At a Glance
- Tasks: Lead front of house operations and ensure outstanding experiences for all audiences.
- Company: Join a friendly, inclusive theatre committed to access and customer care.
- Benefits: Competitive salary, opportunities for professional growth, and a vibrant work environment.
- Other info: Be part of a high-performing team with a focus on inclusion and community engagement.
- Why this job: Make a real impact by enhancing the customer journey in a dynamic theatre setting.
- Qualifications: Experience in front of house leadership and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Customer Experience Manager to lead our front of house operations and provide our audiences with an outstanding, welcoming and safe experience. You will ensure that the Octagon lives up to our brand and reputation as a friendly, inclusive theatre for everyone.
This role would suit someone with front of house leadership experience, and a solid understanding of theatre operations. You'll have an approachable and friendly attitude and the utmost regard for customer care and welcome. You'll be committed to access and inclusion, and proactive about making everyone feel welcome at the Octagon. You will be able to judge risks, solve problems under pressure and continuously seek improvements. Excellent people leadership, communication and organisation skills are essential. As we go through a period of increasing our volunteering, experience in recruiting and leading volunteers is also essential.
Our ideal candidate will be an experienced customer service professional who will:
- Plan and deliver consistently outstanding service for all audiences and visitors to the Octagon. This includes the high standards of welcome, inclusion, safety and wellbeing.
- Lead the front-of-house team including recruitment, training and management of paid and volunteer staff as part of a high-performing team.
- Champion access and inclusion for audiences, ensuring access needs are anticipated and provided for.
- Collaboratively deliver the customer journey for all building users. Working with others to provide a seamless experience for events, hires and visitors; while optimising commercial opportunities and income generation across the venue.
Responsible To: Head of Commercial and Customer Experience
Responsible for: Deputy Customer Experience Managers, Event Leaders, Access Assistants, Volunteers
Customer Experience Manager in Lancaster employer: Job Search Place Limited
At the Octagon, we pride ourselves on being an exceptional employer that values inclusivity and community engagement. Our supportive work culture fosters personal and professional growth, offering opportunities for leadership development and volunteer management within a vibrant theatre environment. Join us in creating memorable experiences for our audiences while enjoying a collaborative atmosphere that prioritises employee well-being and access for all.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Lancaster
✨Tip Number 1
Network like a pro! Reach out to people in the theatre industry, especially those who work at the Octagon or similar venues. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, let your approachable and friendly attitude shine through. Remember, they want someone who embodies the welcoming spirit of the Octagon.
✨Tip Number 3
Be proactive! If you see an opportunity to volunteer or help out at events, jump in. It’s a great way to demonstrate your commitment to access and inclusion while gaining valuable experience in front-of-house operations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and contributing to the fantastic customer experience at the Octagon.
We think you need these skills to ace Customer Experience Manager in Lancaster
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer service shine through! Share specific examples of how you've created welcoming environments in previous roles, especially in theatre or similar settings.
Highlight Your Leadership Skills:Make sure to emphasise your experience in leading teams, whether paid or volunteer. We want to see how you've motivated others and fostered a collaborative atmosphere, so don’t hold back on those success stories!
Demonstrate Your Problem-Solving Abilities:In your application, include instances where you've successfully tackled challenges under pressure. We love candidates who can think on their feet and come up with creative solutions to enhance the customer journey.
Tailor Your Application to Us:Take the time to personalise your application for the Octagon. Mention our commitment to access and inclusion, and explain how you would champion these values in your role. Remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Theatre Operations
Make sure you brush up on your knowledge of theatre operations before the interview. Understand how front-of-house works, from ticketing to audience engagement. This will show that you're not just passionate about customer experience but also have the practical know-how to back it up.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams, especially in a customer service environment. Prepare examples of how you've successfully recruited, trained, and managed both paid staff and volunteers. Highlight any specific challenges you faced and how you overcame them.
✨Emphasise Inclusion and Accessibility
Since the role focuses on access and inclusion, come prepared with ideas on how to enhance these aspects at the Octagon. Think about past experiences where you’ve championed inclusivity and how you can apply those lessons to create a welcoming environment for all audiences.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle pressure and solve problems on the spot. Think of specific situations where you had to make quick decisions or manage crises effectively. This will demonstrate your ability to maintain high standards of service even in challenging circumstances.
