At a Glance
- Tasks: Lead the front of house team and ensure a fantastic visitor experience.
- Company: Join a vibrant arts venue committed to customer service excellence.
- Benefits: Flexible hours, training opportunities, and a dynamic work environment.
- Other info: Passionate about the arts? This is your chance to shine!
- Why this job: Be at the heart of events, making every visitor's experience memorable.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 24000 - 30000 £ per year.
The Role
We’re 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.
What we’re looking for
We’re 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 customer service, 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
- 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.
Deadline: 9am, Monday 15 June 2026 (early application advised)
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 employer: Midlands Art Centre
At MAC, we pride ourselves on being an exceptional employer that values customer service and employee development. Our inclusive work culture fosters a supportive environment where team members can thrive, with opportunities for growth and training in a vibrant arts setting. Located in a dynamic venue, the Duty Manager role offers a chance to engage with diverse audiences while ensuring their safety and satisfaction, making every day rewarding and meaningful.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager
✨Tip Number 1
Get to know the venue! Before your interview, take a stroll around MAC and familiarise yourself with the layout and services. 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 scenarios! Think about how you would handle different situations, like a complaint or an emergency. Being prepared will help you shine during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Show off your leadership skills! Be ready to share examples of how you've motivated a team or handled a tough situation. We want to see that you can lead the front of house team effectively and keep everyone engaged.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the role.
We think you need these skills to ace Duty Manager
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 unique experiences and perspectives.
Tailor Your Application:Make sure to align your skills and experiences with the job description. Highlight how your background in customer service and any relevant qualifications make you a perfect fit for the Duty Manager role.
Show Your Passion:We’re looking for someone who’s genuinely passionate about customer service and the arts. Use your application to express why this role excites you and how you can contribute to our team.
Double-Check Everything:Before hitting that submit button, give your application a thorough once-over. Check for typos, ensure all sections are filled out, and make sure it reflects your best self. And remember, apply through our website!
How to prepare for a job interview at Midlands Art Centre
✨Know Your Customer Service Inside Out
As a Duty Manager, you'll be the face of customer service. Brush up on MAC's values and how they translate into excellent visitor experiences. Be ready to share examples of how you've handled customer queries or complaints in the past.
✨Familiarise Yourself with Safety Protocols
Safety is key in this role. Make sure you understand MAC’s safety and emergency procedures. Prepare to discuss how you would handle various scenarios, like evacuations or security issues, to show you're proactive and knowledgeable.
✨Showcase Your Leadership Skills
You'll be leading a team, so think about your leadership style. Have examples ready that demonstrate how you've motivated a team or managed conflicts. Highlight your supervisory experience and how it has prepared you for this role.
✨Get Comfortable with the Tech
You'll be using software like Yesplan, Spektrix, and Office 365. Familiarise yourself with these tools if you can, and be prepared to discuss your IT skills. Mention any relevant experience with ticketing systems or data management to stand out.
