Customer Experience Supervisor

This role is based in the Theatre Royal and King’s Theatre, Glasgow. You must be aged 18 years or over to apply. This is a 0 hours contract.

Working as part of the Customer Experience team, you will report directly to the Customer Experience Management Team and to the Duty Manager of each performance. You are responsible for the supervision of the Customer Experience Team.

The successful candidate will supervise a team that will deliver and exceed targets; and proactively contribute to the venue’s profitability by initiating ideas, systems and projects which will maximise sales and minimise costs. They will support a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce. Ensuring that the customer is at the centre of everything we do, and that the wider team have a continuous awareness of the customer need and will deliver and exceed all customers’ expectations.

The successful candidate will build and protect key relationships with customers, promoters, external suppliers and internal colleagues.

Please note, your role may involve working with children or vulnerable people.

Retail Operation

• To Support the Duty Manager to lead the Customer Experience Team to deliver a seamless Front of House operation across the areas of bar, auditorium and merchandise, and assist with the implementation of new procedures.
• Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits, whilst keeping shift length to a minimum.
• Ensure all Front of House areas are presented to the highest standard and fully comply with Health and Safety Scottish Licensing Hygiene Rules and Regulations.
• When required, to assist with the merchandise reconciliation and ensure it is accurate.

• Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with the Customer Experience Management team.
• Positively communicate with customers on all feedback received during their visit.
• Lead the team in creating a strong customer centric culture.
• Assist in maintaining high levels of customer satisfaction at all times.
• Effectively manage customer queries and complaints received on the night.

• Support the Duty Manager of the performance in managing staffing levels.
• Manage and motivate staff, monitoring and appraising their performance and ensuring that they are appropriately trained and developed through specific staff training plans.
• Supervise all aspects of the team members’ role during a performance, including but not limited to, bar sales, auditorium sales, delivered at seat, merchandise sales, and general health and safety of audience members.
• Be the first point of call for staff on an evening for any incidents.

• Maximise sales and ensure all Key Performance Indicators are achieved through delivering ongoing staff training and development on shift.
• Liaise with the management team to share ideas and ensure all visitors receive an excellent customer experience with maximised sales opportunities.
• Assist with the development, implementation and sale of custom food & beverage offers to help drive revenue.

• Be knowledgeable of ATG’s policies and procedures and ensure that these are consistently adhered to by all team members.
• Assist and take the lead with supervising of shows and performance teams.
• Assist the cellar team with stock management procedures.
• Act as a first aider for performances.
• Monitor audience behaviour and support customer experience team members as needed.
• Any other duties as reasonably requested.