Duty Manager

Salary: £25,444

Rich Mix is looking for a Duty Manager to lead the Visitor Services team, ensuring the smooth running of the daily operation of the building.

The Duty Manager will motivate and lead the Visitor Services team to deliver excellent customer service and while on shift, has overall responsibility for ensuring the health and safety of staff and visitors to the venue. They also ensure the smooth running of the whole operation and accurate completion of daily reporting.

This is an excellent opportunity for someone looking to build a career in operations, customer service or venue management.

Role details:

• Full-time
• Permanent
• Shift patterns may chance week-on-week and will include some weekend and evening work

Role responsibilities:

Customer service

• Deliver an excellent customer experience for all workspace residents and visitors to Rich Mix.
• Resolve customer concerns and escalate where appropriate.
• Work with colleagues across departments to deliver events to the required standard.
• Always represent Rich Mix and its values, ensuring visitors feel welcome and secure.
• Actively ensure the public spaces are presented to a high standard and toilets are tidy and fully stocked.
• Set up and reset spaces to a consistent standard.
• Ensure a full range of products is offered on each of the bars and that these are attractively displayed, notifying the Visitor Services Manager of any shortages.
• Be knowledgeable about and promote Rich Mix’s programme, offers and charitable work and find ways to communicate offers/promotions to the team.
• Carry out an effective handover with colleagues to enable a consistent service to be maintained.
• Collect audience feedback and monitoring data as required to aid performance analysis, marketing activities and Arts Council England reporting. Encourage visitor feedback by directing customers to the available feedback channels.

Supervision of staff

• Be a role model to the team, including by demonstrating exemplary standards of customer service.
• Ensure Visitor Services staff are deployed effectively across the building and bar areas so that staffing is adequate for the levels of activity in each area.
• Provide a clear briefing to Visitor Services staff and security personnel on relevant activities and daily operational requirements.
• Communicate tasks clearly to Visitor Services staff to ensure they understand what is required.
• Support the Visitor Services Manager in maximising the performance of Visitor Services staff, through teamwork, motivation, performance management, training and development.
• Communicate with other Duty Managers to ensure a consistent approach to supervising staff.
• Complete staff feedback report.
• Report sickness, lateness and other attendance issues to the Visitor Services Manager.

Health and safety

• Be responsible for accurately conducting emergency and evacuation procedures when on duty.
• Be continually vigilant and uphold Rich Mix’s health, safety and security procedures to ensure the safety of cash, stock, assets, visitors and staff at all times.
• Be a first responder to accidents and incidents, taking action to rectify or mitigate any health, safety and security concerns.
• Ensure compliance with the venue’s Premises Licence and Planning Permission requirements.
• Ensure that activities operate within their agreed risk assessment and that the maximum capacity of each space is not exceeded.
• Ensure that all Duty Manager daily tasks are completed accurately and sign off the task list.
• Ensure consistent and accurate reporting of incidents, accidents and maintenance issues in compliance with data protection legislation and Rich Mix’s Health and Safety Policy.
• Follow opening and closing checklists to open and lock up securely.

General

• Complete an end of day report detailing information about the day’s activity and income.
• Complete opening and closing safe counts accurately and report any discrepancies.
• Cash up daily takings and investigate any discrepancies.
• Ensure movements of stock are recorded correctly through the till system.
• Ensure Rich Mix’s policies as outlined in the Staff Handbook, including Equal Opportunities and Diversity and Environmental Policies, are implemented and reflected in all aspects of your work.
• Attend team meetings as required.
• Undertake any other duties commensurate with the status of the role and in keeping with its overall purpose.

Person specifications:

• Experience of supervising a team of more than five staff
• Previous responsibility for upholding the Health and Safety policy of a venue.
• Strong numeracy, IT, and communication skills.
• Experience of cash handling.
• Ability to take responsibility and prioritise workload effectively.
• Ability to make decisions and perform well under pressure.
• Ability to work well under own initiative.
• An interest in venue operations.
• Experience delivering excellent customer service.
• A positive and flexible approach to work.
• Polite, patient, and good humoured.
• A genuine passion for the arts and a keen interest in the work, mission, vision, and values of Rich Mix.
• An understanding of the importance of inclusion and diversity in the workplace.
• An understanding of the importance of working in an environmentally sustainable manner.

How to apply:

Applications should be submitted via Rich Mix’s job portal.

The online application includes an Equal Opportunities Monitoring Form. This information will be kept confidential (and will not be shared with the hiring panel) and will be used in the progress towards widening diversity among our workforce.

The closing date for this position is 22/11/2024 at 12:00