Customer Experience Supervisor
ATG Entertainment
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Job summary
ATG Entertainment is seeking a Customer Experience Team Supervisor for Manchester venues. You will lead a Front of House team, ensuring high standards of customer care and revenue opportunities during performances, evenings and weekends.
Role demands strong leadership, excellent communication, and a proactive, customer-centric approach in a fast-paced live entertainment environment.
Qualifications
- Experience supervising a team to maximise sales and achieve targets.
- Exceptional customer service experience.
- Excellent communications skills.
- Creative problem solver and confident decision maker.
- Ability to use initiative and prioritise.
Responsibilities
- Lead a Front of House operation to deliver high standards of service and meet KPIs.
- Oversee staff scheduling, training needs and performance.
- Assist with merchandise reconciliation and stock control.
- Ensure safety and procedures are followed during performances.
Skills
Job description
Customer Experience Team Supervisor
Can you lead a teamon shift to help create great customer service?We’relooking for customer-focused supervisorswho’dlike to work in our exciting, fast-paced companyacross theManchester Venues.
Every night we welcome thousands of people through our doors to enjoy the best in live entertainment. Whetherit’sa 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 returnagain and again!
As part of ourCustomer ExperienceTeamyou’llmake this happen.As the welcoming face of the company,you’lloffer the highest standards of customer service and care.You’llensure we meet our financial targets by making customers want to return and by selling products andexperienceson the night, ranging from traditional programmes and ice creams.
Full of variety, this role is both fun and challenging.You’lltake responsibility for a range of tasks as part of a friendly,passionateand ambitious team, working in our unique venues with an ever-changing programme of events.
If you have the skills to achieve our goals and an affinity for our valueswe’dlike to hear from you!
Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.
As part of the Customer Experienceteam, your linemanager is the Assistant CEM on your shift and the Deputy CEM Managers.Youare responsible forthe supervision of the Customer ExperienceFOHTeam.
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 thisroleand your availability should reflect this.
The Supervisorassiststhe 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.
- 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 andassistwith the implementation of new procedures.
- Ensure the Front of House operation is presented to the highest standard.
- When required, toassistwith the merchandise reconciliation and ensure it isaccurate.
- Assistwith supervising the health and safety of all customers during their visit to the theatre.
- To act as a level marshalin the event ofan emergency / evacuation.
- 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.
- Supervise and motivate staff asrequired,monitoringand appraising their performance andassistingwith any training required for their future development.
- Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.
- Complete return to work meetings with staff members who have been absent due to sickness.
- To support, where necessary, with the recruitment andselectionof staff.
- Respond to the requirements of staff during a shift e.g. till problems, queue management.
- Positively communicate with customers on all feedback received during a performance.
- Always deliver excellent customer service.
- Support the team in creating a strong customer centric culture.
- Support building relationships with both internal and external contacts,maintaininghigh levelsof customer satisfaction at all times.
- Maximise sales and support the delivery of all Key Performance Indicators, which include but are not limited to Spend PerHead, Average Shift Lengthand Stock Control.
- Completestock / voucherreconciliation of sales points andmaintainsecure andaccuratehandling ofall stock in keeping with procedures.
We are all expected toparticipateactively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATGEntertainmentis expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
If you have most of the essentialcriteria,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.
- Experience of supervising a team to maximise sales and consistently achieve targets.
- Exceptionalcustomer service experience.
- Excellent communications skills.
- Creative problem solver and confident decision maker.
- Ability to use initiativeand effectively prioritise.
- Skilled in complaint resolution.
- Experience of working in a fast-pacedenvironment, 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.
- 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.
- AdditionalFood & Beverage, retail,hospitality,leisure,events experience
- Experience of working at pace with limited supervision whilst adhering topressure and timescales.
- First Aid qualifications.
- Experienceof working in an environmentselling age-restricted products.
- Understandingofbusiness risks includingbut not limited toCOSHH, safe working procedures, emergency protocols.
- Experience of delivering training.
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)
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.
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 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 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.
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