If you are able to demonstrate many 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 supervising a team to maximise sales and consistently achieve targets.
• Customer service experience.
• Excellent verbal and written communications skills.
• Creative problem solver and confident decision maker.
• Ability to use initiative.
• Skilled in complaint resolution.
• 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.
• Ability to effectively prioritise.
• Positive and purposeful, with ability to think creatively to drive revenue and reduce costs.
• Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro-actively engage with all staff at all levels.
• Absolute attention to detail.

Desirable:

• Additional F & B or hospitality/leisure/events experience.
• Personal Licence and First Aid qualifications.

Availability during the day, evenings and weekends is essential for this role.

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 are passionate about the pursuit of true diversity and equality. 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.