Customer Experience Supervisor

Customer Experience Team Supervisor

Can you lead a teamon shift to help create great customer service?

We’relooking for customer-focused supervisors who’dlike to work in our exciting, fast-paced companyacross the Manchester Venues.

Every night we welcome thousands of people through our doors to enjoy the best in live entertainment. Whetherit’sa 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 Teamyou’llmake this happen.

As the welcoming face of the company,you’lloffer the highest standards of customer service and care.

You’llensure we meet our financial targets by making customers want to return and by selling products andexperienceson the night, ranging from traditional programmes and ice creams.

Full of variety, this role is both fun and challenging.

You’lltake 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 valueswe’dlike 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.

As part of the Customer Experience team, your line manager is the Assistant CEM on your shift and the Deputy CEM Managers.

Youare responsible forthe supervision of the Customer ExperienceFOHTeam.

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 thisroleand your availability should reflect this.

The Supervisorassiststhe 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.

• 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 andassistwith the implementation of new procedures.
• Ensure the Front of House operation is presented to the highest standard.
• When required, toassistwith 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 marshalin the event ofan 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.

• Supervise and motivate staff as required,monitoring and appraising their performance andassistingwith 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 andselectionof staff.
• Respond to the requirements of staff during a shift e.g. till problems, queue management.

• 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 levelsof customer satisfaction at all times.