At a Glance
- Tasks: Lead a dynamic Customer Experience Team to deliver top-notch service and exceed targets.
- Company: Join a vibrant theatre company focused on customer satisfaction and innovation.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Fast-paced environment with opportunities to work on exciting projects.
- Why this job: Make a real impact in the theatre industry while developing your leadership skills.
- 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, Promoters, external suppliers and internal colleagues.
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, 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.
- 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.
- 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.
Essential Skills, Qualities, and Experience
- 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.
Customer Experience Supervisor employer: ATG Entertainment UK
As a Customer Experience Supervisor at our vibrant venue, you will thrive in a dynamic and supportive work culture that prioritises innovation and customer satisfaction. We offer competitive benefits, opportunities for professional growth, and a chance to be part of a passionate team dedicated to delivering exceptional experiences. Join us in a location that celebrates creativity and community, where your contributions directly impact our success and the enjoyment of our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Supervisor
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to folks who work at companies you’re interested in. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer experience. Think about how you can showcase your leadership skills and problem-solving abilities. We want to see you shine, so rehearse your answers and maybe even do a mock interview with a friend!
✨Tip Number 3
Showcase your passion for customer service! When you get the chance to chat with potential employers, let them know why you love creating great experiences for customers. Share specific examples of how you’ve gone above and beyond in previous roles – it’ll make you stand out from the crowd!
✨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 and take the time to engage with us directly. So, hit that apply button and let’s get the conversation started!
We think you need these skills to ace Customer Experience Supervisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Supervisor role. Highlight your experience in supervising teams and maximising sales, as well as any customer service achievements that align with our values.
Show Off Your Communication Skills:Since excellent verbal and written communication is key for this role, don’t hold back! Use clear and engaging language in your application to demonstrate your ability to connect with customers and colleagues alike.
Be Creative and Proactive:We love innovative thinkers! Share examples of how you've creatively solved problems or initiated projects in previous roles. This will show us you’re the kind of person who can contribute to a positive and forward-thinking culture.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details 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 UK
✨Know Your Customer Experience
Before the interview, brush up on the key aspects of customer experience management. Understand how to create a customer-centric culture and be ready to share examples of how you've successfully led a team in delivering exceptional service.
✨Showcase Your Leadership Skills
Prepare to discuss your experience in supervising teams. Think of specific instances where you motivated staff, resolved conflicts, or implemented new procedures that improved performance. Highlight your ability to nurture a multi-skilled workforce.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Prepare scenarios where you turned a negative customer experience into a positive one, showcasing your creative thinking and decision-making abilities.
✨Demonstrate Your Passion for the Theatre
Express your enthusiasm for the theatre and the work of ATG during the interview. Share any relevant experiences or insights that show your genuine interest in the industry, as this will resonate well with the interviewers.
