At a Glance
- Tasks: Lead customer service and ensure smooth operations at live events.
- Company: Join the vibrant team at Assembly Hall Theatre, a cultural hub.
- Benefits: Attractive salary, 22 days holiday, hybrid working, and professional development.
- Other info: Flexible hours with opportunities for personal growth in a dynamic environment.
- Why this job: Be part of exciting live events and create memorable experiences for customers.
- Qualifications: Experience in customer service and staff management is essential.
The predicted salary is between 25185 - 31200 £ per year.
Are you a calm, confident and customer-focused people person who thrives in a fast-paced, creative environment? We are looking for an enthusiastic Customer Experience Manager to join the team at Assembly Hall Theatre - a vibrant cultural venue where no two days are ever the same. If you enjoy the buzz of live events and working alongside a friendly, dedicated team, this is an exciting opportunity to be at the heart of one of the region's leading entertainment venues, helping to deliver exceptional experiences for everyone who walks through our doors.
You will act as the senior Duty Manager for allocated performances, events and functions, taking responsibility for customer service standards, staff leadership, safety, security and the smooth operational delivery of events. You will be visible, approachable and solutions-focused - someone who can think on their feet, keep calm under pressure and make sound decisions when it matters most.
We are looking for someone who is:
- Friendly, flexible and genuinely customer focused
- Calm, confident and able to solve problems quickly and professionally
- Organised, resilient and able to manage a varied workload
- Comfortable leading and supporting casual workers during busy events
- Able to work evenings and weekends as part of a flexible rota
- Comfortable working in a physically active role within a live events environment
You will help lead and support a large casual workforce, ensuring team members are well briefed, confidently deployed and able to provide an excellent experience for every customer. Previous experience in a customer-facing role is essential, along with some experience of managing or supervising staff or casual workers. Experience in hospitality, sales, complaint handling, conflict management, EPOS or till systems would be an advantage, but above all we are looking for someone with the right attitude: flexible, practical, people-focused and ready to get stuck in.
If you enjoy working with people, love the buzz of live events and want a role where every shift brings something different, we'd love to hear from you.
This post is subject to a satisfactory basic DBS check.
What we offer:
- Financial: An attractive basic salary within a clear pay structure.
- Holiday Entitlement: 22 days annual leave (increasing to 27 days after 5 years continuous Local Government service) plus three additional days in December and bank holidays.
- Pensions: Membership of the Local Government (CARE - Career Average (Revalued Earnings) Pension Scheme - Employer contribution of 19.7%.
- Free staff parking.
- Hybrid: The Council operates a hybrid working model with minimum 2 days working in the office.
- Access to HAPI: an all in one benefits hub, giving you easy access to a wide range of employee perks, wellbeing support, discounts, and everyday savings.
- Personal Development: Invaluable training opportunities for continuing professional development.
- Employee Assistance Programme: The Council has partnered with Health Assured to provide staff with access to EAP (Employee Assistance Programme) to assist in balancing everyday life with the requirement of work and home.
Tunbridge Wells - Working for Equality. We welcome applications from all sections of the community. Safeguarding The Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.
Customer Experience Manager employer: Tunbridge Wells Borough Council
Tunbridge Wells Borough Council is an excellent employer, offering a supportive work culture that values transparency and accountability. Employees benefit from opportunities for professional growth within the public sector, while contributing to meaningful governance initiatives that impact the local community. Located in the picturesque Royal Tunbridge Wells, staff enjoy a vibrant environment that fosters collaboration and innovation.
Contact Details:
Tunbridge Wells Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Tunbridge Wells Borough Council and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Tunbridge Wells Borough Council and let us see your personality shine through!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Tunbridge Wells Borough Council.
Get Familiar with Our Brand:Before applying, take some time to learn about Tunbridge Wells Borough Council and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Tunbridge Wells Borough Council
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Tunbridge Wells Borough Council.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Tunbridge Wells Borough Council will surely appreciate.
