Duty Manager (Casual)

The Core At Corby Cube; Corby; On-site; GBP 22,000 - 29,000; Part time

Job summary

The Core at Corby Cube is seeking a confident Casual Duty Manager to lead the front-of-house team during performances and events. You will welcome audiences, supervise volunteers, and ensure safety and high-quality customer experiences from arrival to departure.

Join a dynamic team in a theatre/arts setting, with responsibility for event delivery, team briefings, and effective communication with visiting companies and staff. Evening/weekend work is required.

Qualifications

• Experience of working in a busy customer-facing environment.
• Experience of supervising or leading a team of customer service staff or volunteers.
• Experience of working in a theatre, arts, entertainment, hospitality or similar event environment.
• Experience of dealing confidently with customers, including handling complaints and challenging situations.
• Experience of working evenings, weekends and other varied shifts.

Responsibilities

• Oversee the front of house operation during performances, events, workshops and hires, ensuring customers receive a welcoming, safe and high-quality experience from arrival to departure.
• Brief, deploy and supervise Customer Service Assistants and Volunteers during shifts, providing guidance and support and reporting any performance or training concerns to the Front of House Manager.
• Act as the front of house contact for visiting companies, hirers and event organisers during events, ensuring their requirements are met and issues communicated appropriately.
• Complete required pre-event, during-event and post-event checks, ensuring front of house areas are safe, clean, welcoming and prepared.
• Take responsibility for the safety of customers, staff and visitors during events, following health and safety procedures and acting as Fire Marshal or First Aider when required.
• Respond to customer enquiries, complaints and incidents and ensure customers with access requirements receive appropriate support.
• Support the operation of bars, merchandise and other customer-facing services, including cash handling and stock presentation.
• Manage accidents, incidents and emergencies during events, completing reports and escalating as needed.
• Complete accurate show and event reports and provide clear handovers with audience numbers, incidents and feedback.
• Attend briefings and training and communicate important operational information to staff and volunteers.
• Support opening/closing of the venue and ensure areas are secure after events.

Skills

Communication skills

Interpersonal skills

Leadership

Team supervision

Calm under pressure

Customer service

Conflict handling

Time management

Job description

About the Role

Love live events, great customer service and leading a team?

We’re looking for a confident and enthusiastic Casual Duty Manager to join us at The Core at Corby Cube.

You’ll be at the heart of our performances and events, leading our front-of-house team, welcoming audiences and visiting companies, and making sure everything runs safely and smoothly.

If you’re a great communicator, calm under pressure and enjoy creating brilliant experiences for people, we’d love to hear from you!

Job Opportunity

Job Purpose:

• To provide a high standard of customer service and hospitality to all audiences, participants, clients, visiting companies and visitors to The Core at Corby Cube.
• To take responsibility for the effective day-to-day operation of the building during performances, events, workshops and other activities, ensuring the safety, comfort and enjoyment of all customers and staff.
• To lead and supervise Customer Service Assistants and Volunteers during individual shifts, ensuring the team is appropriately briefed, deployed and supported.
• To act as the main operational point of contact during performances and events, working closely with visiting companies, technical teams and other colleagues to ensure the successful delivery of each event.
• To support the Front of House Manager in maintaining high standards of customer experience, safety, accessibility and operational delivery across The Core.

Key Task Areas:

Event & Customer Experience

1. To oversee the front of house operation during performances, events, workshops and hires, ensuring customers receive a welcoming, safe and high-quality experience from arrival to departure.

Staff & Volunteer Supervision

2. To brief, deploy and supervise Customer Service Assistants and Volunteers during shifts, providing guidance and support and reporting any performance or training concerns to the Front of House Manager.

Visiting Companies & Hirers

3. To act as the front of house contact for visiting companies, hirers and event organisers during events, ensuring their agreed requirements are met and any issues are communicated appropriately.

Building & Event Checks

4. To complete required pre-event, during-event and post-event checks, ensuring front of house areas are safe, clean, welcoming and appropriately prepared.

Health & Safety

5. To take responsibility for the safety of customers, staff and visitors during events, following health and safety, fire, emergency and safeguarding procedures and acting as a Fire Marshal or First Aider when required.

Customer Care & Accessibility

6. To respond appropriately to customer enquiries, complaints and incidents and ensure customers with access requirements receive appropriate support.

Event & Commercial Support

7. To support the effective operation of bars, merchandise and other customer-facing services, including appropriate cash handling, stock presentation and event-related income procedures.

Incident Management

8. To manage accidents, incidents, emergencies and other operational issues during events, completing appropriate reports and escalating significant matters to the Front of House Manager or relevant department.

Communication & Reporting

9. To complete accurate show and event reports and provide clear handovers, including audience numbers, incidents, customer feedback, staffing issues and operational concerns.

Team Communication

10. To attend relevant briefings, meetings and training and communicate important operational information to Customer Service Assistants and Volunteers.

Building Security

11. To support the appropriate opening and closing of the theatre and ensure front of house areas are secure at the end of the event.

General

12. To undertake other reasonable duties requested by the Front of House Manager or Commercial and Customer Experience Senior, commensurate with the level of responsibility of the role.

Working Pattern

13. Evening, weekend and bank holiday work will be required as part of the working week, reflecting the performance, events and activity programme at The Core.

Essential Skills

Essential:

Experience

• Experience of working in a busy customer-facing environment.
• Experience of supervising or leading a team of customer service staff or volunteers.
• Experience of working in a theatre, arts, entertainment, hospitality or similar event environment.
• Experience of dealing confidently with customers, including handling complaints and challenging situations.
• Experience of working evenings, weekends and other varied shifts.

Knowledge/Qualifications

• Good understanding of health and safety and emergency procedures within a public-facing environment.
• Good understanding of customer service and front of house operations.
• Awareness of safeguarding responsibilities.
• Understanding of accessibility and inclusive customer service.
• First Aid qualification or willingness to undertake training.*

Skills/Abilities

• Excellent communication and interpersonal skills.
• Strong organisational and time management skills.
• Ability to lead, motivate and support staff and volunteers during busy events.
• Ability to remain calm and make confident decisions under pressure.

Desirable:

Experience

• Previous Duty Manager or supervisory experience within a theatre, arts, entertainment or events environment.
• Experience of working with volunteers.
• Experience of food and beverage or bar operations.
• Experience of delivering events, performances or workshops.
• Experience of providing staff briefings or training.

Knowledge/Qualifications

• Knowledge of theatre front of house operations.

Closing date: Tue 8 September 26

Interviews: TBC