At a Glance
- Tasks: Lead operations for BFI Southbank, ensuring smooth delivery of events and outstanding customer service.
- Company: Join the British Film Institute, a cultural hub celebrating film and creativity.
- Benefits: Fixed-term contract with competitive hours and a vibrant work environment.
- Other info: Diversity and inclusion are key; we encourage applications from under-represented groups.
- Why this job: Be at the heart of exciting film events and make a real impact on audience experiences.
- Qualifications: Experience in management or operations within arts or customer-focused environments.
The predicted salary is between 33075 - 40425 £ per year.
The Operations and Customer Services Manager will lead the operations for all BFI Southbank activities, including the BFI London Film Festival, ensuring the smooth coordination and timely delivery of services across the venue. You will be working closely with colleagues across the organisation and will be responsible for driving operational excellence and delivering an outstanding customer experience.
Contract type: Fixed term until 31 August 2027, 41 hours per week across Monday to Sunday (including 1 hour lunch break).
What you’ll do:
- Act as the final decision-maker when on duty as the Operational Manager with regard to licensing, Health & Safety, BFI procedures & legislation.
- Oversee the operation across multiple screenings, events and activities, ensuring that audiences and colleagues are communicated to clearly and that the daily schedule is managed and maintained.
- Manage operational standards across the building, checking that merchandising/displays and poster sites are up to date & presentable, and that customer information is relevant across printed material and digital displays.
- Oversee and ensure timely opening and changeover of screenings & events, that staff are on hand to deal with customers, ensure correct ticketing procedures and to manage any issues arising, such as house swaps, delays and technical issues.
- Work closely with Marketing, Membership & Systems colleagues to ensure the smooth running of the 25 & Under programme, ensuring ease of use, membership retention and driving upgrade sales to full membership.
What you’ll bring:
- Significant experience gained in a management or operations role in a mid-to-large-scale arts/cultural venue, or other customer facing/visitor-focused organisation.
- Proven people management skills, particularly leading and managing multiple operational teams, ensuring the effective delivery of services across a complex venue or programme of activity alongside experience of successful performance management, coaching and developing staff.
- Significant knowledge of health and safety legislation, risk management and operational compliance, with experience of acting as a senior decision maker during live operations.
- Ability to remain calm under pressure when leading and managing teams, and to assess risk, solve problems and respond effectively to operational issues and emergencies.
- Strong operational planning and organisational skills with the ability to coordinate multiple priorities, activities and stakeholders, alongside managing and meeting deadlines.
First interviews will be held on Thursday, 27 and Friday 28 August. Second interviews will be held on Tuesday 1 and Thursday 3 September.
BFI support diversity and inclusion, and recognises the need to address under-representation within its teams. As such, BFI strongly welcomes and encourages applicants from our under-represented groups who identify as D/deaf and disabled and/or are Black and Global Majority. BFI guarantee a place in the first-stage selection process to under-represented groups who meet our minimum requirements.
The closing date for this position is 17/08/2026 at 23:59.
Operations & Customer Service Manager - Membership (Maternity Cover) employer: Box
Castle Cinemas in Catford is an exceptional employer, offering a vibrant work culture where creativity and community engagement thrive. As the General Manager, you will enjoy extensive benefits such as 30 days of holiday, complimentary tickets, and discounts on food and drink, all while playing a pivotal role in shaping a dynamic community hub. With opportunities for personal and professional growth during the exciting pre-opening phase, this position promises a rewarding and meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Operations & Customer Service Manager - Membership (Maternity Cover)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Box.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Box. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Operations & Customer Service Manager - Membership (Maternity Cover)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Box.
How to prepare for a job interview at Box
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Box's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Box offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
