Customer Experience Manager
PumpkinVille & ChristmasVille - Portsmouth
Immersive Octopus are the creative minds behind some of the most successful immersive experiences in recent years.
Recent collaborations include delivering 'Peaky Blinders: The Rise' for The Everywhere Group and 'The Paddington Bear Experience' for Path Entertainment, as well as working directly with the world's biggest Film Studios like Disney and Sony Pictures on creative development projects.
WWW.IMMERSIVEOCTOPUS.COM
Immersive Octopus are recruiting a friendly and enthusiastic Front of House Team to help bring alive two new family immersive adventures: "PumpkinVille" & "ChristmasVille", in the historic city of Portsmouth.
This year, the seasons come alive in two extraordinary worlds: PumpkinVille and ChristmasVille. The audience enter giant 19-metre domes and are immersed in adventures where theatre, film and spectacular effects astound at every turn.
By day, families join The SpookAdemy, a playful Halloween school where every guest learns the art of the scare or help awaken the festive magic of the Northern Lights in the Elf Emporium.
By night, the domes transform into glowing destinations with festive bars, classic films and exciting experiences just for adults.
With dazzling projection, live performance, puppetry and music, this immersive adventure places the audience right at the heart of the story, for an experience that is playful, magical, and unforgettable.
Customer Experience Manager
The charismatic and welcoming face of the company, you'll offer the highest standards of customer service and care. You'll ensure IO meet our financial targets by making customers want to return and help to ensure that onsite customer queries and issues are resolved to the customers satisfaction, while overseeing and managing our Front of House team.
This role would be ideally suited to someone who is based within commuting distance to Portsmouth.
PumpkinVille
Training on-site: Dates TBC w/c 13th October
Previews: Monday 20th October – Wednesday 22nd October
Press: Thursday 23rd October
Shows: Friday 24th October – Sunday 2nd November
ChristmasVille
Training on-site: Dates TBC w/c 11th November
Previews: Monday 17th November – Wednesday 19th November
Press: Thursday 20th November
Shows: Friday 21st November 2025 – Sunday 4th January 2026
Location for both: Gunwharf Quays House, Portsmouth, PO1 3TZ
Rate: £14 - £18 per hour. Expected average hours per week = 38
Agreement: Freelance, shift based work - Immersive Octopus freelance agreement.
Job Responsibilities:
* Carry out the duties associated of the role, for a first-class production.
* Greet and engage with audience members, ensuring they feel genuinely welcomed to the venue and treated appropriately as an important and valued customer.
* Answer audience queries, ensuring that they can access timely and useful information and guidance when they need it.
* Be the nominated person on site to handle and resolve customer complaints in a professional and empathetic manner.
* Identify effective solutions to address customer concerns and ensure satisfaction.
* Utilize available resources, including complimentary vouchers, to de-escalate situations and enhance the customer experience.
* To be the on-site liaison between any latecomers and the ticketing team, assisting with rescheduling of tickets, where possible.
* Manage and oversee the Front of House team
Key Skills & Experience
* Experience of working as a Front of House or Customer Relations team member in a theatrical venue.
* Must be an approachable, proactive person with great communication skills
* Excellent customer service skills and ability to work well in a team
* Excellent organisational and multitasking abilities & problem-solving mindset with the ability to think on your feet
* Ability to remain calm and composed under pressure
* Must be available to work flexible hours, including evenings and weekends
* To supply current documentation or comply with a company funded DBS check.
Application:
Interviews: from 3rd October
How to apply: Please email your CV & one page (maximum) cover letter to the address below, stating the role and your name in the subject.
Contact email:
Job Types: Full-time, Part-time, Freelance, Zero hours contract
Pay: £250.00 per day
Work Location: In person