The Customer Experience Supervisor reports to the Customer Experience Manager and oversees the Customer Experience Team to ensure a consistent, customer‑focused Front of House operation.
Please note, the role may involve working with children or vulnerable people.
Responsibilities
* Supervise the Customer Experience Team to deliver a seamless Front of House operation.
* Support the Front of House operation, flexing procedures to maximise profit and implement new processes.
* Maximise sales opportunities while keeping shift length to a minimum.
* Ensure the operation is presented to the highest standard.
* Assist with merchandise reconciliation and maintain accuracy.
* Communicate positively with customers based on feedback received during performance reviews.
* Deliver excellent customer service at all times.
* Support building a strong, customer‑centric culture within the team.
* Build and maintain relationships with internal and external stakeholders to achieve high customer satisfaction.
* Maximise sales and support the achievement of KPIs, including Spend Per Head.
* Perform stock‑control duties.
* Liaise with internal colleagues to identify and seize sales opportunities.
* Act as a cashier when required.
* Motivate staff, monitor performance, appraise and provide training for development.
* Assist in the recruitment and selection of staff.
* Respond to shift‑time staff needs such as till problems, change requests, queue management.
* Support health and safety of customers during theatre visits.
* Act as a level marshal during emergencies or evacuations.
* Ensure consistent adherence to ATG policies and procedures by all team members.
* Perform any other duties reasonably requested.
Qualifications
* Experience supervising a team to maximise sales and consistently achieve targets.
* Customer service experience.
* Excellent verbal and written communication skills.
* Creative problem‑solving and confident decision‑making ability.
* Strong initiative and self‑direction.
* Skill in complaint resolution.
* Experience working in a fast‑paced, multi‑project environment.
* Proactive and flexible, especially with unsociable or long working hours.
* Effective prioritisation skills.
* Positive, purposeful attitude with creative thinking to drive revenue and reduce costs.
* Enthusiasm for theatre and the work of ATG, able to engage with staff at all levels.
* Absolute attention to detail.
* Desirable: Additional F&B or hospitality/leisure/events experience.
* Desirable: Personal Licence and First Aid qualifications.
ATG Entertainment is a Disability Confident Committed Employer and welcomes applications from individuals with disabilities or long‑term health conditions. Candidates who wish to participate in the disability programme may contact recruitment@atgentertainment.com before applying.
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