Operational Duty Manager

The Glasshouse International Centre for Music; Newcastle upon Tyne; On-site; GBP 30,000 - 35,000; Full time

Job summary

A notable arts venue in Newcastle upon Tyne is seeking a Duty Manager to oversee live event delivery and operational management. You will lead teams, ensure compliance with health and safety regulations, and enhance the customer experience. The role involves proactive planning, team development, and collaboration across departments to maintain high service standards. Applicants should have experience in customer service and team management, plus a qualification in leadership. This position offers opportunities for professional growth within a renowned setting.

Qualifications

• Proven experience leading teams in high-quality customer service.
• Experience in leading and managing a team, including task allocation.
• Knowledge of emergency evacuation procedures & health and safety compliance.

Responsibilities

• Lead teams during live events and ensure smooth operations.
• Manage frontline tasks and line management for FOH employees.
• Develop and maintain knowledge of the venue's program and audiences.

Skills

Customer Service Excellence

Team Management

Operational Planning

Evacuation Procedures

Education

Leadership or management qualification

Tools

Microsoft 365 suite

Job description

As a designated Duty Manager (DM), you will work in one of the region's most iconic venues as a senior member of the Audience Experience and Front of House team. You will provide effective leadership across the customer experience function, working closely with colleagues across the organisation to deliver the highest standards of customer service across a wide range of activities. The role is primarily focused on live event delivery and operational management. You will also contribute to operational planning and team development, working with the Audience Experience Manager and colleagues to establish the Audience Experience & Front of House team as in-house operational experts supporting the wider organisation.

Responsibilities

• Leadership in Event Delivery: Experience leading teams during live events and ensuring smooth operational execution. Act as a key holder, opening and securing the building as part of the designated management team
• Lead evacuation procedures when on duty
• Ensure adequate first aid cover is in place at all times
• Ensure all health and safety policies and procedures are followed by on‑duty staff, supporting and challenging colleagues to maintain best practice
• Support the CET Systems Operator and Audience Experience Coordinator with rota planning, using operational insight to ensure appropriate staffing levels to:
• Deliver excellent customer service
• Remain fully compliant with health and safety requirements
• Contribute to the development and implementation of operational planning timelines, meetings, and reports
• Support Front of House and programming colleagues with operational and FOH queries
• Ensure all incidents are reported immediately and in line with established policies and procedures
• Prepare and deliver clear, concise shift briefings with a focus on health and safety and excellent customer service
• Proactively share best practice, learning, and ideas with the Audience Experience & FOH management team to support continuous improvement
• Identify and act on opportunities to enhance the visitor experience
• Complete daily operational reports accurately and on time, including:
• House reports
• Daily handovers
• Staff software updates
• First aid reports
• Incident reports

Team Development

• Lead the Audience Experience and Front of House teams to deliver excellent customer service
• Manage frontline task allocation and line management for FOH CET employees and workers, and task and line management for Facilities CET employees and workers
• Escalate issues to the Audience Experience Manager and/or Head of Audience Experience & Operations as required
• Contribute to the development of a comprehensive training programme, including: First aid provision
• Fire safety and evacuation
• Customer service standards
• Complaint handling
• HR policies and procedures
• Support the development of robust HR processes within the FOH team, including: Recruitment
• Uniform standards
• Personnel records
• Sickness, absence, and timekeeping
• Staff benefits
• Commit to personal development opportunities provided by The Glasshouse

General Responsibilities

• Develop and maintain excellent knowledge of The Glasshouse programme and audiences
• Work collaboratively with all departments to identify commercial FOH opportunities, particularly within Food & Beverage, Public Engagement, and Marketing
• Adhere to all health and safety requirements
• Comply with GDPR guidelines
• Undertake any other reasonable duties appropriate to the role
• Deputise for the Audience Experience Manager or CET Systems Operator when required

Are you self‑motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this sounds like you, read on to find out how you can hit the ground running.

Skills & Qualifications

• Customer Service Excellence: Proven experience leading teams to deliver high‑quality customer service, especially in live event or public‑facing environments.
• Team Management and Task Management: Experience in leading and managing a team, including task allocation and performance management.
• Operational Planning: Experience with operational planning, including rota planning, and working with colleagues to ensure the required staffing levels for various events and operations.
• Evacuation Procedures and Health & Safety: Knowledge of emergency evacuation procedures and experience leading them during an event. Also, experience ensuring that health and safety procedures are followed, including first aid and emergency protocols.

Preferred Qualifications

• A leadership or management qualification
• Enhancing Visitor Experience: Demonstrated ability to proactively identify and implement ways to enhance the visitor experience.
• IT literacy including use of the Microsoft 365 suite (Teams, Word, Excel, Outlook)

Additional Information

Occasionally work additional hours as Duty Manager. Wherever possible, advance notice will be given. Additional hours will be paid at the standard SCP 26 rate and classed as unguaranteed overtime.