Good Chance Stage Door Programme Theatre Operations Trainee

Department: Front of House

Reports to: Theatre Management

Key internal contacts: Theatre Management, Electrics Department, Stage Department, Stage Door, Box Office Operations Department, Buildings Department, Health and Safety Consultant, Nimax Senior Management Team

Responsible for: Front of House Team

About Nimax Theatres: Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End: the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, @sohoplace, which has a close operational relationship with Nimax Theatres. Our theatres currently have a combined capacity of 5600 seats and in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts, and children’s theatre. We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see and deliver a fantastic experience in beautiful buildings.

In 2022, Nimax was a pioneering partner with the charity Good Chance in its highly successful Stage Door programme which created bespoke training opportunities for people from refugee and asylum-seeking backgrounds to nurture the next generation of creative industry professionals. Once again we are delighted to be partnering with Good Chance to create this paid operational role which will include experience, training, and development as well as peer support and networking opportunities for the successful applicant.

About Good Chance: In a world of entrenching polarisation, Good Chance creates ground-breaking, heart-thumping theatre that shakes hands with the world. Founded by playwrights Joe Murphy and Joe Robertson, Good Chance established its first temporary Theatre of Hope, an 11-metre geodesic dome in the heart of the Jungle refugee and migrant camp in Calais in 2015, promoting freedom of expression, creativity, and dignity for everyone. Good Chance now creates powerful and provoking work including The Jungle, Kyoto, and A Grain of Sand, and radical acts of solidarity like The Walk with Little Amal, Fly With Me, and From Here On. Their work sparks new connections and conversations across divides through surprise and spectacle. They connect communities through art and explore the big issues of our time including migration and the climate crisis to make real change possible. Central to all of this is the development of displaced artists to become an integral part of the UK’s creative landscape. Good Chance has reached over 1.2 million in-person and 550 million digitally all around the world and they’ve worked with over 2000 artists from 52 countries in 904 events across the UK, USA, Europe, Turkey, and Algeria.

About Stage Door: Stage Door is Good Chance Theatre’s flagship programme for early-career creatives from backgrounds of forced displacement to gain experience in the industry, nurturing the next generation of theatre professionals. The traineeship will sit as part of a growing development of the Stage Door programme, Stage Door 10, which will see ten traineeships rolled out across the country this year. As part of SD10, the Theatre Operations Trainee will have the opportunity to become part of a cohort of trainees meeting together throughout the programme period and benefiting from networking, skills development, and masterclass opportunities from Good Chance and their partners. The trainee will also receive a number of one-to-one wellbeing sessions with Good Chance's Deputy Artistic Director as well as a series of mentoring sessions from a team member at Nimax towards the end of their placement to support them as they consider their next steps in the theatre industry.

About this role: Theatre Operations Trainee 12-Week Training Program: As a Theatre Operations Trainee, you will join a team of Theatre Operations Supervisors with the aim of developing the skills and experience required to step into a supervisory role. Throughout a 12-week training program, you will receive hands-on training and mentorship to build your ability to manage the Front of House and Bar teams, ensuring exceptional customer service, operational efficiency, and a safe, welcoming environment.

Key Duties and Responsibilities

• Operation: With the full support of the Theatre Management Team and the other Theatre Operations Supervisors and with all necessary training: lead and support the Front of House Team through compiling the daily rota; preparing briefings; supervising the Front of House Usher and Bar teams on duty and ensuring they are adhering to customer services standards. Complete level checks in line with operational procedures. Supervise the incoming interval and outgoing monitoring patrons, anticipating any potential issues. Take charge and be the initial point of contact for any patron issues that have escalated from the wider Front of House team. Conduct regular level checks throughout the shift to ensure staff are on task and to deal with any issues as they arise. Ensure all bars and POS are merchandised to agreed standards. Ensure the Front of House Teams are upselling and maximising sales at every opportunity. Encourage and support the Front of House team in any retail promotion or staff incentive. Ensure processes and procedures are conducted as required for example EPOS operation or Safety Reporting processes. Ensure the team and building is compliant with all health & safety, licensing, food hygiene, and Company policies. Maintain a good working knowledge of the current show including running times, latecomers policy, special effects, trigger warnings, etc. Be comfortable and confident with your assigned role regarding emergency procedures and take an active role in weekly fire drills and other training regarding emergency procedures.
• Administration: Supervise the venue’s stock of Nimax uniforms and ensure all new Front of House starters are issued with the correct items, retrieving all Nimax uniform/property when a staff member leaves. Assist with the onboarding and induction of new Front of House starters. Attend and participate in training courses as required.
• Customer Service: Lead by example and encourage the team to strive for excellence. Offer the highest standards of service and customer care as outlined in the Nimax Customer Experience Competency Framework. Assist all patrons with enquiries, queries, and other issues relating to the building, show, and retail operation in a positive, helpful, and professional manner. Ensure that the public areas of the theatre are immaculately presented prior to each service period: incoming interval and post-show.
• General: Assist Theatre Management with any functions, events, VIPs, etc. as and when necessary. Any other duties that may reasonably be required as directed by Theatre Management.

By the end of the 12-week training period, you will have developed the core skills of a Theatre Operations Supervisor including supervising teams, ensuring operational excellence, and delivering exceptional customer service. These transferable skills are recognised across the theatre industry and will provide an excellent basis for a future career in house management in any theatre or venue environment. This job description is not an exhaustive document but reflects the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may reasonably be requested consistent with their job title and status. The duties contained within this Job Description must be always performed within the Company’s stated guidelines and operational policies. The successful applicant will be given all the necessary support, training, and development to be able to meet the expected outcomes.

Person Specification

• Essential: Knowledge and experience of working in a busy environment. Experience of Customer Service. Works calmly under pressure. Willingness to work evenings and weekends subject to external training and development commitments. Experience of cash and stock handling.
• Desirable: Venue experience. Experience at managing others. First aid certificate.

Let us know in your application if you hold a Personal Licence relating to the sale of alcohol but this is not necessary for you to apply to work with us.

Terms

This role is open specifically to individuals with lived experience of forced displacement.

Start date: 10 November 2025 (TBC)

End date: w/c 2 Feb 2025 (TBC)

Time commitment: 30 - 40 hours per week (to be agreed)

Location: London, UK

How To Apply

Please submit the following materials no later than 6pm on 29th October. Applicants are welcome to submit their applications in a format that is most accessible to them:

• Either a 1-page letter or a 2-3 minute video explaining: A bit about you and the work you’ve done that relates to this role. What excites you about this position and what you think you can bring to the role.
• Your CV or a list of your experience (maximum 2 pages).
• Confirmation that you fulfil the eligibility criteria with lived experience of forced displacement (i.e. have sought asylum or refuge in the UK).

Interviews will be held in London on the 29th & 30th October and 4th November 2025.