House & Volunteering Manager

Purpose of Role

Lead volunteer recruitment, training, engagement and retention, and design and deliver volunteer-led activities that support front-of-house operations. Act as one of the venue’s primary Duty Managers, ensuring the safe, efficient and customer-focused delivery of performances and events, including shift operations, staff supervision, health and safety, and on-the-day decision-making. Act as the FOH Accessibility Champion, working with the Arts Theatre Accessibility Coordinator to embed accessibility-aware processes across all front-of-house activity and operational workflows.

Key responsibilities

• Strategy and Planning: Develop and implement volunteer recruitment, retention and development plans aligned with the venue’s programme and community objectives. Work with the Arts Theatre Accessibility Coordinator to set FOH accessibility priorities and embed inclusive practice across operations.
• Programme Development: Design and deliver volunteer-led activities and community outreach initiatives that support performances, fundraising and audience engagement.
• Operational Leadership: Oversee front-of-house readiness for performances and events, setting standards and processes to ensure a consistent, high-quality customer experience. Act as one of the venue’s Duty Managers, taking overall responsibility for venue operations, safety, crowd management and customer experience during duty shifts. Act as main point of contact for planning and delivery of all Creative Learning & Engagement tours and events.
• Duty Management & Venue Operations: Make operational decisions on the night, manage incidents, liaise with performers and contractors, and ensure compliance with licensing and health & safety requirements. Serve as a key holder and emergency call-out where required.
• People Management & Development: Lead recruitment, selection and onboarding for volunteers and casual front-of-house staff, including DBS checks where required. Deliver induction programmes, role-specific training and accessibility awareness training; design development pathways and recognition schemes to drive retention. Create and maintain rotas and scheduling systems aligned to performance timetables and staffing capacity.
• Volunteer Engagement & Events: Run briefings, feedback loops and recognition programmes; plan and deliver social, training and appreciation events for volunteers. Coordinate volunteer involvement in community outreach and fundraising activities.
• Partnerships, Suppliers & Contractors: Coordinate box office handovers and event readiness with the Theatre Manager; liaise with contractors and suppliers to resolve on-the-night issues and report building defects as required.
• Administration, Reporting & Insight: Produce regular reports on volunteer metrics, accessibility outcomes and front-of-house performance; assist with reconciliation and administrative tasks. Use volunteer feedback and operational data to recommend improvements to FOH processes and accessibility provision.
• Safeguarding & Compliance: Support licensing, safeguarding and incident reporting; ensure adherence to health & safety and licensing regulations in FOH activity.
• Continuous Improvement: Audit front-of-house accessibility provision, recommend and implement improvements, and lead initiatives to improve operational efficiency and inclusivity.

Role profile

Qualifications: Desirable: First Aid, SIA or equivalent, health & safety training, safeguarding training. DBS check required where the role involves contact with vulnerable people.

Experience: Experience in live events, theatre or hospitality environments, including front-of-house or duty management. Experience recruiting, training and managing volunteers or community groups. Knowledge of accessibility standards and reasonable adjustments in public venues.

Skills & Knowledge:

• Leadership: Confident supervising staff and volunteers with a collaborative, supportive style.
• Accessibility expertise: Practical knowledge of access needs and inclusive practice.
• Volunteer management: Proven ability to recruit, train and retain volunteers and run recognition programmes.
• Communication: Clear, calm communicator with strong customer-service focus and the ability to handle challenging situations.
• Organisation: Strong planning, scheduling and administrative skills; comfortable managing rotas and reporting.
• Problem solving: Decisive under pressure with a pragmatic, safety-first approach.

Behaviours & Attributes: Customer-first mindset and strong attention to detail. Resilient and decisive in fast-paced live-event environments. Collaborative and inclusive, committed to accessibility and safeguarding.

KPIs and working conditions:

• KPIs: Volunteer retention rate; number of trained accessibility champions; on-the-night incident rate; customer satisfaction scores; timely completion of rotas and reports.
• Reporting: Regular updates to the Theatre Manager and monthly volunteer/accessibility reports to senior management.
• Working pattern: Flexible hours including evenings and weekends; on-call for events as Duty Manager.
• Development: Opportunities to lead accessibility projects, develop volunteer pathways and shape community engagement strategy.

Terms and conditions:

• Salary range: £29,000 to £31,500 per annum
• Hours of Work: An average of 35 hours per week excluding an unpaid lunchbreak.
• Holiday entitlement: 25 days plus statutory bank holidays.
• Pension: The Theatre offers an auto-enrolment pension scheme.

Please send CV’s and a short covering letter by an email via the button below. If you have any questions about the role please contact: pete@artstheatre.co.uk Closing date for application is 5pm on Tuesday 28th April 2026. Interviews will be held week commencing Monday 4th May 2026.