At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences at events.
- Company: Join a vibrant venue known for its commitment to customer satisfaction.
- Benefits: Competitive pay, opportunities for growth, and a fun work environment.
- Other info: Perfect for those passionate about live events and customer service.
- Why this job: Be at the forefront of creating memorable experiences in live entertainment.
- Qualifications: Experience in team leadership, event management, and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
About the role: You’ll report to the Customer Experience Manager and Deputy Customer Experience Manager and be responsible for the Customer Experience Team. You’ll also work closely with Front of House teams, venue colleagues, central departments, promoters, hirers and clients. As Customer Experience Duty Manager, you’ll support the delivery of an exceptional Front of House operation, ensuring customers, clients and hirers receive a premium experience at every event. Working as part of the Customer Experience Management team, you’ll lead and motivate teams, oversee Duty Management responsibilities, host corporate and hirer events, maximise sales opportunities, and maintain the highest standards of customer service, presentation, compliance and operational excellence. You’ll play a key role in creating a positive, customer-focused culture while contributing to the commercial success of the venue. Please note, your role may involve working with children or vulnerable people.
Key Responsibilities
- Lead the wider team to deliver a seamless Front of House operation.
- Host and manage hirer events/corporate meetings for our clients.
- Ensure the Front of House operation is managed and presented to the highest standards and fully complies with Health and Safety, Licensing and Hygiene Rules and Regulations.
- Assist and lead in the Duty Management of shows.
- Assist with stock management and stock takes when required.
- Positively communicate with customers on all feedback received during their visit.
- Help lead the team in creating a strong customer‑centric culture.
- Work with central departments to ensure a premium offer is available for all customers.
- Assist in building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
- Effectively contribute to maximising sales and ensuring all Key Performance Indicators are achieved.
- Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
- Deputise for the Deputy Customer Experience Manager and represent the department at key hirer events/meetings.
- Manage and motivate staff as required, monitoring their performance and ensuring they are appropriately trained.
- Represent the Theatre internally and externally to ensure effective communication and overall development.
- Maintain good relationships with other venues, including strategic collaboration and sharing of best practice.
- Help maintain positive client relationships.
- Monitor and control stock within the building.
- Represent the venue hirer when required.
Qualifications & Experience
- Leading teams to maximise sales and consistently achieve targets.
- Supporting, motivating and developing team members.
- Managing stock, including ordering, rotation and storage.
- Strong verbal and written communication skills.
- Confident decision‑maker with excellent problem‑solving abilities.
- Hosting and managing events.
- Working in a fast‑paced environment and managing multiple priorities.
- Strong organisational skills with the ability to prioritise effectively.
- Positive, proactive and solution‑focused approach.
- Thinking creatively to drive revenue and enhance customer experience.
- Enthusiasm for live entertainment and the work of ATG Entertainment.
- Building positive relationships and engaging effectively with colleagues at all levels.
- Excellent attention to detail.
Desirable
- Personal Licence Holder.
- First Aid at Work Level 3 Qualification.
Customer Experience Duty Manager in Stoke-on-Trent employer: Career Choices Dewis Gyrfa Ltd
As a Customer Experience Duty Manager at our venue, you will be part of a dynamic team dedicated to delivering exceptional service and creating memorable experiences for our clients and customers. We pride ourselves on fostering a positive work culture that encourages collaboration, personal growth, and professional development, ensuring that every team member feels valued and empowered. Located in a vibrant area with a passion for live entertainment, we offer unique opportunities to engage with diverse events while enjoying competitive benefits and a supportive environment.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Duty Manager in Stoke-on-Trent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Career Choices Dewis Gyrfa Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Career Choices Dewis Gyrfa Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Duty Manager in Stoke-on-Trent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Career Choices Dewis Gyrfa Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Career Choices Dewis Gyrfa Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Career Choices Dewis Gyrfa Ltd!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
