Customer Experience Manager

Customer Experience Manager
Full-Time: Permanent

www.queens-theatre.co.uk

Closing date: Monday 13th March at 9am

Welcome

Queen’s Theatre Hornchurch: where your talents find their stage.

Queen’s Theatre Hornchurch (QTH) is the producing theatre serving
Outer East London & South Essex, with a catchment area of 1 million+
people.

As a community hub, over 220,000 people enjoy the programme each
year, including the best in home grown theatre, visiting live
entertainment and inspiring community projects.

Behind the scenes, sets & costumes are lovingly created on-site by a
highly skilled carpentry workshop, scenic artists, prop makers and
wardrobe team.

We pride ourselves in
being more than just a
theatre, placing the local
community at the heart
of all we do.

James Watson, Acting Chief Executive

Queen’s Theatre Hornchurch aims to:
Relentlessly prioritise addressing the under
representation of those people QTH works with and
serves, including an increasing focus on D/deaf &
disabled artists and participants.

Increasingly work in different ways off site to engage with
new people, often hyper locally in underserved places.

Ambitiously address environmental responsibility in the
stories QTH tells and the ways and environment in which
these are made and told.

Place QTH firmly at the heart of cultural place making
within its sub region through the international, national,
regional and local partnerships it facilitates and engages
in.

Secure the future of the award winning 21st century
producing theatre QTH has developed into during the last
5 years, through increased levels of public and private
investment.

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About the Role

The Customer Experience Manager is responsible for delivering
an outstanding, welcoming, and consistent customer experience
across all Front of House operations, including the café and bar.
The role oversees day-to-day hospitality services, leads and
develops front-of-house teams, and ensures high standards of
service, presentation, and profitability, while aligning with the
venue’s wider artistic and community values.

Job title: Customer Experience Manager

Reporting to: Head of Customer Service and Facilities

Responsible for:

Duration: Permanent

Salary: £33,967

Hours: 39 hours a week, with regular evening and weekend
work.

Contract: Full-Time, permanent contract subject to a 6-month
probationary period

Holiday: 20 days holiday pro-rata during each holiday year; this
raises to 25 days with length of service; plus, public holidays.
(The holiday year runs from 1 April to 31 March)

Probation: Six months’ probation period (during which there is 2
weeks notice on either side)

Notice period: 2 months’ notice following successful completion
of probationary period.

The Turn of the  Screw 2024 – Photograph by: Manuel Harlan

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Main Responsibilities

Customer Experience

Team Leadership & Development

•

Champion a warm, inclusive, and high-quality customer
experience at all times.

• Act as the point of contact for customer feedback, including

processing complaints.

•

Ensure service standards are consistently met before, during,
and after performances and events.

• Use customer feedback and data to improve service delivery

products choices, and customer satisfaction.

Café & Bar Operations

• Act as Duty Manager and oversee daily operations of the café

and bar, including event and performance service.

•

Ensure smooth staffing, service flow, and maintain stock
availability during peak periods.

• Maintain high standards of cleanliness, presentation, and

ambience.

•

•

Ensure compliance with licensing laws, food safety, and health
& safety regulations.

Conduct a stock take every month to maintain adequate stock
levels and record keeping.

• Act as a deputy to the Head of Customer Services and Facilities

to provide support with any given tasks.

•

•

•

•

•

Supporting recruitment, induction, training, scheduling, and
management of the front of house team, including ushers, café,
bar and merchandise sales staff.

Lead by example, motivating teams to deliver excellent service.

Conduct regular briefings, performance reviews, and training
sessions.

Foster a positive, inclusive, and supportive working culture.

Key holder and alarm call outs.

Commercial Performance

•

Supporting sales targets and manage cost controls to maximise
income.

• Monitor stock levels, wastage, and supplier relationships.

• Work with the Head of Customer Experience and Facilities on

menu development, pricing, and promotions.

•

Identify opportunities to grow revenue and improve efficiency.

Collaboration & Planning

• Work closely with Front of House, Programming, Events, and

Marketing teams.

•

Contribute as a member of the Health and Safety team.

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Main Responsibilities cont.

Collaboration & Planning

• Oversee special events, hires, and community activities.

•

Contribute to wider organisational planning around customer
journey and audience development.

• Attendance at the F&B (Food & Beverage) sub-committee

meetings.

General

•

Keep up to date with emerging technologies and industry
trends to improve efficiency and customer experience.

• Maintain a working knowledge of the theatre’s programme,

strategy and business plan.

• Attend staff meetings / training as required.

• Adhere to Queen’s Theatre Hornchurch policies & procedures

and act as an ambassador for best practice.

•

•

The post-holder may be required to undertake other
reasonably determined duties and responsibilities within the
organisation which are appropriate with the level of the role
without changing the general character of the post.

The post-holder may also be called upon to carry out duties
that would not normally be associated with the post on a
temporary basis where there is a strong organisational
requirement for that to happen. Appropriate training and
support will be given to carry out any duties of this kind.

Photographed by Mark Snr – The 39 Steps, March 2024

5

Photographed by Manuel Harlan - Handbagged, February 2025

Bedroom Farce 2024 – Photograph by: Manuel Harlan

6

Person Specification

Essential:

Desirable:

•

•

•

•

Proven experience in hospitality or customer experience
management (café, bar, or similar)

Passion for inclusive, community-focused customer experiences

Strong leadership and people management skills

Excellent customer service and communication skills

• Good understanding of food & beverage operations

•

Knowledge of the Microsoft Office 365

• Ability to work evenings, weekends, and busy performance

schedules

•

•

Knowledge of licensing, health & safety, and food hygiene
requirements

Budget management and financial reporting experience

•

•

Knowledge and experience of working in Outer East London /
Essex

Experience working in an arts, cultural or visitor attraction
setting

• Duty Management experience

•

•

•

•

•

Personal License holder

Experience using EPOS and stock management systems

Level 2: Food Hygiene Qualification

First Aid experience or willingness to obtain

Fire Safety experience or willingness to obtain

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How to Apply

Application deadline:
Monday 16th March 2026 at 9am

Interviews:
First interview (remote via MS Teams): W/C 30th March
2026
Second Interview (in-person at QTH): W/C 6th April 2026

To submit your application:
Fill in our Application form and Equal Opportunities form
at:
www.queens-theatre.co.uk/about-us/qrecruit/
(Applications by CV cannot be considered)

For assistance:
Please contact the email listed above.

Queen’s Theatre Hornchurch is committed to offering
training, mentoring and coaching support to the right
candidates who may need to develop skills in areas of the
person specification. This can be discussed further at
interview stage.

We want to make all opportunities at Queen’s Theatre
Hornchurch accessible to anyone who wants to apply.

If submitting a written application is not the best
way to tell us about your skills and experience, please let
us know and we will discuss with you.

We will send questions in advance of first and second
round interviews to allow you time to prepare. We may
ask for a task or presentation at second round interview.

If you would like an informal conversation with Peter
Thorne, Head of Customer Service and Facilities to find
out more about the position, in advance of, or whilst you
are considering making an application, please contact:
recruitment@queens-theatre.co.uk to arrange
a mutually convenient time.

Please note for interviews we will reimburse
travel expenses, provide BSL interpreters and
language interpreters.

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The SpongeBob Musical 2024 - Photograph by: Zbigniew Kotkiewicz

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Disability Confident

At Queen’s Theatre Hornchurch, we are committed to promoting and protecting the
physical and mental health of all our staff.

As a Disability Confident Committed Employer, we have committed to:

•

•

Ensure our recruitment process is inclusive and accessible

Communicating and promoting vacancies

• Offering an interview to disabled people who meet the minimum criteria for the job

• Anticipating and providing reasonable adjustments as required

•

Supporting any existing employee who acquires a disability or long-term health
condition, enabling them to stay in work

• At least one activity that will make a difference for disabled people.

Find out more about Disability Confident at: www.gov.uk/disability-confident

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About Queen's Theatre Hornchurch

Queen’s Theatre Hornchurch (QTH) is proud to be a producing theatre serving Outer East
London and South Essex. Stretching from Stratford in the west to Colchester in the east,
with a catchment of over one million people within just 30 minutes’ travel time, QTH
serves as a vital cultural hub for communities across the area.

Our annual traditional family pantomime grows in popularity, with Cinderella (24/25)
welcoming over 29k audiences members seeking their festive fix, as well as a growing
and embedded access offer, including British Sign Language within the narrative and an
expanded programme of BSL and captioned performances.

We produce and present bold, engaging and entertaining work on our stages and in our
communities, alongside a year-round creative participation programme for people of all
ages.

Audiences are guaranteed a warm welcome from this three-year winner of UK Theatre’s
Most Welcoming Theatre, London Theatre of the Year 2020 (The Stage Awards) and 2023
finalist for 8 of the Off West End Theatre award categories for the public’s favourite venue.

QTH is poised for its next chapter with the ambition to be a values-driven charity, shaping
a programme that belongs to, and reflects, the communities we serve. Last year
(2024/25) was another exceptional year for QTH, with over 95k people visiting us to
experience live performance and with a further 35k getting involved in one of our many
community participation activities.

QTH’s producing scale and partnerships continue to grow. Our production of Moira
Buffini’s Handbagged toured to 13 venues across England as part of Theatre Nation
Partnerships, supported by the National Theatre, reaching over 19k people across 91
performances and forging new producing relationships. Recent and current co-producers
include New W olsey Theatre, Theatre by the Lake, Les Théâtres de la Ville de Luxembourg
and the East Anglia Touring Consortium.

We are also partnering with with Rifco, ZooCo, Complicite, Tara Theatre, The Future
Laboratory Programme, Separate Doors and Birkbeck University on projects such as
touring work, residencies, assistant director placements and the development of new
work, including a brand-new musical commissioned with support from Arts Council
England due to be announced for summer 2026.

QTH commissions new writing and champions its onward life. After a successful
Hornchurch run, Jonathan Maitland’s Wilko transferred to Southwark Playhouse,
Leicester Square Theatre and Everyman Theatre Cheltenham. Anne Odeke’s Princess
Essex, first produced at QTH before being expanded by the Globe Theatre.
Alongside our core produced work we host a broad range of visiting work, one-
nighters, live music, comedy, family shows and local community groups throughout the
year, for a great night out.

Communities work reached over 35,000 participants, spanning 1,720 sessions with
114 partners, from creative health projects to schools’ engagement. QTH's Youth
Theatre (QYouth) production The SpongeBob Musical involved more than 180 young
people on and off stage in a sold-out summer production (2024).

Havering Changing, the Creative People and Places programme for which QTH acts as
the lead organisation, puts local people in Harold Hill, Orchard Village, Rainham and
Romford in the lead of choosing, creating and taking part in arts and culture. In the
latest funding round, Havering Changing secured £250k from Arts Council England for
April 2025 to March 2026, supporting community-led programmes across the borough.

Situated in the borough with the 4th lowest arts engagement in London, and as the
11th fastest changing borough in the country, QTH is leading new local cultural
education and creative health voluntary sector partnerships. Each year an astonishing
45% of QTH’s audience are new to the Theatre and 61% are from underserved areas.

As a much-loved registered charity, QTH receives regular funding from London
Borough of Havering and Arts Council England. This is alongside increasing support
from a generous range of supporters.

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Queen's Theatre Hornchurch
Billet Lane
Essex
RM11 1QT

Box Office: 01708 443333
www.queens-theatre.co.uk

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