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.

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 appropriately.
• Be responsible for the oversight of any contractors on site and ensure effective and clear channels of communication with the contractors, the Customer Services Team and other internal departments.

Equal Opportunities and 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.  

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 (such as 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.