We are recruiting for a Duty Manager to join our Customer Services department on a 22.5 hour per week contract including working hours on weekends and evenings. This is a key customer focussed role for MAC and is key to visitors’ experience and to the perception of the organisation as an iconic arts venue in the West Midlands. The Duty Managers oversee the daily operations of the venue. They lead a team of staff, establishing and delivering excellence in customer service whilst ensuring the safety and security of the building and all users. Key Responsibilities Customer Service 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. Be a visible presence around the building actively engaging with visitors and colleagues, Ensure that the building looks smart and professional at all times, and correct any shortfalls as a matter of priority, Handle queries or complaints in a professional, timely and courteous manner, to ensure on-going customer satisfaction and ensuring these are recorded in the appropriate system, Ensure the customer service teams are 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 to use Yesplan room booking software and Spektrix ticketing software both to input and retrieve information, including the use of Office 365, People HR Motivate and manage the Customer Service Assistants to achieve service targets as set by, the Senior Management Team and Head of Trading Public/Building Safety Safely and securely open and close the building, carrying out all safety and security checks in order that MAC is ready to welcome visitors and completing the closure checks at the end of the day. 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 Liaise with other relevant managers to ensure any potential or actual hazards are minimised and managed appropriately Act as Incident Commander in the event of an evacuation, 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 Ensure the first aid room is ready for use and all first aid boxes and similar are replenished regularly or as used Deal with security issues quickly and professionally. Ensure any safeguarding issues are reported and dealt with apropriately. Be responsible for the overisight of any contractors on site and ensure effective and clear channels of communication with the contractors, the Customer Services Team and other internal departments. Performance Venue Management Work alongside the Venue Supervisor and technical team to ensure the smooth running of all front of house elements of MAC’s performance programme: Liaise with visiting companies, artists, and hirers and pass on all relevant information to the CSA team and technicians to ensure the correct delivery of all shows in accordance with MAC’s policies and needs of the artists, Work with the CSA team to ensure that pre-show safety checks are carried out correctly, that audience tickets are scanned correctly and resolve any audience related issues before providing Front of House Clearance for all performances and screenings. Ensure all performances start in a prompt and timely manner, whilst following MAC’s procedures in respect of postponements and/or cancellations. Work with the Catering team to ensure Catering prepared or delivered to artists (riders) is as per their booking/requests, well presented and in line with Best practice Guidelines. Use Spektrix/ticketing system to monitor audience attendance and ensure any audience accessibility requirements are fully prepared, Event Management To support the Venue Supervisor as necessary to ensure commercial hire client satisfaction: Oversee the delivery of the Commercial Hire bookings to ensure client satisfaction by liaising closely with the Venue Supervisor, Commercial Hires and Catering teams, Ensure room set-ups and furniture moves are planned and in place for all events and activities in the venue. Co-ordinate spot cleaning of hired facilities in between bookings where required. Have a working knowledge of MAC’s AV systems in each hireable space to troubleshoot any issues which arise during a booking, Welcome Desk Management To oversee the performance of the Welcome Desk team: Ensure the Welcome desk is focussed, well presented and customer oriented, presenting a positive image of the business to customers. Be familiar with MAC’s ticketing software Spektrix and retail EPOS system to support the Customer Service Assistants in sales of tickets and retail items. Ensure the daily up-keep and collection of customer data in accordance with the Data Handling Policy. Ensure effective administration of the department and banking of all monies taken through the team, including the reconciliation of credit card payments, cheques, credit vouchers, gift certificates and all other potential payment methods. Perform accurate and timely checks of the safe and create, check and validate floats. Other Tasks 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 Customer Services to complete risk assessments where required ensure a Duty Manager presence at key production and event meetings compile the Customer Service Assistant rota on a weekly basis 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 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. to develop a knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness. Implement MAC’s Environmental Policy and consider how this role can contribute to MAC’s sustainability goals Further promote and ensure the implementation of the equal opportunities, diversity, safeguarding and health & safety policies of MAC. Any other duties which may reasonably be required to support cross-organisational needs Equal Opportunities & Diversity All staff are expected to further, promote, and ensure the implementation of, the equal opportunities policies of MAC. We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people are a reflection of the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all. 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 include weekend and evening work. This position is subject to an Enhanced Disclosure with DBS (see Disclosure and Barring Policy & Procedure). Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application. 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 Level 3 or above qualification in any subject First Aid at work – MAC will fund postholder to obtain if not already A minimum of two years’ experience of supervising a customer service team preferably in a public venue (e.g. arts) Experience of developing and delivering high levels of customer satisfaction within a customer relationship management policy Demonstrable experience in deal with security issues and anti-social behaviour. Demonstrable experience of provision of services to people with access needs, Manual Handling experience A working knowledge of current licensing and health and safety requirements in public venues e.g. building evacuations, risk assessments, manual handling Excellent verbal, written and telephone communication skills, Excellent IT skills (Including Microsoft Office and ticketing software such as Spektrix). Ability to move heavy furniture (with aids) Organised and practical with consistent attention to detail. Good communication skills, able to liaise with internal teams and external partners professionally and effectively. Proactive approach and strong problem-solving ability. Commitment to high standards of service delivery. Commitment to equal opportunity and inclusion with consideration to how the venue serves its users. Dedication to fostering diversity and representation, with a demonstrable ability to work with people from a wide variety of backgrounds and age. Availability to work unsociable hours. High dress and appearance standards Excellent time keeping. Desirable A bachelor’s degree in any subject Performance Venue Management Experience of establishing systems and processes (recognizing and recommending improvements where necessary) and communicating these to others Experience of preparing risk assessments and/or assessing risk dynamically. Experience of recruiting and managing volunteers Knowledge of and enthusiasm for the arts Knowledge of Safeguarding Legislation and Procedures Knowledge of Martyn’s law and it’s application to venues. Prior First Aid Training IOSH or similar health and safety training Self-motivated, flexible and adaptable. How to Apply To apply for this post please follow the link below and follow the application process. Please note that all applications are anonymised during the shortlisting stage. Any attached CVs will not be used at the shortlisting stage, so please ensure you complete the application fully and include all of your experiences, qualifications and any skills you have that would help us when considering you for this role. Deadline All applications must be received no later than 9am on Monday 15 June 2026. Please be aware that we may close this vacancy before the stated deadline if we receive a high number of applications. We strongly advise you to submit your application as early as possible. Late applications will not be considered. Short-listing Shortlisted candidates will be informed at the latest by end of day Friday 19 June 2026. Interviews Shortlisted candidates will be invited to an interview on Thursday 25 June 2026.