Customer Service Manager

Leicester City Council; Leicester; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A local government organization in Leicester is looking for a Customer Service Manager to lead the front of house and catering operations at De Montfort Hall and Haymarket Theatre. The role includes managing staffing, ensuring safety during events, and enhancing customer service standards. Ideal candidates will have a strong background in entertainment, excellent organizational and leadership skills, and relevant qualifications. Opportunities for training and flexible working arrangements are available.

Benefits

Generous annual leave

Local Government Pension Scheme

Training and development opportunities

Flexible benefits including childcare vouchers

Qualifications

• Extensive experience in the entertainment industry, particularly in customer service and hospitality.
• Experience managing security in a venue is a plus.
• Ability to handle complaints and service issues professionally.

Responsibilities

• Oversee front of house, catering, and security operations.
• Manage staffing and training needs for shows.
• Monitor budgets and sales to meet financial targets.

Skills

Customer service

Leadership

Organizational skills

Health and safety knowledge

IT skills (Word, Excel, PowerPoint)

Education

IOSH Working Safely Qualification or equivalent

Personal liquor licence (preferred)

Tools

EPOS systems

Job description

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Full Time / 37 Hours Per Week / Permanent

Would you like to join our dynamic service who aim to provide a high‑quality customer experience for visitors at both De Montfort Hall and Haymarket Theatre?

De Montfort Hall is situated at the edge of the city's Victoria Park and has acted as a cultural beacon for the people of Leicester, Leicestershire and beyond for nearly 110 years. Since its opening in 1913, the hall and gardens has held music concerts, royal visits, comedy shows, company dances, pantos and so much more. Putting on circa 250 performances per year, it is a vibrant and exciting place to work with a real diverse variety of live shows and events.

The Haymarket Theatre is situated in Leicester City Centre next to the Haymarket Shopping Centre and was opened in 1974 until 2007 as a working Theatre. The Theatre is currently used as a Dance School with occasional evening Dance shows.

Join us as a Customer Service Manager and you'll be a part of a welcoming and friendly team. You'll work in a busy, fast paced environment to ensure the safety and security of customers, staff, performers, and the venues are at the forefront of shows or events. Liaising with colleagues across all sections of the Theatres, and with touring companies, you'll work together to deliver specific requirements for shows in accordance with our statutory duty.

This is a full‑time, permanent post, working 37 hours per week including evenings, weekends, and bank holidays. There is some flexibility to your work and remote working is also available around the needs of the business. You'll be required to work as the Duty Manager for the Front of House and Catering service on a regular basis.

What you'll be doing

You'll be responsible for the efficient running of the front of house, catering, and security operations by making sure sufficient staffing/security levels are available for shows, and deal with POS and PDQ's at our bars and service areas. Directly managing both the Front of House and Catering Supervisors, you'll lead a team of full time and casual staff, ensuring training is developed and delivered, risk assessments and COSHH are periodically assessed, and working practices are implemented. Furthermore, you'll carry out recruitment as and when required. Dealing with customers, you'll handle complaints and service issues in a practical and professional manner. You'll monitor budgets, product ranges, pricing and show sales to meet financial requirements. You'll put into effect long‑term improvement strategies relating to customer service standards, commercial income opportunities through our bar and hospitality sales, merchandise, and programme sales. You'll hold regular one‑to‑one meetings with your supervisors, monthly meetings with the front of house and catering teams and departmental meetings to ensure show requirements, staffing levels and income is maximised.

What you'll need

You'll be driven, enthusiastic, with excellent organisational skills to lead the customer services team. With extensive experience of the entertainment industry, you'll be able to encompass customer service, hospitality, and security, ideally from within a theatre or concert venue. Experience of managing security in a venue will be an asset to help you drive our security requirements forward. You'll have in‑depth knowledge of health and safety within the workplace covering risk assessments and COSHH. Using strong leadership skills, you'll be able to develop and manage key members of staff, ensuring they meet the service needs and allocated tasks in a timely manner. You'll have proficient IT skills to be able to use Word, Excel, PowerPoint as well as EPOS systems and PDQ's. With the ability to self‑manage, make confident decisions under pressure, and a commitment to providing exceptional customer service, you'll create a positive working environment.

You'll have knowledge of the Liquor Licensing industry and preferably hold a personal liquor licence. You must possess an IOSH Working Safely Qualification or equivalent.

What we can offer you

As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. You'll enjoy generous annual leave, membership of the Local Government Pension Scheme and the option of flexible working. We'll also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from a number of flexible benefits, including childcare vouchers, discounts on city buses and trains and help with relocation to Leicester, where appropriate. For an illustrative value of your benefits package, take a look at our benefits calculator.

Join us

We're committed to recruiting a diverse and highly‑talented workforce as we continue to build a council that is fitting and representative of our great city. That's why we've designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. We'll do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the 'our approach to recruitment' page.

For an informal discussion about this post, please contact: Paul Oliver on 0116 4543442

Interviews will take place on 12th, 13th and 14th November 2025.