Customer Operations Manager | Rheolwr/wraig Gweithrediadau Cwsmeriaid

Customer Operations Manager | Rheolwr/wraig Gweithrediadau Cwsmeriaid

Wales Millennium Centre Cardiff Misc

Role Title: Customer Operations Manager
Hours of Work: 1820 annualized hours
Salary: £29,718 – £31,284 per annum

Primary Purpose:
Our Customer Operations Managers are the heart of our operational activity, leading and inspiring our customer operations teams to create a world leading experience across all elements of the venue.
As a Customer Operations Manager you will take full line management responsibility of our team of both contracted and casual Duty Managers and Hospitality supervisors, who will in turn drive forward our operational teams to deliver world leading service, firing the imaginations of those who walk through our doors. Operational teams consist of permanent and casual hospitality staff, casual Customer Assistants and our volunteer ushers.
You will be responsible for the day-to-day management of the organisation responding to incidents, complaints and business demands as and when needed, ensuring high standards are always a priority on site.

Specialist Accountabilities:

• Accountable for the operation of the public facing side of the business, ensuring all customer operations teams are fully briefed and prepared for delivering outstanding customer care, during the day, and overseeing the delivery of these briefings during performance / event times.
• Oversees the running of the building from opening to close inclusive of all venues, events and bars and cafes, supported by location duty managers and areas specialists.
• The decision maker on site in the absence of a senior manager, having a level head to prioritise resolution of operational issues together with good incident management capability.
• Comprehensive management of the customer operations teams, including instilling and maintaining high levels of motivation, effective communication, holiday and attendance management, daily resource management and performance review and management to maintain great customer experience.
• Accountable for ensuring that daily financial targets are met by leading and motivating a proactive sales activity across assigned WMC retail areas, including all bars and other secondary sales.
• Ensuring proactive stock management in all areas of sales, such as Ffwrnais, Theatre bars and merch points, ensuring accurate stock levels and timely future ordering. Escalating to the senior operations manager if a problem occurs.
• Be responsible for all cash and company property whilst on duty. Ensure strict controls on all cash management issues, including sales reports, receipts and cashing-up procedures.
• Responsible for liaising with visiting companies to ensure all relevant information is received in a timely fashion to facilitate shows and merchandise sales.
• Hold a Personal License ensuring team members are complying with WMC’s Premises License and other statutory regulations.
• To be accountable for high levels of food hygiene across all food and beverage areas. In addition, maintaining excellent standard of cleanliness in all customer areas. Responsible for escalating any concerns to the outsourced cleaning company promptly and ensuring that the work has been completed.
• In the event of an emergency, taking responsibility for ensuring the safety of all those on site, assessing the situation and making the considered decisions, leading an evacuation if necessary and escalating to a silver BCP lead if appropriate.
• Have an up to date First Aid certification and ensure that the WMC’s procedures are adhered to when attending a first aid incident.
• Responsible for security arrangements including bag checking are in place and are conducted in line with agreed policy. Escalated to the Security Operations Manager where appropriate.
• Supporting the creation of operational procedures and responsible for reviewing and rolling out all operational procedures within the department.
• Support the delivery of engaging, effective training that creates an informed, knowledgeable team, including inductions as well as an ongoing program of refresher training.
• Compilation of daily and weekly reporting on resources, financial target, daily operational reports, stock and any incidents.

Generic Accountabilities:

• Ensure the effective resolution of customer comments & complaints, report on front facing customer feedback, and make any adjustments for improved service as and when appropriate.
• To be fully conversant and comply with the Health, Safety, Food hygiene, Fire and Security regulations and procedures of WMC, including maintain and develop appropriate risk assessments.
• To assist in recruitment of volunteers in line with WMC’s people values and processes.
• To support the recruitment of Customer Assistants and Duty Managers in line with the Centre’s Recruitment process and values.
• Work with the team and wider business areas on the preparation and delivery of project and work as and when required.
• Performs other functions to support WMC’s activities as needed/requested.

Success Measures:

• Levels of Customer Service
• Income targets
• Continued progress against KPI’s
• Success against PDR and annual objectives
• Compliance management

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