Operations & Customer Service Manager – People & Team

Salary: £32,952 - £38,613 per annum

The BFI is looking for an experienced manager to join their Customer Experience team at BFI Southbank.

Overseeing the day to day operation, customer journey and cinema experience, our team ensure the delivery of the programme of screenings and events across the venue. Alongside operational responsibilities, our managers each have specialist areas and this role supports the training & development of the wider team alongside ensuring recruitment and people processes are delivered in a timely manner.

Contract: Full-time, permanent
Hours: 41 per week

Key responsibilities include:

• To act as lead Operational Manager across all BFI Southbank activity on a daily basis
• To oversee and upkeep relevant staffing systems, including producing relevant management reports, liaising with the People Team and escalating to the Customer Experience Manager where needed.
• To lead on the team payroll allocation, including recharges to relevant departments
• To act as the final decision maker when on duty as the Operational Manager with regards to licensing, Health & Safety, BFI procedures & legislation

We are looking for candidates who have:

• Significant experience gained in a mid-to-large scale arts/cultural venue, or other visitor-focused organisation
• Proven people management skills including experience of successful performance management, coaching and developing staff.
• A proactive and customer focused approach delivered within a best practice framework
• Excellent communication and presentation skills with the ability to deal effectively with staff, customers & clients at all levels

A full list of responsibilities and minimum requirements can be found in the job description.

About the BFI

We are a cultural charity, a National Lottery distributor, and the UK’s lead organisation for film and the moving image. We believe society needs stories. Film, television and the moving image bring them to life, helping us connect and understand each other better. We share the stories of yesterday, search for the stories of today, and shape the stories of tomorrow.

At the BFI you’ll enjoy benefits such as excellent support for working parents, 25 days annual leave (plus bank holidays and additional paid time off at Christmas), tickets to BFI festivals and events plus many others.

We support diversity and inclusion, and as an organisation recognise that we need to address under representation within our teams. As such we strongly welcome and encourage applicants from our under-represented groups; who identify as D/deaf and disabled and/or are Black and Global Majority. We guarantee a first interview to our under-represented groups who meet our minimum requirements.

How to apply

Further details about the role, the BFI and our benefits can be obtained by visiting our website.

First interviews will be held w/c 5 August 2024

Second interviews will be held w/c 12 August 2024

The closing date for this position is 29/07/2024 at 23:59