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 exciting opportunities to engage with diverse audiences.
- 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 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.
Desirable
- Additional F&B or hospitality/leisure/events experience.
- Personal Licence and First Aid qualifications.
Customer Experience Supervisor in London employer: ATG Entertainment UK
As a Customer Experience Supervisor at our vibrant venue, you'll thrive in a dynamic and supportive work culture that prioritises innovation and customer satisfaction. We offer excellent employee growth opportunities, including training and development to enhance your skills, while fostering a collaborative environment where your ideas can directly impact our success. Join us in delivering exceptional experiences and be part of a team that values every member's contribution in a location that celebrates the arts.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Supervisor in London
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with customers and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle different situations, like a difficult customer or a busy shift. Being prepared will help you demonstrate your problem-solving skills and show that you can keep a cool head under pressure.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn to get insider tips about the role and the team. They might share valuable insights that could give you an edge during the interview process.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
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.
Demonstrate Leadership Skills:Since you'll be supervising a team, it's crucial to showcase your leadership experience. Share examples of how you've motivated a team, resolved conflicts, or implemented new procedures that improved performance. We love seeing proactive leaders!
Be Creative with Problem Solving:We’re looking for someone who can think outside the box. Include specific instances where you've creatively solved problems or initiated projects that maximised sales or reduced costs. This will show us your innovative side!
Tailor Your Application:Don’t just send a generic application! Make sure to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We appreciate when candidates take the time to connect their background with our needs.
How to prepare for a job interview at ATG Entertainment UK
✨Know the Customer Experience Inside Out
Before your interview, dive deep into understanding what customer experience means for the company. Familiarise yourself with their values and how they prioritise customer satisfaction. This will help you articulate how you can contribute to their goals.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully supervised a team in the past. Highlight specific instances where you motivated your team to exceed targets or improved customer service. This will demonstrate your capability to lead the Customer Experience Team effectively.
✨Be Ready to Discuss Problem-Solving
Think of scenarios where you've creatively solved problems or handled complaints. The interviewers will want to see that you can think on your feet and maintain a positive customer-centric culture, so have those examples ready to share.
✨Engage with Enthusiasm
Express your passion for the theatre and customer service during the interview. Show that you're not just looking for a job, but that you're genuinely excited about contributing to the venue's success and enhancing the customer experience.
