We are looking for an experienced and enthusiastic Events & Customer Experience Duty Manager to join our Events team at Enable! The Events & Customer Service Duty Manager is responsible for leading the delivery of an exceptional customer experience across Enable's venues, ensuring the smooth and effective operational delivery of events and day-to-day activities. The role will champion customer service excellence, leading front-of-house operations and ensuring every visitor receives a professional, welcoming and consistently high-quality experience. The role will lead front-of-house teams, coordinate operational activity, resolve customer issues and ensure that all customers, visitors, clients and stakeholders receive a consistently high standard of service. Working as part of the operational management team, the Events & Customer Service Duty Manager will take responsibility for the successful delivery of events and venue operations on a day-to-day basis. The role will provide an opportunity to develop the customer experience and operational management. About Us: Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. We work with councils, charities and other local organisations to deliver health, leisure, community services and events that enrich people's lives and strengthen our local community. At Enable, we value our employees and our culture, focusing on embracing diversity and fostering an inclusive, flexible and fun environment for employees to perform at their best. On top of a competitive salary and flexible working environment, employees will also receive: Benefits: 30 days of annual leave (plus 8 bank holidays) Essential Experience working in a customer-facing operational environment Desirable Experience working in events, hospitality or similar operational environment Key Competencies Customer-focused Customer Experience Deliver a consistently high standard of customer service across all customer touchpoints Event and Operational Delivery Take operational responsibility for the smooth delivery of events and activities during duty manager shifts, including build, live and break Please note the deadline for applying is at midnight on 10/09/2026.Job Description
Life Insurance
Reward Schemes (RewardHub Membership, wellbeing budgets and cycle to work)
A variety of social and wellbeing activities each month
Mental Health & Wellbeing Perks (Monthly talks, Wellbeing Hour, etc)
Gym MembershipJob Requirements
Experience delivering a high standard of customer service
Experience supervising, leading or supporting a team
Excellent communication and interpersonal skills
Ability to remain calm and professional under pressure
Strong problem-solving and decision-making skills
Ability to work flexibly, including evenings, weekends and event days
Good organisational and administrative skills
Full UK driving License
Experience handling customer complaints and challenging situations
Experience working in a busy venue or high-volume customer environment
Experience supporting staff training and development
Experience with customer feedback systems or performance monitoring
Operationally effective
A confident communicator
Calm under pressure
Solution-focused
A positive team leader
Organised and proactiveJob Responsibilities
Act as a visible and approachable presence for customers, clients and visitors
Proactively identify opportunities to improve the customer experience
Respond to customer queries, feedback and complaints in a professional and timely manner
Resolve issues effectively, escalating matters where appropriate
Ensure customer feedback is captured and used to support service improvements
Promote a positive, welcoming and inclusive environment for all customers and visitors
Ensure all operational areas are prepared and ready for customers and event attendees.
Monitor customer flow, queues, facilities and overall customer experience
Respond quickly and effectively to operational issues and unexpected situations
EnsurHow to Apply