Customer Service Supervisor

Do you have a passion for customer service and the theatre?
If you do, we have an exciting opportunity that is both varied and rewarding.

We are looking for someone with a positive ‘can do attitude’ who will be fully invested in providing the highest level of service and experience to all of our customers and clients.

You should enjoy meeting people, be friendly and approachable. As a Customer Service Supervisor, you will assist in the management of the day-to-day operation of The Core’s customer-facing areas.

You should have experience of working in an entertainment / customer-driven environment. Ideally, you should have experience of supervising a team. You will at times be responsible for the management and deployment of volunteers and supervision of the bars. Good problem-solving, communication and organisational skills are essential.

Key Task Areas

• Perform the role of Duty Manager which will involve regular evening, weekend and bank holiday shifts.
• Assist in the management of the front of house team to ensure the business and departments objectives are achieved through the team.
• Ensure that each room is set up with the correct equipment for each activity, liaising with appropriate Core team members.
• Open up and close rooms as required, following the opening and closing procedures.
• Make sure all company cash handling procedures are closely adhered to, and assist with the reconciling and banking of all FOH income and work closely with other members of the team to minimise stock and cash losses.
• Ensure that the correct levels of volunteer staffing are on duty for each event.
• Reinforce with volunteers, briefing and training information disseminated by the Customer Experience Manager where appropriate and necessary and to conduct regular pre-performance emergency evacuation drills with bar staff, volunteers and visiting companies.
• Ensure correct levels of stock ordering.
• Conduct all cellar duties, this will involve being able to lift heavy items and to take in all deliveries.
• Deal with comments, feedback and complaints relating to the bar in an efficient and friendly manner using good judgement within practices and guidelines.
• Ensure all bar and merchandise outlets are clean and ready for service. This will include ensuring the bars are fully stocked, line cleans are regularly undertaken, floats prepared and any maintenance or cleaning issues are dealt with or reported in a timely manner
• Ensure the safe operation of equipment in both bar areas and ensure they are maintained and presented to the highest standard and fully complies with health and safety and licensing regulations.
• As required, accept, manage and record deliveries, including cellar deliveries, and be responsible for monitored and recorded stock movements.
• Complete Front of House show reports at the end of each session.
• Monitor the appearance of the venue, carrying out building checks and reporting any maintenance/cleaning issues.
• Liaise with the Duty Technician to ensure that the emergency evacuation procedures are adhered to.

Full job description available on our website.

Benefits

• Complimentary tickets available on selected shows throughout the year
• 10% discount at our bars and theatre shop
• Employee Assistance Programme - health assured
• Contributory staff pension, 5% employee and 3% employer

Additional Information

Customer Service Supervisors will be required to work a varying rota including evenings, weekends and bank holidays. You will be contracted for 37 hours a week, averaged over a four week period.

Essential Skills

Experience

• Experience of working in an entertainment/customer driven environment
• Experience of working behind a bar in a busy environment
• Supervision of customer service/bar teams
• Managing volunteers

Knowledge/Qualifications

• Commercial sales operation
• Health & safety
• Bar operation/stock control

Skills/Abilities

• Good IT skills (Word, Excel, EPOS)
• Good people management and staff deployment skills
• Good organisational skills
• Good communication skills, both oral and written
• Attention to detail
• Decision-making
• Problem-solving

Desired Skills

Experience

• Experience of working in a similar sized venue.

Knowledge/Qualifications

• Awareness of Safeguarding legislation
• Qualified First Aider*
• Personal licence holder*
• Cellar management

Skills/Abilities

• Presentation skills
• Front line trainer

• Training will be available where necessary

How To Apply

Please submit a covering letter (no more than two sides of A4) stating your relevant experience, knowledge, and skills for the role along with your CV.

We are an inclusive organisation, committed to fair recruitment and equality of opportunity. We particularly welcome applications from those whose backgrounds are currently under-represented in our workforce and in the Arts more widely.

As part of our commitment to being an inclusive employer, we would like you to complete an equal opportunities monitoring form. You will receive an email from us to acknowledge your application which will include a link to complete this.

About Company

The Core at Corby Cube is a registered charity and we have recently celebrated our 10th birthday. In this time, we have welcomed more than 300,000 audience members and participants to our town centre venue and made a local economic impact of £16.8 million.

The Core at Corby Cube consists of three spaces. The Theatre seats 445 people on three levels - the main live programme takes place here with professional visiting companies, local amateur groups, schools, and community organisations all regularly performing on the stage.

We present music, comedy, dance, theatre, and family shows and have recently seen visits from Sarah Millican, Northern Ballet, Jason Manford, and The Searchers to name a few. The Lab is a studio space suitable for smaller scale shows and family activities. The Base is an underground workshop space which doubles as a training room, conference space, and recording studio.

Essential Requirements

Experience

• Experience of working in an entertainment/customer driven environment
• Experience of working behind a bar in a busy environment
• Supervision of customer service/bar teams
• Managing volunteers

Knowledge/Qualifications

• Commercial sales operation
• Health & safety
• Bar operation/stock control

Skills/Abilities

• Good IT skills (Word, Excel, EPOS)
• Good people management and staff deployment skills
• Good organisational skills
• Good communication skills, both oral and written
• Attention to detail
• Decision-making
• Problem-solving