Customer Experience Supervisor in City of Westminster

You’ll report to the Customer Experience Manager and be responsible for the Customer Experience Team. The Supervisor assists the 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. 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 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.

Key responsibilities

• Retail Operation
  • 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 and assist with the implementation of new procedures.
  • Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.
  • Ensure the Front of House operation is presented to the highest standard.
  • When required, to assist with the merchandise reconciliation and ensure it is accurate.
• Customer
  • Positively communicate with customers on all feedback received during a performance.
  • Deliver excellent customer service at all times.
  • Support the team in creating a strong customer centric culture.
  • Support building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
• Sales / Finance
  • Maximise sales and support the delivery of all Key Performance Indicators, which include, but are not limited, to Spend Per Head.
  • Stock Control.
  • Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
  • If required, undertake the role of Cashier alongside Supervisory duties.
• General Front of House Activity
  • Supervise and motivate staff as required, monitoring, and appraising their performance and assisting with any training required for their future development.
  • To support, where necessary, with the recruitment and selection of staff.
  • Respond to the requirements of staff during a shift e.g. till problems, change requests, queue management.
  • Assist with supervising the health and safety of all customers during their visit to the theatre.
  • To act as a level marshal in the event of an emergency situation/evacuation.
  • Be knowledgeable of ATG’s policies and procedures and ensure that these are consistently adhered to by all team members.
  • Any other duties as reasonably requested.

Your skills, qualities, and experience

Essential

• Experience of supervising a team to maximise sales and consistently achieve targets.
• Customer service experience.
• Excellent verbal and written communications skills.
• Creative problem solver and confident decision maker.
• Ability to use initiative.
• Skilled in complaint resolution.
• Experience of working in a fast‑paced environment, managing multiple projects at once.
• Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
• Ability to effectively prioritise.
• Positive and purposeful, with ability to think creatively to drive revenue and reduce costs.
• Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro‑actively engage with all staff at all levels.
• Absolute attention to detail.

Desirable

• Additional F&B or hospitality/leisure/events experience.
• Personal Licence and First Aid qualifications.

Disability Confident Committed Employer

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.