Front Of House Manager Job Corby area,England UK,Customer Service/HelpDesk

About the Role

Looking for a role where no two days are the same?

As Front of House Manager at The Core at Corby Cube, you’ll be at the heart of leading our customer-facing team and making sure every customer, artist and visiting company receives a warm, professional welcome.

You’ll lead Duty Managers, Customer Service Assistants and volunteers across performances, events, workshops and commercial activity, combining people leadership, event management and customer experience.

It’s a hands-on role with plenty of variety, responsibility and opportunity to shape how our audiences experience the venue. If you’re an organised, confident leader who enjoys working with people and thrives in a busy environment, we’d love to hear from you.

Job Opportunity

Job Purpose:

To oversee the day to day management of all front of house and customer facing areas of The Core at Corby Cube.
To be responsible for leading a team of Duty Managers, Customer Service Assistants and Volunteers.
To support the delivery of high quality corporate and commercial events and meetings.
To support the delivery of a safe, clean, welcoming and accessible environment for all incoming audience members, participants and clients.

Key Task Areas:

Customer Experience & Operations

To support the Commercial and Customer Experience Manager in maintaining consistently high standards of customer experience across The Core, ensuring agreed procedures, standards and initiatives are implemented effectively by the front of house team.
To monitor customer feedback, complaints, incidents and operational issues, taking appropriate action where required and escalating significant matters to the Commercial and Customer Experience Manager.
To act as a key link between front of house, Duty Managers, visiting companies and other departments, ensuring relevant operational, access and customer information is communicated clearly and in a timely manner.
To support the Commercial and Customer Experience Manager in identifying opportunities to improve the customer journey, accessibility, commercial performance and operational efficiency of the venue.
To support the delivery of commercial events, performances and workshops, ensuring appropriate staffing, customer service and front of house arrangements are in place.
To provide duty management support at the Core’s youth outreach space, Project M.
To act as a duty manager as needed on a flexible schedule across the week, including evenings and weekends as needed.

Commercial & Stock Management

To support the effective operation of front of house commercial areas, including bars, retail and other customer-facing income streams, ensuring appropriate staffing, presentation, stock control and customer service standards.
To support the Commercial and Customer Experience Manager in identifying opportunities to maximise income, reduce wastage and improve the efficiency of front of house operations.

Staff Leadership & Development

To support and mentor Duty Managers, Customer Service Assistants and Volunteers, ensuring consistent standards of performance, conduct and customer service.
Rotaing of staff and volunteers to cover the busy performance, events and creative learning programme week to week.
To identify staff and volunteer training and development needs and support the delivery of appropriate training, briefings and ongoing development.
To support the recruitment, induction and retention of an appropriately skilled pool of Customer Service Assistants and Volunteers.
To recognise and address poor performance appropriately, providing feedback and escalating ongoing concerns to the Commercial and Customer Experience Manager where required.
Being the first point of contact for volunteer liaison.

Building and Event Management

Supporting the Commercial and Customer Experience Manager to ensure that the building is ready to welcome customers, clients and artists with a high-quality welcome.
Support the successful delivery of all events and workshops at the venue including contributing to planning meetings in advance and reporting post event as appropriate.
Liaising with incoming companies in advance to discuss their requirements and disseminating…