Casual Team Leader
About WMC/Our Department:
WMC is a home for the arts in Wales, and a cauldron of creativity for the nation. We fire imaginations by curating world-class, critically acclaimed touring productions, from musical theatre and comedy to dance, cabaret and an international festival. We kindle emerging talents with fresh, provocative, and popular pieces of our own, rooted in Welsh culture. We ignite a passion for the arts in young people with life-changing learning experiences and chances to shine in the spotlight.
At WMC our Customer Operation is a major source of income enabling us to be able to build on our growth in being the leading home for arts in Wales. We operate seven days a week, 364 days a year, with Christmas Day closure.
We genuinely have something for everyone, whether you enjoy a locally roasted coffee or a night at the cabaret, we are a home for all and are passionate about delivering amazing experiences.
About the Role and Responsibilities:
This is an exciting opportunity to join a growing Customer Operations team here at WMC. We have several bars in operation at any one time, delighting our visitors and firing the imagination for all who visit us. We’re looking for an experienced customer service role model, someone who enjoys making the customers day, by being confident and proactive in interacting and wowing our visitors by leading by example. Whether it’s a coffee and chat at our Ffwrnais café/bar, perusing the best in Welsh produce in our retail spaces or a great night out at Cabaret, we’ve got something for everyone here at WMC, with more exciting growth coming later this year so we need a motivated, ambitious and proactive team to deliver excellent customer service for every customer. You will need to be a strong operational leader for the team to ensure this delivery is consistently executed.
Your role may be subject to a DBS check.
Key Requirements:
- To support the Customer Operations Managers to ensure staff are delivering in line with Standard Operating Procedures (SOP).
- Lead all staff by communicating and directing them to complete the allocated tasks in line with the Standard Operating Procedures (SOP) as set by the management team.
- To assist in the line management of the staff, resolving any issues and escalating these as needed to Customer Operations Management team.
- To communicate effectively with management and team to ensure expectations are met, reporting any issues to the management team.
- Flexibility and Weekend availability is essential due to flexible shift patterns.
What’s in it for you?
- Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service)
- Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic and acupuncture treatments.
- Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions
- Employee assistance programmes which include access to support services for legal, financial, and family concerns
- Life assurance of 4x annual salary.
- Opportunity to apply for tickets to productions
- CLWB – Our employee social group
- NEWID – our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
- Free access to learn Welsh online
- £5 all-day parking available on working and non-working days.
At Wales Millennium Centre, our commitment to diversity and inclusion goes beyond words; it is a fundamental aspect that guides our actions. Adhering to the principles outlined in Section 158 of the Equality Act 2010, we actively embrace positive action in our recruitment and selection processes. Recognising the underrepresentation of specific groups, particularly individuals with disabilities, and those from Black, Asian, and ethnically diverse backgrounds, within our workforce, we have implemented proactive measures to address this disparity.
Through our positive action approach, applicants of our advertised roles from these underrepresented groups, meeting the minimum criteria detailed in the role profile, will be shortlisted for interview selection. Our commitment extends beyond meeting legal obligations; we aspire to cultivate a workplace that authentically embraces the rich diversity of our global society.
-----------------------------------------------------------------------------------------------------
At Wales Millennium Centre, our commitment to diversity and inclusion goes beyond words; it is a fundamental aspect that guides our actions. Adhering to the principles outlined in Section 158 of the Equality Act 2010, we actively embrace positive action in our recruitment and selection processes. Recognising the underrepresentation of specific groups, particularly individuals with disabilities, and those from Black, Asian, and ethnically diverse backgrounds, within our workforce, we have implemented proactive measures to address this disparity.
As part of our commitment to fair and inclusive recruitment, applications are anonymised so they can be reviewed without bias. This positive action approach helps ensure everyone is assessed on their skills and experience and reflects our aim to build a workplace that values and represents the diversity of our society.