Customer Experience Supervisor

ATG Entertainment; City of Westminster; On-site; GBP 28,000 - 40,000; Full time

Job summary

ATG Entertainment is seeking a Supervisor to lead the Customer Experience Team and oversee a first-class Front of House operation at our theatre venue in Westminster. You will supervise staff, drive sales, and contribute to profitability while maintaining exceptional customer service and safety standards.

The role requires strong communication, problem-solving, and the ability to manage multiple tasks in a fast-paced theatre environment.

Qualifications

• Experience supervising a team to maximise sales and hit targets.
• Strong customer service mindset and frontline leadership.
• Excellent verbal and written communication skills across stakeholders.

Responsibilities

• Supervise the Customer Experience Team to deliver a seamless Front of House operation.
• Support the Front of House to maximise profits and implement new procedures.
• Ensure the team maximises sales while keeping shift lengths efficient.
• Maintain Front of House presentation to the highest standard.
• Assist with merchandise reconciliation when required.

Skills

Team supervision

Customer service

Verbal & written comms

Problem solving

Decision making

Multitasking

Attention to detail

Revenue focus

Job description

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.

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.

Requirements

• 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.

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.