Deputy Customer Experience Manager

Deputy Customer Experience Manager (Fixed Term until July 2027)

You'll report to the Customer Experience Manager (CEM) and be responsible for Front of House Supervisors, Ushers, Bar and Cellar Staff

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

Key responsibilities

Act as Duty Manager during theatre performances by managing the frontline team and maintaining a welcoming and high-profile presence during audience incoming, show intervals and post-performance

Ensure high standards of presentation and customer service in the front-line operations of the Theatre to deliver a high quality, efficient, cost effective and customer focused service

Deliver initiatives and promotions in collaboration with the team

Assist and deputise for the CEM, as required, including completion of some administration tasks

Ensure the security of the building before, during and post-performance

Manage finance systems, which includes front-line tills and back-office procedures

Manage stock control in accordance with ATG procedures

Assist in the development of the front of house team through induction processes and regular, ongoing training

Maximise income and profit for the venue

Facilitate room hires, functions, and events

Create and manage staff rotas

Your skills, qualities, and experience.

Demonstrable experience of working in a customer facing, sales and service-oriented profession

Keen eye for detail, high standards of presentation and ability to work to a consistently high standard in a busy environment

A flexible approach to working hours: the post involves regular afternoon, weekend, and evening shifts

Ability to lead by example and have high standards of personal presentation at all times

Strong communication skills: verbal, aural and written

Ability to work independently or as part of a team

Enthusiasm for exploring new initiatives

Hands on approach

Knowledge of Front of House/Theatre operations

Supervisory or management experience

Familiarity with Microsoft Office

Experience in completion of staff rotas

Interest in theatre/performance

About Us - Our values

ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

THRIVE doing what we love (with passion and dynamism)

CONNECT through every act (with collaboration and kindness)

DARE to do different (with curiosity and courage)

PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.

Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.

Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You'll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and 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.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.