Duty Manager - Derby Theatre

As Duty Manager, you will play a key role in delivering an exceptional customer experience across Derby Theatre. You will supervise Customer Service Assistants, oversee the smooth delivery of events and productions, and ensure the safety, security and accessibility of the venue and its visitors.

You will be a visible and welcoming presence, providing confident leadership, coordinating teams across the venue and responding effectively to customer feedback and complaints. You will also support the successful day-to-day operation of the theatre, including cash handling, reporting, risk management and venue presentation.

Working closely with café, bar, box office and front of house teams, you will help maximise secondary sales opportunities while ensuring high standards of service, communication and professionalism are maintained. This is a varied, hands-on role for someone who thrives in a busy customer-facing environment and enjoys supporting both people and operations.

The working pattern for this role is 30 hours per week working 4 days over 7 with usual shifts being 16.30–23.30 / 9.00–16.30 / 8.00–15.30. Job share applications are also welcome.

Principal Accountabilities:

- Supervise the delivery of all events, activities, and productions in the building, including opening and closing checks.
- Maintain the highest standards of customer service at all times.
- Maintain a calm and composed approach to duties whilst creating a comfortable and appropriate environment for all shows, including background music, foyer layout, and ensuring Customer Service Assistants are prepared for their shift.
- Supervise customer service assistants and ensure that they are motivated and confident in their roles.
- Ensure that staff are in correct uniform, escalating any repeat issues to the Front of House Manager.
- Ensure that communication within and beyond the department is clear, accurate, and timely.
- Provide show reports in an efficient manner, collating and communicating feedback appropriately.
- Provide excellent customer service, handling feedback and follow-up promptly or in consultation with others.
- Respond to customer complaints in person, escalating issues to managers as appropriate.
- Liaise with café, bar, box office, and front of house teams to ensure consistent briefings and communication.
- Monitor staffing attendance and ensure that fire management and security are adequately represented.
- Maintain a positive and welcoming presence throughout the venue.
- Use software packages including Microsoft Office, Spektrix, Artifax and Midas to manage operations, reports, and data collection.
- Promote and communicate Derby Theatre's values and culture to both internal and external customers.
- Ensure that the venue is kept clean and presentable at all times.
- Identify, plan for, and communicate all access requirements during the shift, ensuring that the venue is as accessible as possible.
- Handle cash, conduct float checks (for café, bar, and sales tills), and reconcile income in line with company procedures.
- Identify and report risks to managers, such as health and safety concerns and reputational risks.
- Undertake any other reasonable duties as required.

General Accountabilities:

- Keep up to date with developments in the industry as they relate to the role, and contribute to the overall development of the department and organisation.
- Take an active role in the team and staff, attending team, departmental or cross-organisation meetings as required.
- Ensure that Derby Theatre's policies, procedures and values are observed in every area of the department's work and that General Data Protection Regulations are adhered to.
- Contribute to the development of departmental policies and practices.
- Act in the best interests of Derby Theatre, always protecting intellectual property and confidential information.
- Work in a flexible manner to effectively deliver the role and in line with the objectives of the company, including the Learning Theatre model, Equality and Diversity, and Sustainability.

Person Specification – Essential Criteria:

Experience:
- Demonstrable experience as a supervisor or duty manager or clear examples of supervisory skills in a public venue.
- Experience of working in a fast-paced, high-standard customer-facing environment.
- Experience of cash handling and reconciliation.
- Experience of working in a bar or café environment, or willingness to learn.
- Experience or interest in working in a theatre setting or arts and culture venue.
- Experience in management of stock and/or retail merchandise.

Skills, Knowledge and Abilities:
- Good English, Maths and verbal communication skills.
- Excellent customer service skills and the ability to lead by example.
- Good standard of computer literacy.
- Familiarity with EPOS systems.
- Knowledge of access, disability, and health and safety.

Business Requirements:
- Completed DBS check.
- Availability to work 30 hours per week, 4 days over 7, with usual shifts being 16.30–23.30 / 9.00–16.30 / 8.00–15.30.

At Derby Theatre, we are a charity and a National Portfolio organisation for Arts Council England, known for artistic excellence and commitment to education. We work in partnership with the University of Derby and are a home for higher education students. We produce new plays and projects, collaborate with artists and local people, and offer training for young people and learners of all ages.

Please refer to the job description for Derby Theatre benefits. Please note benefits from University of Derby do not apply.

A DBS check will be required for the successful candidate. The Theatre is unable to sponsor the employment of international workers under the Skilled Worker route for this role.