We are Wales Millennium Centre - Fire for the Imagination
Role Title: Customer operations manager
Salary: £29,718 - £31,284
Hours of Work: 35 hours per week
Type of Contract : Permanent annualised
Closing Date: May 1st
Interview Date: 7th / 8th May
WMC is a home for the arts in Wales, and a cauldron of creativity for the nation. We fire imaginations by curating world-class, critically acclaimed touring productions, from musical theatre and comedy to dance, cabaret and an international festival. We kindle emerging talents with fresh, provocative, and popular pieces of our own, rooted in Welsh culture. And we ignite a passion for the arts in young people with life-changing learning experiences and chances to shine in the spotlight.
About WMC/Our Department:
The customer operations team have an exciting new role for an experienced manager to join our team as a customer operations manager.
The team have just completed our most exciting year to date, launching a world leading Gala dinner for our 20th anniversary, alongside celebrating the first birthday of our brand new Ffrwnais space. As we enter our 21st year, we have exciting plans which include launching a brand new retail store and developing an outdoor venue that will be the hub of Cardiff bay in the summer of 2025.
About the Role and Responsibilities:
Our Customer Operations Managers are the heart of our operational activity, leading and inspiring our customer operations teams to create a world leading experience across all elements of the venue.
We currently have 2 vacancies, one English speaking and another role where it is essential to be bilingual in Welsh.
As a Customer Operations Manager you will take full line management responsibility of our team of both contracted and casual Duty Managers and Hospitality supervisors, who will in turn drive forward our operational teams to deliver world leading service, firing the imaginations of those who walk through our doors. Operational teams consist of permanent and casual hospitality staff, casual Customer Assistants and our volunteer ushers.
You will be responsible for the day-to-day management of the organisation responding to incidents, complaints and business demands as and when needed, ensuring high standards are always a priority on site.
Your role may be subject to a DBS check
Key Requirements:
-Demonstrable experience of leading, motivating and effectively managing large operations teams in a live theatre / venue. This includes customer service, hospitality and volunteering.
-Experience in running an entire venue being responsible for the safety of all visitors and staff.
-Experience in high standards of compliance across resource and shift allocation, health and safety, food hygiene and licensing
-Demonstrable experience of managing in a crisis, for example building wide evacuations and other complex events such as show stoppages and emergency situations.
-Demonstrable experience of proactively managing stock and cash management, working with supplier to ensure timely and accurate deliveries
-You will be required to work across the hours of 07:00- 00:00 on both weekdays and weekends on a shift basis.
What’s in it for you?
- 25 days of annual leave plus bank holiday, based on a 35-hour week, pro rata for part time.
- Enhanced pension scheme
- Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service)
- Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic and acupuncture treatments.
- Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions
- Employee assistance programmes which include access to support services for legal, financial, and family concerns
- Life assurance of 4x annual salary.
- Opportunity to apply for tickets to productions
- CLWB – Our employee social group
- NEWID – our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
- Free access to learn Welsh online
- £5 all-day parking available on working and non-working days.
At Wales Millennium Centre, our commitment to diversity and inclusion goes beyond words; it is a fundamental aspect that guides our actions. Adhering to the principles outlined in Section 158 of the Equality Act 2010, we actively embrace positive action in our recruitment and selection processes. Recognising the underrepresentation of specific groups, particularly individuals with disabilities, and those from Black, Asian, and ethnically diverse backgrounds, within our workforce, we have implemented proactive measures to address this disparity.
Through our positive action approach, applicants of our advertised roles from these underrepresented groups, meeting the minimum criteria detailed in the role profile, will be shortlisted for interview selection. Our commitment extends beyond meeting legal obligations; we aspire to cultivate a workplace that authentically embraces the rich diversity of our global society.