The Core at Corby Cube
Job Description

Department: Operations
Job Title: Customer Service Supervisor
Responsible To: Customer Experience Manager
Responsible For: Customer Service Assistants and Volunteers

Job Purpose:
To assist in managing the day-to-day operation of the venues customer-facing areas
(bars and FOH), fully complying with health and safety and licensing regulation and
achieving the highest levels of service for customers and clients whilst maximising
sales and profits.

Key Task Areas:
By collaborative agreement with the Customer Experience Manager carry out a
selection of the following duties:
•  To perform the role of Duty Manager which will involve regular evening, weekend

and bank holiday shifts.

•  To assist in the management of the front of house team to ensure the business

and departments objectives are achieved through the team.

•  The carry out regular departmental administration tasks as delegated by the

Customer Experience Manager.

•  To ensure that each room is set up with the correct equipment for each activity,

liaising with appropriate Core team members.

•  To open up and close rooms as required, following the opening and closing

procedures.

•  To make sure all Company cash handling procedures are closely adhered to, and
assist with the reconciling and banking of all FOH income and work closely with
other members of the team to minimise stock and cash losses.

•  To ensure that the correct levels of volunteer staffing are on duty for each event.
•  To reinforce with Volunteers, briefing and training information disseminated by
the Customer Experience Manager where appropriate and necessary and to
conduct regular emergency evacuation briefings, refreshers or drills with Bar staff
,Volunteers and visiting companies.

•  To ensure correct levels of stock ordering by monitoring and recording stock

movements.

•  To conduct all cellar duties which will involve taking in all deliveries, movement of

stock trollies and stacking stock.

•  To deal with comments, feedback and complaints when duty managing in an
efficient and friendly manner using good judgement within practices and
guidelines.

•  To ensure all bar and merchandise outlets are clean and ready for service. This

will include ensuring the bars are fully stocked, stock is rotated and floats
prepared.

•  To ensure the safe operation of equipment in both bar areas and ensure they are
maintained and presented to the highest standard and fully compliant with health
and safety and licensing regulations.

•  To complete Front of House Show reports at the end of each session.
•  To monitor the appearance of the venue, carrying out building checks and
dealing with any cleaning issues / reporting any maintenance concerns.
•  To liaise with the Duty Technician to ensure that the emergency evacuation

procedures are adhered to.

•  To maintain excellent levels of communication and reporting with the Customer

Experience Manager.

•  To be a designated first aider.
Additional Responsibilities:
•  Promote and adhere to the organisation’s culture and values.
•  To support in creating a safe, pleasant, respectful and productive work
environment setting an example of positive professional standards.

•  To be aware of and adhere to any legislative requirements consistent with the

overall duties of this post, with particular regard to Health and Safety policies and
procedures, General Data Protection Regulations and Equal Opportunities.
•  To be aware of and adhere to policies and procedure related to Safeguarding.
•  To undergo relevant training and development required by the Customer
Experience Manager or Head of Operations and wider organisation.

•  To carry out any other tasks that will, from time to time, be allocated by the

Customer Experience Manager or Head of Operations on an ad hoc or continuing
basis, commensurate with the general level of responsibility of the post.

It is a requirement of Corby Cube Theatres Trust that all colleagues work in a
flexible manner compatible with their jobs and in line with the objectives of the
company. This job description is a guide to the key duties, responsibilities and tasks
for which the jobholder is accountable but due to the nature of the business, the
specific responsibilities and activities may vary and develop over time. Therefore,
this job description should be seen as indicative and not as a permanent, definitive
and exhaustive statement.

Job Ref: Customer Service Supervisor (Casual)
May 2024

The Core at Corby Cube
Person Specification

Desirable Experience:

•  Experience of working in an entertainment or customer driven environment or

relevant applicable skills that could be transferred to this role

•  Experience of having held a position of responsibility
•  Experience of working in a bar
•  Supervision of staff, volunteers or teams

Desirable Knowledge/Qualifications:
•  Awareness of Health & Safety
•  Awareness of Safeguarding Legislation
•  Qualified First Aider
•  Stock and Bar Management

Desirable Skills/Abilities:

•  Team player
•  Good communication skills
•  Problem solving
•  Ability to follow procedures
•  Basic IT skills
•  Good people management
•  Attention to detail
•  Ability to learn new skills and processes

Job Ref: Customer Service Supervisor (Casual)
May 2024

The Core at Corby Cube
Terms & Conditions

Job title:
Customer Service Supervisor

Contract:
No Guaranteed Hours - Fixed-Term

Hours of work:
Varied hours each week, working flexibly to include evenings, weekends and bank
holidays.

Salary:
£12.71 per hour
Paid monthly on 7th of each month

Work location:
The Core at Corby Cube, George Street, Corby, Northamptonshire, NN17 1QG.

Holidays:
Annual leave year is April to March
Holiday  entitlement  is  accrued  at  the  rate  of  13.54%  of  hourly  rate  for  each  hour
worked.
Accrued holiday will be paid each month. This will be displayed on your payslip as
‘Holiday Pay’.

Pension Scheme:
Contributory staff pension – 5% employee and 3% employer
CCTT pension scheme is provided by NOW pensions
CCTT will contribute after 3 months service

Benefits:
Free Employee Assistance Programme run by Health Assured
Complimentary tickets available on selected shows throughout the year
10% discount at our bars and theatre shop

Employment Subject to:
Satisfactory references
Compliance with Immigration, Asylum and Nationality Act 2006 and the Immigration
Act 2016
Six-month probationary period

Job Ref: Customer Service Supervisor (Casual)
May 2024