At a Glance
- Tasks: Lead a dynamic Customer Experience Team to deliver exceptional service and maximise sales.
- Company: Join a vibrant theatre company dedicated to customer satisfaction and team development.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Embrace a culture of creativity and innovation while working in a fast-paced setting.
- Why this job: Be at the forefront of creating memorable experiences for customers in a lively environment.
- Qualifications: Experience in team supervision and a passion for excellent customer service.
The predicted salary is between 30000 - 40000 € per year.
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 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, external suppliers and internal colleagues.
Please note, your role may involve working with children or vulnerable people.
Key responsibilities- 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.
- 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.
- Maximise sales and support the delivery of all Key Performance Indicators, which include, but are not limited, to Spend Per Head.
- Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
- 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 Entertainment's policies and procedures and ensure that these are consistently adhered to by all team members.
- Any other duties as reasonably requested.
- Experience of supervising a team to maximise sales and consistently achieve targets.
- Customer service experience.
- Excellent verbal and written communication 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 Entertainment, and ability to positively and pro‑actively engage with all staff at all levels.
- Absolute attention to detail.
- Additional F&B or hospitality/leisure/events experience.
- Personal Licence and First Aid qualifications.
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.
If you feel the need to discuss accessibility prior to applying, please email for a confidential discussion.
Customer Experience Supervisor in London employer: ATG Entertainment Limited
As a Customer Experience Supervisor at ATG Entertainment, you will thrive in a dynamic and supportive work environment that prioritises customer satisfaction and employee development. With a strong focus on innovation and teamwork, we offer opportunities for personal growth and career advancement while ensuring a positive workplace culture. Join us in delivering exceptional experiences in the heart of the theatre industry, where your contributions directly impact our success and the enjoyment of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Supervisor in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Experience Supervisor role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service and team management. We recommend role-playing with a friend or using online resources to get comfortable with your responses. Confidence is key!
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've gone above and beyond to exceed customer expectations in previous roles. This will help you stand out as a candidate who truly cares.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Good luck!
We think you need these skills to ace Customer Experience Supervisor in London
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in customer service and how you've gone above and beyond to meet customer needs. We want to see that you truly understand what it means to put the customer at the centre of everything we do.
Be Specific About Your Experience:When detailing your previous roles, be specific about your achievements. Use numbers and examples to show how you’ve maximised sales or improved team performance. This helps us see the impact you've made in past positions.
Communicate Clearly:Your written application should reflect excellent communication skills. Keep it clear and concise, and make sure to proofread for any typos or errors. We appreciate attention to detail, so let that shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at ATG Entertainment Limited
✨Know Your Customer Experience
Make sure you understand the core principles of customer experience. Research the company’s approach to customer service and think about how you can contribute to creating a strong customer-centric culture. Be ready to share examples from your past experiences where you’ve successfully enhanced customer satisfaction.
✨Showcase Your Leadership Skills
As a Customer Experience Supervisor, you'll be leading a team. Prepare to discuss your leadership style and provide specific examples of how you've motivated and developed team members in previous roles. Highlight any experience you have in training staff or managing performance.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you handle challenges and resolve complaints. Think of a few scenarios where you turned a negative customer experience into a positive one. This will show your ability to think on your feet and maintain a calm, proactive attitude in a fast-paced environment.
✨Align with Company Values
Familiarise yourself with the company's values and mission, especially their focus on innovation and profitability. During the interview, express how your personal values align with theirs and share ideas on how you could contribute to maximising sales while minimising costs in the role.
