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Principal Purpose of Post

This is a key customer focussed role for MAC and is key to visitors’ experience and to the perception of the organisation especially in re-establishing MAC as an iconic arts venue in the West Midlands.

The Duty Managers are responsible for;

• Championing customer care for all MAC’s customers and stakeholders.
• Managing the day-to-day running of the building.
• Ensuring Health and Safety and Security are managed effectively when the centre is open to the public.
• Welcoming artists, companies and hirers and facilitating their use of the centre.
• Event planning and operational management.
• Managing the team of Customer Services Assistants.

Key Responsibilities

The Duty Managers are responsible for managing the site on a day to day basis. They will lead a team of staff, establishing and delivering excellence in customer service. The post holder is responsible for:

• Ensuring the safe and efficient day-to-day running of the centre within MAC’s policies and procedures, and the conditions of the Premises Licence.
• Shift leading the customer service team which includes MAC customer service assistants, security guards and cleaners.
• Contributing to the strategic development of Customer Services for MAC.
• Working with Catering, Events Sales, Communications, Technical Resources and the Sales Team to achieve the best possible visitor experience.
• Additional non-duty based responsibilities including staff training and development, health and safety management, staff rota-ing and line management, event management planning both on and offsite.
• To ensure all venues and exhibition spaces are professionally managed.

Front of House Management

• To ensure the smooth running of all performances at MAC.
• Liasing with visiting companies, performances and the technician to ensure the correct delivery of all shows according to their needs in accordance with MAC’s policies.
• To use Spektrix/ticketing system to monitor audience attendance and ensure any audience accessibility requirements are fully prepared.
• To ensure all performances start in a prompt and timely manner, whilst following MAC’s procedures in respect of postponements and/or cancellations.

Public Safety

• Be based in public areas to assist visitors, ensure MAC is well presented and manage the consistent delivery of excellent Customer Service.
• Ensure that MAC complies with its Premises Licence and other statutory regulations.
• Maintain a thorough knowledge of safety and emergency procedures, leading staff in their application and training in their use.
• To liaise with other relevant managers to ensure any potential or actual hazards are minimised and managed appropriately.
• To be the primary first aider on site and ensure all accidents are recorded and that any incidents are dealt with in line with procedure and recorded accordingly.
• To ensure the first aid room is ready for use and all first aid boxes and similar are replenished regularly or as used.
• Ensure that security issues are dealt with quickly and professionally.
• Ensure any safeguarding issues are reported and dealt with appropriately.

Customer Care

• Ensure that an excellent standard of service is offered to all visitors, ensuring a positive and warm welcome is given and motivating all the Front of House Customer Service Teams to deliver the highest level of service at all times.
• Review and act on customer comments and complaints to ensure on-going customer satisfaction.
• Ensure the customer service team is fully briefed on MAC’s current and future programmes, commercial operations (including room hire), conferencing facilities, and to be able to discuss them confidently with customers.
• Motivate and manage the Customer Service Assistants to achieve service targets as set by, the Senior Management Team and Head of Communications.
• Report information from contracted staff to the relevant departments as appropriate.

Staff Management

• Together with other Duty Managers to be responsible for the efficient, professional and effective running of the Customer Services Team and Venue Supervisors. This includes line management, recruitment, induction, personal development, annual reviews and performance management meetings.
• Effectively roster the Customer Service Assistants ensuring responsibilities are allocated accurately according to business needs and to respond efficiently to any last minute changes and extra requirements.
• To take responsibility for the accurate signing/checking/reporting of timesheets and annual leave and monitor lateness and absence taking any action where necessary within the Customer Service Team.
• To ensure effective and clear channels of communication within the Customer Services Team and other internal departments.

Contractor Management

• Responsible for overseeing the efficient and effective running of Cleaning Services, Security Contractors and any other relevant services and their deployment and reporting back to the Head of Customer Services.
• To ensure effective and clear channels of communication with the contractors, the Customer Services Team and other internal departments.

Meeting Rooms

• Working closely with the Head of Sales and Events, the Head of Technical Resources and the Head of Catering to oversee and ensure accurate event, meeting room and conference facility set-up and system administration.
• To use Yesplan room booking software and Spektrix ticketing software both to input and retrieve information, including the use of Office 365, People HR.
• To co-ordinate spot cleaning of hired facilities in between bookings where required.

Non Duty based responsibilities

Ensuring good administration of the areas for which the post carries responsibility and in particular to:

• Ensure adherence to MAC’s administrative and financial systems;
• Support Head of Visitor Services to complete risk assessments where required.
• Ensure a Duty Manager presence at key production and event meetings.
• Compile the Duty Manager rota on a monthly basis when requested.
• Train all MAC staff on the evacuation procedures and building regulations during inductions and where required.
• Lead the weekly Operations Scheduling Meetings when requested.
• Contributing to and operating within key policies as required.

General

• Undertake such training as may from time to time be appropriate to the post.
• Be a full team member within the department and contribute to the life of the organisation as a whole.
• Develop knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness.
• To be aware of and comply with MAC‘s Equal Opportunities Policy.
• To develop a knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness.
• Undertake any other duties which may be required from this post.

Equal Opportunities & Diversity

All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.

Note

This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.

Hours of work will be variable and will include weekend and evening work.

This position is subject to an Enhanced Disclosure with DBS (see Disclosure and Barring Policy & Procedure).

This post will be the lead First Aider when on duty.

Person Specification

A person specification describes the areas of knowledge, skills and experience a person should possess in order to take up the post.

Essential

• Experience of supervising a customer service team preferably in a public venue (e.g. arts).
• Demonstrable experience of managing people.
• Demonstrable knowledge of Health and Safety.
• Experience of delivering training and presenting effectively to large groups.
• Demonstrable experience of establishing systems and processes (recognizing and recommending improvements where necessary) and communicating these to others.
• Experience of developing and delivering high levels of customer satisfaction within a customer relationship management policy.
• An experienced diplomat who can diffuse difficult situations with a calm positive approach.
• Demonstrable experience in deal with security issues and anti-social behaviour.
• Demonstrable verbal, written and telephone communication skills, including the ability to produce reports.
• Demonstrable experience of provision of services to people with access needs.
• The ability to be a level-headed leader in a fast-paced pressured environment.
• Flexible and positive approach with troubleshooting and problem solving skills.
• A working knowledge of current licensing and health and safety requirements in public venues e.g. building evacuations, risk assessments.
• Good IT skills including Microsoft Office applications.
• Availability to work unsociable hours.

Desirable

• Knowledge of and enthusiasm for the arts.
• Venue management experience.
• Knowledge of safeguarding legislation and procedures.
• Experience of recruiting and managing volunteers.
• First aid certificate.
• IOSH or similar health and safety training.