Duty Manager in Birmingham

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.

The Role

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’s 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.