Duty Manager (Customer Experience)

Applying for this post

To apply for this post please complete the your details submit your CV and covering letter and completethe online equal opportunities monitoring questions in this online applicationportal. The information from your monitoring form will not be shared with anyone involved in the decision making process.

The deadline for receipt of applications is Thursday 17 Septemberat noon.

We willreview applicants on a rolling basis and therefore advise candidates to submittheir applications as soon as possible if they wish to be considered for the reserve the right to close the vacancy early if we receive a sufficient numberof suitable applicants.

We want you to be able to showcase all your skills and experience in relation tothis role throughout the recruitment process. We welcome applications inalternative formats such as video and audio recordings. We are committed to
providing a an equitable interview experience for all candidates. If you requireany reasonable adjustments to support your participation at the interviewstage including the provision of providing a British Sign Language Interpreter(BSL) - please let us know.

Please contact our People Team at emailprotected if you have any questions about the application process or you experience difficulties when submitting your application.

Role Summary

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 companys 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.

Key personal attributes include a positive attitude flexibility reliability and a commitment to excellence. Strong communication teamwork and decision-making skills are essential along with high standards of appearance and punctuality. Candidates must be willing to work evenings and weekends but the role will be fully flexible.

Terms and Conditions

Period of Work: This is a permanentcontract subject to successful completion of a probationary period of 3months.

Pay: 15080 per annum

Hours:20hours per week on an annualised contract (i.e. 1040 hours per annum). We dont encourage or expect overtime however in the event that over time is worked this may be taken as time off in lieu to be agreed in advance with your line manager.

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

Notice Period:4weeks

Location of Work:Your main place of work will be The Rep in Birmingham but you may be required to work permanently or temporarily at other locations locally.

Other Benefits:Contributory staff pension 5% employee and 3% employer

Non-contractual Benefits

• 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 (when available)
• 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
• We actively encourage all staff to see shows as believe that being part of The Rep product enhances everyones experience as an employee and ambassador. To ensure everyone has a chance to attend shows every staff member is invited to attend press night for all The Reps own productions along with further complimentary tickets where possible as well as competitive discounts throughout the year.
  

Guidance

The Rep is a Disability Confident Employer and we participate in the Offer an Interview scheme. This means we will offer an interview to anyone who is D/deaf or has a disability for the post who meets the minimum criteria. By minimum criteria we mean that you must provide us with evidence in your application form which demonstrates that you generally meet the level of competence required for each competence (or could with reasonable support) as well as meeting any of the qualifications skills or experience defined as essential in the person specification. If you would like to apply under this scheme please select this option on our application portal.

Please read the job description carefully before starting your application to ensure that you meet all of the essential criteria and are able to provide evidence in your application to support these areas. Only relevant information will be considered when shortlisting candidates.

In line with GDPR your application will be retained securely for 12 months before being destroyed if you are unsuccessful. A copy of our Privacy Policy is available on our website. If you are successful in your application your information will be transferred to your HR file and will be kept in accordance with our Internal Privacy Policy.

The Rep is committed to safeguarding and promoting the welfare of childrenyoung people and adults at risk. We foster a culture where all staff andvolunteers are expected to report concerns regarding vulnerable individuals or

the conduct of colleagues and others they encounter. As part of our saferrecruitment practices the suitability of all prospective employees and volunteersis thoroughly assessed.