Customer Operations Manager

About WMC/Our Department:

The Customer Operation Team facilitate exceptional experiences. Whether customers are coming to see a world-class performance in our Donald Gordan Theatre or enjoying a coffee in our welcoming foyer café - Ffwrnais - our goal remains the same: to ensure that all visitors to WMC have a positive, enriching and lasting experience.

About the Role and Responsibilities:

Our Customer Operations Managers are the heart of our operational activity, leading and inspiring our customer operations teams to create a world leading experience across all elements of the venue.

As a Customer Operations Manager you will take full line management responsibility of our team of both contracted and casual Venue Duty Managers and Hospitality Team Leaders, who will in turn drive forward our operational team to deliver world leading service, firing the imaginations of those who walk through our doors. Operational teams consist of permanent and casual hospitality staff, casual Customer Assistants and our Volunteer Ushers.

You will be responsible for the day-to-day management of the organisation responding to incidents, complaints and business demands as and when needed, ensuring high standards are always a priority on site.

Your role may be subject to a DBS check

Key Requirements:

• Demonstrable experience of leading, motivating and effectively managing large operational teams in a live theatre / venue. This includes customer service, hospitality and volunteering.
• Experience in running an entire venue being responsible for the safety of all visitors and staff.
• Experience in high standards of compliance across resource, shift allocation, health and safety, food hygiene and drink licensing laws.
• Demonstrable experience of managing in a crisis - building wide evacuations and other complex events such as show stoppages and emergency situations.

You will be required to work across the hours of 07:00- 00:00 on both weekdays and weekends on a shift basis.