The Traverse Theatre is looking for an energetic and experienced Customer Service Manager to be responsible for the management of the customer service team across Front of House and Bar, ensuring first class customer experience whilst maximising income generation through effective planning of operations and services.

Typical duties include:

·        Provide strong and effective leadership to the Front of House and Bar Team, ensuring the best customer service and experience

·        Line management of Duty Managers and FOH & Bar staff across recruitment, training and oversight of development opportunities

·        Lead on day-to-day staffing and operations of FOH & Bar team including creation and record keeping of rotas and timesheets

·        Deputise for General Manager during periods of absence

·        Support General Manager on management and delivery of theatre maintenance and IT support duties

·        Manage complaint handling and feedback procedures

·        Collaborate across departments to ensure consistency in excellence of customer service.

Our ideal candidate will have strong team management experience in a customer centred environment, experience of managing budgets, drafting rotas & timesheets and with a sound knowledge of GDPR. Additionally, you will be highly organised, with robust IT skills and excellent verbal communication skills. If you are creative, energetic and motivated and have the experience and skills we are looking for, then we would love to hear from you.

This is a permanent, full-time post with a 6 month probationary period. Hours of work are 40 per week, worked over 5 days, although additional hours will be required during the busy Fringe Festival period. Hours are flexible and may include daytimes, evenings and weekends. We offer a salary of £32,000 to £35,000 per annum, dependent on experience. Annual leave entitlement is 32 days per annum, including public holidays and a pension scheme is available, with Traverse matched contributions at 4%.

If you wish to apply for this post please download the application pack from our website and send the application form to us as directed in the pack. Please note all applicants must be eligible to work in the UK and, if applicable, must hold any necessary work permit and/or visa.

Closing date for applications is 12 noon, Monday 14 April 2025

Interviews will be held on 16th and 17th April 2025 at the Traverse Theatre. 

The Traverse Theatre is a Real Living Wage employer and aims to be an equal opportunity employer.