The Venue
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. 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.
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