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 challenges and career advancement opportunities.
- 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. 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, 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.
Customer Experience Supervisor in City of Westminster employer: ATG ENTERTAINMENT
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 the arts and fosters a collaborative environment where your contributions directly impact our success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Supervisor in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with their goals. This will help you stand out as someone who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your experience in customer service and team supervision.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Experience Supervisor in City of Westminster
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 delivering excellent customer service, as these are key aspects of the job.
Showcase Your Skills:Don’t forget to emphasise your communication skills and problem-solving abilities. We want to see how you’ve handled challenges in the past and how you can bring that creativity to our team.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not just qualified but also fits into our positive and innovative culture. Share your passion for customer service and the theatre!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quicker. We can’t wait to hear from you!
How to prepare for a job interview at ATG ENTERTAINMENT
✨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 Your Problem-Solving Abilities
Be prepared to tackle hypothetical scenarios during the interview. Think about challenges that might arise in a fast-paced environment and how you would creatively solve them. This will show your potential employer that you can think on your feet and handle pressure effectively.
✨Understand Sales and Profitability
Since maximising sales is a key responsibility, brush up on your knowledge of sales strategies and KPIs. Be ready to discuss how you’ve previously contributed to sales growth and how you plan to do so in this role. Showing that you can balance customer satisfaction with profitability will set you apart.
