Duty Manager (Customer Experience)

Birmingham Repertory Theatre; Birmingham; On-site; GBP 15,000 - 29,000; Part time

Job summary

A leading regional theatre in Birmingham is seeking a Duty Manager to oversee the Customer Experience Team and ensure a First Class Visitor Experience. Responsibilities include leading the team, managing building activities, and maintaining customer satisfaction. Ideal candidates must possess strong customer service skills, be flexible with availability, and obtain First Aid certification upon hiring. This part-time position offers competitive pay with significant benefits.

Benefits

Holiday entitlement of 5 weeks plus bank holidays

A day off for your birthday

Employee assistance service

Staff ticket discount

Discounts in food and drink outlets

25% Season Ticket discount on parking

Salary sacrifice schemes including Bike to Work scheme

Qualifications

• Candidates must be willing to work evenings and weekends.
• Must obtain First Aid qualification upon hiring.
• A positive attitude, flexibility, and reliability are essential.

Responsibilities

• Lead the Customer Experience Team on shift effectively.
• Ensure that the Visitor Experience is First Class.
• Manage all building activities during unexpected situations.

Skills

Strong customer service skills

Calm and professional under pressure

Cash handling and reconciliation

First Aid at Work qualification

Strong communication

Teamwork

Decision-making skills

High standards of appearance and punctuality

Job description

Overview

The role leads the Customer Experience Team on shift and helps to ensure that the Visitor Experience is First Class and is reflective of the company's vision and values. As Duty Manager you will have overall responsibility for all building activities and will lead from the front in the event of an unexpected situation.

Responsibilities

• Lead the Customer Experience Team on shift and help to ensure that the Visitor Experience is First Class and reflective of the company's vision and values.
• As Duty Manager you will have overall responsibility for all building activities and will lead from the front in the event of an unexpected situation.

Qualifications and Personal Attributes

• Strong customer service skills, be able to maintain a calm and professional manner when under pressure, and confident in managing large groups.
• Familiar with cash handling and reconciliation.
• First Aid at Work qualification is required or must be obtained upon hiring.
• Positive attitude, flexibility, reliability, and a commitment to excellence. Strong communication, teamwork, and decision-making skills are essential, along with high standards of appearance and punctuality.
• Candidates must be willing to work evenings and weekends, but the role will be fully flexible.

Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details, please go to [link not provided].

Hours, Pay, Holidays

Hours: 20 hours per week. Evening and weekend work will be required.

Pay: £28,697.32 pro rata (Actual salary £15,080 per annum)

Holidays: 25 days per year rising to 30 with service, plus bank holidays. The holiday year runs from 1 September to 31 August each year.

Benefits

• Holiday entitlement of 5 weeks plus bank holidays (pro rata)
• A day off for your birthday
• Free-to-use employee assistance service
• Staff ticket discount (when available)
• Staff discount in The Rep food and drink outlets
• 25% Season Ticket discount on parking at Q-Parks
• £5 day rates at Utilita Arena North and South Car Parks
• Access to salary sacrifice schemes including Bike to Work scheme and Health Cash Plans

It's important to us that The Rep reflects the communities we serve and therefore we particularly welcome applicants from the global majority and D/deaf & disabled communities as these groups are not as well represented as we want them to be.