Customer Experience Supervisor

Can you lead a team on shift to help create great customer service? We're looking for customer-focused supervisors who'd like to work in our exciting, fast-paced company across the Manchester Venues.

Every night we welcome thousands of people through our doors to enjoy the best in live entertainment. Whether it's a night out with friends for a special birthday or a family's first pantomime, every visit is important. We work hard to make sure each customer leaves with those unique memories you can only get from a live show…and that they want to return again and again!

As part of our Customer Experience Team you'll make this happen. As the welcoming face of the company, you'll offer the highest standards of customer service and care. You'll ensure we meet our financial targets by making customers want to return and by selling products and experiences on the night, ranging from traditional programmes and ice creams.

Full of variety, this role is both fun and challenging. You'll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in our unique venues with an ever-changing programme of events.

If you have the skills to achieve our goals and an affinity for our values we'd like to hear from you!

Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.

You do need to be aged 18+ for this position as this role involves the handling and sale of alcohol. Evening and weekend availability is essential., As part of the Customer Experience team, your line manager is the Assistant CEM on your shift and the Deputy CEM Managers. You are responsible for the supervision of the Customer Experience FOH Team.

This role is performance based across 2 venues (The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending on performance calendar. Evening and weekend work is essential for this role and your availability should reflect this., The Supervisor assists the Customer Experience Management team to lead a strong Front of House operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards.

Front of House Operation:

Supervise the Customer Experience Team to deliver a seamless Front of House operation.

Support the Front of House operation to ensure aspects can be flexed to help achieve greater profits and assist with the implementation of new procedures.

Ensure the Front of House operation is presented to the highest standard.

When required, to assist with the merchandise reconciliation and ensure it is accurate.

Assist with supervising the health and safety of all customers during their visit to the theatre.

To act as a level marshal in the event of an emergency / evacuation.

Be knowledgeable of ATGE's policies and procedures and ensure that these are consistently adhered to by all team members.

Any other duties as reasonably requested.

Staffing

Supervise and motivate staff as required, monitoring and appraising their performance and assisting with any training required for their future development.

Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.

Complete return to work meetings with staff members who have been absent due to sickness.

To support, where necessary, with the recruitment and selection of staff.

Respond to the requirements of staff during a shift e.g. till problems, queue management.

Customer

Positively communicate with customers on all feedback received during a performance.

Always deliver excellent customer service.

Support the team in creating a strong customer centric culture.

Support building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.

Sales / Finance

Maximise sales and support the delivery of all Key Performance Indicators, which include but are not limited to Spend Per Head, Average Shift Length and Stock Control.

Complete stock / voucher reconciliation of sales points and maintain secure and accurate handling of all stock in keeping with procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Experience of supervising a team to maximise sales and consistently achieve targets.

Exceptional customer service experience.

Excellent communications skills.

Creative problem solver and confident decision maker.

Ability to use initiative and effectively prioritise.

Skilled in complaint resolution.

Experience of working in a fast-paced environment, managing multiple projects at once.

Proactive and flexible attitude, particularly in approach to unsociable / long working hours.

Uphold a positive and professional work environment.

Solution-focused, with ability to think creatively to drive revenue and reduce costs.

Absolute attention to detail.

Desirable

Enthusiasm for / interest in the theatre and the work of ATGE, and ability to positively and pro-actively engage with all staff at all levels.

Additional Food & Beverage, retail, hospitality, leisure, events experience

Experience of working at pace with limited supervision whilst adhering to pressure and timescales.

First Aid qualifications.

Experience of working in an environment selling age-restricted products.