The Venue
Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Midlands Arts Centre (MAC) is an exciting, ambitious arts centre which offers a wide array of free exhibitions, theatre, music,cinemaand comedy performances as well as creative learning and participation activities.Setin the leafy Cannon Hill Park, Birmingham,well-loved and well used,itsa relaxed,friendly place attracting a diverse mix of visitors.
The Role
Wererecruiting for a Duty Manager to join our Customer Service team on a 22.5 hour per week contract.This is a customer focussed role for MACthat plays akey part in ourvisitors experience.You will oversee daily venue operations, lead the front of houseteamand ensure the safety,securityand smooth running of the building.
Key Responsibilities
Customer Service
* Ensure excellent standards of service and a warm welcome for all visitors
* Be a visible, engaging presence throughout the building
* Handle queries and complaints professionally, recording outcomes appropriately
* Keep the team fully briefed on MAC programmes, room hire and conferencing
* UseYesplan,Spektrix, Office 365 and People HR to manage bookings and information
* Motivate the Customer Service Assistant (CSA) team to meet service targets
Public/Building Safety
* Open and close the building, completing all safety and security checks
* Ensure compliance with MAC's Premises Licence and statutory regulations
* Maintain a thorough knowledge of MACs safety and emergency procedures, Support withthetraining and application oftheprocess with teammembers
* Act as Incident Commander during evacuations
* Serve as primary first aider;maintainfirst aid room and records
* Manage security issues, safeguardingconcerns
* Responsible for oversight of contractors and ensure effective communication between contractions and internal departments.
Performance Venue Management
* Liaise with visiting companies,artistsand hirers, briefing the CSA team and technicians
* Oversee pre-show safety checks, ticketscanningand audience accessibility
* Ensure performances start on time; manage postponements/cancellations per MAC procedures
* Coordinate artist riders with the Catering team
* Monitor audience attendance viaSpektrix
Event Management
* Oversee commercial hire bookings in liaison with the Venue Supervisor and Catering team
* Ensure room set-ups and furniture moves are planned and in place for all events
* Coordinate spot cleaning between bookings
* Troubleshoot AV issues across hireable spaces
Welcome Desk Management
* Maintain a focused, professional Welcome Desk
* Support the CSA team withSpektrixticketing and retail EPOS
* Oversee customer data collection in line with the Data Handling Policy
* Ensure effective administration of the department and banking of all monies taken through the team
* Performaccuratechecks of the safe and create,checkandvalidatefloats.
Other Tasks
* Compile weekly CSA rotas and monthly Duty Manager rotas whenrequired
* Attend key production and event meetings
* Lead weekly Operations Scheduling Meetings whenrequired
* Train staff on evacuation procedures
* Support risk assessments and adhere to MAC's administrative and financial systems
* Uphold MAC's Environmental, Equal Opportunities, Diversity, Safeguarding and H&S policies
* Undertake trainingappropriate tothe post and support cross-organisational needs
Whatwerelooking for
Werelooking for someonewho'spassionate about Customer Services, who meets most orall ofthe following specification:
* Level 3+ qualification in any subject
* First Aid at Work (MAC will fund if not already held)
* Minimum 2 years' supervisory experience in a customer service environment, preferably a public venue
* Proventrack recordof delivering high customer satisfaction
* Experience handling security issues and anti-social behaviour
* Experience supporting customers with access needs
* Manual handling experience
* Working knowledge of licensing, health & safety and building evacuation procedures
* Excellent communication skills (verbal, written, telephone)
* Strong IT skills including Microsoft Office andticketing software such asSpektrix
* Ability to move heavy furniture (with aids)
* Organised, detail-oriented and proactive
* Committed to equal opportunities,diversityand inclusion
* Available for unsociable hours
* High standardsof dress and timekeeping
It will be beneficial if youalso have any of the following:
* Bachelor's degree
* Performance venue management experience
* Experience preparing risk assessments or managing volunteers
* Knowledge of safeguarding legislation, Martyn'sLawor IOSH/health & safety training
* Enthusiasm for the arts
* Prior first aid training
How to Apply
Follow the application link, which will take you to our main job advert. Here you can see an in-detail job description and person specification. When applying please complete the application form in full, including all experience,qualificationsand relevant skills.
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.
Deadline:9am, Monday 15 June 2026 (early application advised vacancy may close early)
Shortlisting:By end of day Friday 19 June 2026
Interviews:Thursday 25 June 2026
Equal Opportunities & Diversity
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. xsngvjr We are also committed to ensuring our peoplereflectthe communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.