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Duty Manager (Customer Experience Team), Birmingham Repertory Theatre

  •  West Midlands
  •  Â£15k-20k (pro rata)
  •  Part time
  •  Closes September 17, 2025
  •  The People Team
  •  reptalent@birmingham-rep.co.uk
  • #Theatre

Description

Job Summary

Our Duty Manager role leads the Customer Experience Team on shift and helps to ensure that the Visitor Experience is First Class. As Duty Manager you will have overall responsibility for all building activities and will lead from the front in the event of an unexpected situation.

Job Description

The role leads the Customer Experience Team on shift and helps to ensure that the Visitor Experience is First Class and is reflective of the company's vision and values. As Duty Manager you will have overall responsibility for all building activities and will lead from the front in the event of an unexpected situation.

Our ideal candidate will have strong customer service skills, be able to maintain a calm and professional manner when under pressure, and confident in managing large groups. They must also be familiar with cash handling and reconciliation. A First Aid at Work qualification is required or must be obtained upon hiring.

Terms & Conditions

Period of Work: This is a permanent contract.

Hours: 20 hours per week. Evening and weekend work will be required.

Pay: £28,697.32 pro rata (Actual salary £15,080 per annum)

Holidays: 25 days per year rising to 30 with service, plus bank holidays. The holiday year runs from 1 September to 31 August each year.

Working with us you would be able to access the following benefits:

  • Holiday entitlement of 5 weeks plus bank holidays (pro rata)
  • A day off for your birthday
  • Free-to-use employee assistance service
  • Staff ticket discount (when available)
  • Staff discount in The Rep food and drink outlets
  • 25% Season Ticket discount on parking at Q-Parks
  • £5 day rates at Utilita Arena North and South Car Parks
  • Access to salary sacrifice schemes including Bike to Work scheme and Health Cash Plans

It's important to us that The Rep reflects the communities we serve and therefore we particularly welcome applicants from the global majority and D/deaf & disabled communities as these groups are not as well represented as we want them to be.

The Rep is committed to safeguarding and promoting the welfare of children, young people, and adults at risk. As part of our safer recruitment practices, the suitability of all prospective employees and volunteers is thoroughly assessed.

Job Requirements

  • Excellent customer service skills
  • A calm demeanour with the ability to remain calm when working under pressure
  • Experience in a customer focused environment
  • Ability to manage large groups of people effectively
  • Ability to use a range of computer applications confidently and accurately
  • Experience of cash handling and reconciliation
  • First Aid at Work Qualification or be prepared to undergo the training for this if you are successful.
  • Positive, proactive and helpful attitude.
  • Flexibility, dedication and commitment.
  • Ability to assess situations and make appropriate decisions.
  • Willingness to learn new skills and activities.
  • Ability to work and contribute as a member of a team.
  • Excellent communication and interpersonal skills.
  • Work well under pressure and to deadlines.
  • Responsible and responsive.
  • Understand the importance of good internal and external customer relations.
  • A meticulous eye for detail and a commitment to excellence.

Job Responsibilities

  • Line management of Customer Experience Assistants when on shift, and supervision of Housekeeping Team members, Security Concierges and any agency staff supporting the operation.
  • You will lead performance based shifts in one or more auditoria, providing a safe and secure environment in line with the company's Health & Safety policy, ensuring all visitors and staff comply with all other relevant policies and the company's Premises Licence.
  • Assisting the Customer Experience Manager in the development and improvement of Front of House (FOH) procedures and systems, ensuring all areas are safe and secure at all times.
  • Liaising with Stage Management, attending dress rehearsals, updating information, and communicating effectively with colleagues.
  • Working collaboratively with other Duty Managers to jointly manage, motivate and inspire the Customer Experience Assistants.
  • Ensure consistent and effective communication with the Caf Bar, Technical and Stage Management teams.

Useful Links

How to Apply

To apply for this post please submit your CV and covering letter via our application portal on our website https://www.birmingham-rep.co.uk/get-involved/careers-and-vacancies.html

We also accept other forms of submission such as video or audio. Please reach out to us if you wish to submit your application in an alternative format at [email protected].

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