At a Glance
- Tasks: Lead operations and ensure an outstanding customer experience at BFI Southbank.
- Company: Join a vibrant arts organisation dedicated to film and culture.
- Benefits: Generous leave, pension scheme, childcare support, and free film screenings.
- Other info: Opportunity for career growth and development in a creative setting.
- Why this job: Make a real impact in a dynamic environment while managing exciting events.
- Qualifications: Experience in management within arts or customer-focused roles is essential.
The predicted salary is between 41763 - 41763 £ per year.
Fixed Term Contract until 31 August 2027
Full-time 41 hours per week across Monday to Sunday (including 1 hour lunch break)
Location: London, BFI Southbank.
£35,640 - £41,763 per annum
You will be working closely with colleagues across the organisation and will be responsible for driving operational excellence and delivering an outstanding customer experience.
What You’ll Do
- To act as the final decision maker when on duty as the Operational Manager with regards to licensing, Health & Safety, BFI procedures & legislation.
- To 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.
- To 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.
- To 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 is able to assess risk, solve problems and respond effectively to operational issues and emergencies.
- Strong operation planning and organisational skills with the ability to coordinate multiple priorities, activities and stakeholders, alongside managing and meeting deadlines.
Benefits
- 25 days annual leave (rising to 30 with service) + bank holidays + the option to buy up to 5 extra days of annual leave.
- Additional paid time off between Christmas and New Year.
- BFI pension scheme with 5% employer contribution.
- BFI Childcare Scheme, where we contribute to childcare costs.
- Enhanced pay for Maternity & Paternity leave.
- Complimentary tickets to BFI Southbank & IMAX screenings and events.
- Free BFI Player subscription + discount on BFI merchandise, and film tickets.
- Plus more!
Operations and Customer Service Manager (Membership) in London employer: grapevinejobs
As a leading film studio complex, our client offers an exciting opportunity for the Head of Sales to thrive in a dynamic and creative environment. With a recent multi-million-pound transformation, employees benefit from a culture that fosters innovation and collaboration, alongside competitive remuneration and growth opportunities within the thriving UK film and television industry. Join a team that values excellence and is committed to delivering exceptional experiences for clients while shaping the future of film production.
StudySmarter Expert Advice🤫
We think this is how you could land Operations and Customer Service Manager (Membership) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at grapevinejobs. 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 grapevinejobs 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 Operations and Customer Service Manager (Membership) in London
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 grapevinejobs:Your cover letter is your chance to shine! Tell us why you want to work at grapevinejobs 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 grapevinejobs!
How to prepare for a job interview at grapevinejobs
✨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.
