At a Glance
- Tasks: Lead the Customer Service team and ensure a fantastic experience for all visitors.
- Company: Join the vibrant Midlands Arts Centre, a hub for creativity and community.
- Benefits: Flexible hours, a supportive environment, and opportunities to grow in the arts sector.
- Other info: Dynamic role with opportunities for training and development in a creative setting.
- Why this job: Be part of an exciting venue and make a real difference in people's experiences.
- Qualifications: Experience in customer service and a passion for the arts are essential.
The predicted salary is between 25000 - 30000 £ per year.
The Venue Midlands Arts Centre (MAC) is an exciting, ambitious arts centre which offers a wide array of free exhibitions, theatre, music, cinema and comedy performances as well as creative learning and participation activities. Set in the leafy Cannon Hill Park, Birmingham, well-loved and well used, it’s a relaxed, friendly place attracting a diverse mix of visitors.
We are recruiting for a Duty Manager to join our Customer Service team on a 22.5 hour per week contract. This is a customer focussed role for MAC that plays a key part in our visitors' experience. You will oversee daily venue operations, lead the front of house team and ensure the safety, security and smooth running of the building.
Key Responsibilities- Customer Service
- Ensure excellent standards of service and a warm welcome for all visitors
- Be a visible, engaging presence throughout the building
- Handle queries and complaints professionally, recording outcomes appropriately
- Keep the team fully briefed on MAC programmes, room hire and conferencing
- Use Yesplan, Spektrix, Office 365 and People HR to manage bookings and information
- Motivate the Customer Service Assistant (CSA) team to meet service targets
- Public/Building Safety
- Open and close the building, completing all safety and security checks
- Ensure compliance with MAC's Premises Licence and statutory regulations
- Maintain a thorough knowledge of MAC's safety and emergency procedures
- Support with the training and application of the process with team members
- Act as Incident Commander during evacuations
- Serve as primary first aider; maintain first aid room and records
- Manage security issues, safeguarding concerns
- Responsible for oversight of contractors and ensure effective communication between contractors and internal departments.
- Performance Venue Management
- Liaise with visiting companies, artists and hirers, briefing the CSA team and technicians
- Oversee pre-show safety checks, ticket scanning and audience accessibility
- Ensure performances start on time; manage postponements/cancellations per MAC procedures
- Coordinate artist riders with the Catering team
- Monitor audience attendance via Spektrix
- Event Management
- Oversee commercial hire bookings in liaison with the Venue Supervisor and Catering team
- Ensure room set-ups and furniture moves are planned and in place for all events
- Coordinate spot cleaning between bookings
- Troubleshoot AV issues across hireable spaces
- Welcome Desk Management
- Maintain a focused, professional Welcome Desk
- Support the CSA team with Spektrix ticketing and retail EPOS
- Oversee customer data collection in line with the Data Handling Policy
- Ensure effective administration of the department and banking of all monies taken through the team
- Perform accurate checks of the safe and create, check and validate floats.
- Other Tasks
- Compile weekly CSA rotas and monthly Duty Manager rotas when required
- Attend key production and event meetings
- Lead weekly Operations Scheduling Meetings when required
- Train staff on evacuation procedures
- Support risk assessments and adhere to MAC's administrative and financial systems
- Uphold MAC's Environmental, Equal Opportunities, Diversity, Safeguarding and H&S policies
- Undertake training appropriate to the post and support cross-organisational needs
What we are looking for
We are looking for someone who is passionate about Customer Services, who meets most or all of the following specification:
- Level 3+ qualification in any subject
- First Aid at Work (MAC will fund if not already held)
- Minimum 2 years' supervisory experience in a customer service environment, preferably a public venue
- Proven track record of delivering high customer satisfaction
- Experience handling security issues and anti-social behaviour
- Experience supporting customers with access needs
- Manual handling experience
- Working knowledge of licensing, health & safety and building evacuation procedures
- Excellent communication skills (verbal, written, telephone)
- Strong IT skills including Microsoft Office and ticketing software such as Spektrix
- Ability to move heavy furniture (with aids)
- Organised, detail-oriented and proactive
- Committed to equal opportunities, diversity and inclusion
- Available for unsociable hours
- High standards of dress and timekeeping
It will be beneficial if you also have any of the following:
- Bachelor's degree
- Performance venue management experience
- Experience preparing risk assessments or managing volunteers
- Knowledge of safeguarding legislation, Martyn's Law or IOSH/health & safety training
- Enthusiasm for the arts
- Prior first aid training
How to Apply
Follow the application link, which will take you to our main job advert. Here you can see an in-detail job description and person specification. When applying please complete the application form in full, including all experience, qualifications and relevant skills. Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.
Deadline: 9am, Monday 15 June 2026 (early application advised, vacancy may close early)
Shortlisting: By end of day Friday 19 June 2026
Interviews: Thursday 25 June 2026
Equal Opportunities & Diversity
We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people reflect the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.
Duty Manager in Birmingham employer: MAC (Midlands Art Centre)
At Midlands Arts Centre (MAC), we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture. As a Duty Manager, you will be part of a dynamic team in a beautiful park setting, with opportunities for professional growth and development while engaging with a diverse community of visitors. We offer competitive benefits, a commitment to equal opportunities, and the chance to contribute to the arts in a meaningful way.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager in Birmingham
✨Tip Number 1
Get to know the venue! Before your interview, take a stroll around the Midlands Arts Centre. Familiarise yourself with the layout, the exhibitions, and the vibe. This will not only help you feel more confident but also show your genuine interest in the role.
✨Tip Number 2
Practice your customer service skills! Think of scenarios you might face as a Duty Manager and how you'd handle them. Whether it's dealing with a complaint or ensuring safety protocols are followed, being prepared will make you stand out.
✨Tip Number 3
Network like a pro! Connect with current or former staff on LinkedIn or at events. They can provide insider tips about the role and the culture at MAC, which could give you an edge during the interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at MAC. Don’t forget to highlight your relevant experience and passion for the arts!
We think you need these skills to ace Duty Manager in Birmingham
Some tips for your application 🫡
Be Yourself:When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for customer service and the arts.
Tailor Your Experience:Make sure to highlight your relevant experience in customer service and any supervisory roles you've had. We’re looking for specific examples that show how you’ve handled challenges and delivered great service.
Show Off Your Skills:Don’t forget to mention your IT skills, especially with software like Spektrix and Microsoft Office. If you have any first aid training or knowledge of health and safety procedures, make that known too!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at MAC (Midlands Art Centre)
✨Know the Venue Inside Out
Before your interview, take some time to research the Midlands Arts Centre (MAC). Familiarise yourself with their exhibitions, performances, and community activities. This will not only show your genuine interest but also help you answer questions about how you can enhance the visitor experience.
✨Showcase Your Customer Service Skills
As a Duty Manager, customer service is key. Prepare examples from your past experiences where you’ve gone above and beyond for customers. Think about how you handled complaints or difficult situations, as this will demonstrate your ability to maintain high standards of service.
✨Be Ready for Safety Scenarios
Given the role's focus on safety and security, be prepared to discuss your knowledge of health and safety regulations, emergency procedures, and any relevant training you've had. You might even want to think through how you would handle specific scenarios, like an evacuation or a first aid situation.
✨Demonstrate Team Leadership
The role involves leading a team, so come ready to talk about your leadership style. Share examples of how you’ve motivated a team in the past, managed conflicts, or ensured everyone was on the same page during busy events. This will highlight your ability to oversee daily operations effectively.
