Duty Manager

MAC (Midlands Arts Centre); Birmingham; On-site; GBP 20,000 - 30,000; Part time

Job summary

A leading arts venue in the West Midlands is hiring a Duty Manager to oversee customer service operations. Responsibilities include managing a team, ensuring customer satisfaction, and complying with safety regulations. Ideal candidates will have supervisory experience and excellent communication skills. The role involves weekend and evening work on a 15-hour contract.

Qualifications

• Minimum of two years' experience supervising a customer service team.
• Experience dealing with security issues and anti-social behaviour.
• Excellent verbal and written communication skills.

Responsibilities

• Manage staff to deliver excellent customer service.
• Ensure compliance with health and safety regulations.
• Liaise with visiting companies and pass information to teams.

Skills

Customer service

Communication skills

Problem-solving

Team management

Flexibility

Tools

Microsoft Office

Spektrix

Job description

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We are recruiting for a Duty Manager to join our Customer Services department on a 15 hour per week contract including working hours on weekends and evenings.

Key Responsibilities

Principal Purpose of Post

This is a key customer focussed role for MACand is key to visitors' experience and to the perception of the organisation as an iconic arts venue in the West Midlands. The Duty Managers are responsible for the proactive and organisation-wide day-to-day management of the building, championing customer service and experience across the venue. They will lead a team of staff, establishing and delivering excellence in customer service.

Key Responsibilities

Customer Service

To Champion excellent customer service across MAC's activities, leading by example and supporting colleagues to improve their service delivery. You will:

• Ensure that an excellent standard of service is offered to all visitors, ensuring a positive and warm welcome is given and motivating all the Front of House Customer Service Teams to deliver the highest level of service at all times.
• Be a visible presence around the building actively engaging with visitors and colleagues,
• Ensure that the building looks smart and professional at all times, and correct any shortfalls as a matter of priority,
• Handle queries or complaints in a professional, timely and courteous manner, to ensure on-going customer satisfaction and ensuring these are recorded in the appropriate system,
• Ensure the customer service teams are fully briefed on MAC's current and future programmes, commercial operations (including room hire), conferencing facilities, and to be able to discuss them confidently with customers
• to use Yesplan room booking software and Spektrix ticketing software both to input and retrieve information, including the use of Office 365, People HR
• Motivate and manage the Customer Service Assistants to achieve service targets as set by, the Senior Management Team and Head of Trading,

Public/Building Safety

To ensure the safe and efficient day-to-day running of the centre within MAC's policies and procedures, and the conditions of the Premises Licence: You will be a Key-holder and:

• Safely and securely open and close the building, carrying out all safety and security checks in order that MAC is ready to welcome visitors and completing the closure checks at the end of the day.
• Ensure that MAC complies with its Premises Licence and other statutory regulations.
• Maintain a thorough knowledge of safety and emergency procedures, leading staff in their application and training in their use
• Liaise with other relevant managers to ensure any potential or actual hazards are minimised and managed appropriately
• Be the Incident Commander in the event of an evacuation,
• Be the primary first aider on site and ensure all accidents are recorded and that any inidents are dealt with in line with procedure and recorded accordingly
• Ensure the first aid room is ready for use and all first aid boxes and similar are replenished regularly or as used
• Ensure that security issues are dealt with quickly and professionally.
• Ensure any safeguarding issues are reported and dealt with apropriately.
• Be responsible for the overisight of any contractors on site and ensure effective and clear channels of communication with the contractors, the Customer Services Team and other internal departments.

Staff Management

Together with other Duty Managers to be responsible for the efficient, professional and effective running of the Customer Services Team, Venue Supervisors/Event Co-ordinators. You will:

• Manage the CSA team who are working during your shift, this will include providing briefings to them, ensuring that they are performing to MAC's required standards and recording any perfomance issues,
• Line Manage a team of up to 15 staff, undertaking 3-month, 5- month and annual reviews and performance management meetings.
• Effectively roster the CSA team ensuring responsibilities are allocated accurately according to business needs and to respond efficiently to any last minute changes and extra requirements,
• Take responsibility for the accurate signing/checking/reporting of timesheets and annual leave and monitor lateness and absence taking any action where necessary within the Customer Service Team
• Ensure effective and clear channels of communication within the Customer Services Team and other internal departments.
• Ensure all MAC colleagues adhere to MAC's Dress Code and Uniform Policy PPE requirements while on shift, addressing any short falls in a prompt and professional manner with the individual or their manager.
• Support the Head of Customer Services with recruitment, induction and training of new CSAs.
• Motivate and manage the Customer Service Assistants to achieve service targets as set by, the Senior Management Team and Head of Trading,

Performance Venue Management

To work alongside the Venue Supervisor and technical team to ensure the smooth running of all front of house elements of MAC's performance programme. You will:

• Liaise with visiting companies, artists, and hirers and pass on all relevant information to the CSA team and technicians to ensure the correct delivery of all shows in accordance with MAC's policies and needs of the artists,
• Work with the CSA team to ensure that pre-show safety checks are carried out correctly, that audience tickets are scanned correctly and resolve any audience related issues before providing Front of House Clearance for all performances and screenings.
• Ensure all performances start in a prompt and timely manner, whilst following MAC's procedures in respect of postponements and/or cancellations.
• Work with the Catering team to ensure Catering prepared or delivered to artists (riders) is as per their booking/requests, well presented and in line with Best practice Guidelines.
• Use Spektrix/ticketing system to monitor audience attendance and ensure any audience accessibility requirements are fully prepared,

Event Management

To support the Venue Supervisor as necessary to ensure comemrcial hire client satisfaction. You will:

• Oversee the delivery of the Commercial Hire bookings to ensure client satisfaction by liaising closely with the Venue Supervisor, Commercial Hires and Catering teams,
• Ensure room set-ups and furniture moves are planned and in place for all events and activities in the venue.
• Co-ordinate spot cleaning of hired facilities in between bookings where required.
• Have a working knowledge of MAC's AV systems in each hireable space to troubleshoot any issues which arise during a booking,

Welcome Desk Management

To oversee the performance of the Welcome Desk team. You will:

• Ensure the Welcome desk is focussed, well presented and customer oriented, presenting a positive image of the business to customers.
• Be familiar with MAC's ticketing software Spektrix and retail EPOS system to support the Customer Service Assistants in sales of tickets and retail items.
• Ensure the daily up-keep and collection of customer data in accordance with the Data Handling Policy.
• Ensure effective administration of the department and banking of all monies taken through the team, including the reconciliation of credit card payments, cheques, credit vouchers, gift certificates and all other potential payment methods.
• Perform accurate and timely checks of the safe and create, check and validate floats.

Other Tasks

Ensuring good administration of the areas for which the post carries responsibility and in particular to:

• ensure adherence to MAC's administrative and financial systems;
• support Head of Customer Services to complete risk assessments where required
• ensure a Duty Manager presence at key production and event meetings
• compile the Duty Manager rota on a monthly basis when requested
• train all MAC staff on the evacuation procedures and building regulations during inductions and where required
• lead the weekly Operations Scheduling Meetings when requested
• contributing to and operating within key policies as required
• undertake such training as may from time to time be appropriate to the post.
• be a full team member within the department and contribute to the life of the organisation as a whole.
• develop knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness.
• To be aware of and comply with MAC's Equal Opportunities Policy
• to develop a knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness.
• undertake any other duties which may be required from this post.

Equal Opportunities & Diversity

All staff are expected to further, promote, and ensure the implementation of, the equal opportunities policies of MAC.

We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people are a reflection of the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.

Note

This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.

Hours of work will include weekend and evening work.

This position is subject to an Enhanced Disclosure with DBS (see Disclosure and Barring Policy & Procedure).

Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.

Person Specification

A person specification describes the areas of knowledge, skills and experience a person should possess in order to take up the post.

Essential

• A minimum of two years' experience of supervising a customer service team preferably in a public venue (e.g. arts)
• Experience of developing and delivering high levels of customer satisfaction within a customer relationship management policy
• Demonstrable experience in deal with security issues and anti-social behaviour.
• Excellent verbal, written and telephone communication skills,
• Demonstrable experience of provision of services to people with access needs,
• Flexible and positive approach with troubleshooting and problem-solving skills
• A working knowledge of current licensing and health and safety requirements in public venues e.g. building evacuations, risk assessments, manual handling

• Working experience of cash handling and following financial procedures.

• Excellent IT skills including Microsoft Office applications and experience using ticketing software such as Spektrix
• Availability to work unsociable hours

• Manual Handling experience and ability to move heavy furniture (with aids)

Desirable

• Experience of establishing systems and processes (recognizing and recommending improvements where necessary) and communicating these to others
• Knowledge of and enthusiasm for the arts
• Performance Venue management experience.
• Knowledge of safeguarding legislation and procedures.
• Experience of recruiting and managing volunteers
• First aid certificate
• IOSH or similar health and safety training

How to Apply

To apply for this post please follow the link below and follow the application process.

Please note that all applications are anonymised during the shortlisting stage. Any attached CVs will not be used at the shortlisting stage, so please ensure you complete the application fully and include all of your experiences, qualifications and any skills you have that would help us when considering you for this role.

Deadline

All applications must be received no later than 11:59pm on Sunday 24 August 2025.

Please be aware that we may close this vacancy before the stated deadline if we receive a high number of applications. We strongly advise you to submit your application as early as possible. Late applications will not be considered.

Short-listing

Shortlisted candidates will be informed at the latest by Wednesday 27 August 2025.

Interviews

Shortlisted candidates will be invited to an interview on Tuesday 2 or Wednesday 3 September 2025