Assistant Visitor Experience Manager

Warwick Arts Centre is looking for an experienced, passionate, inclusive, and collaborative, Assistant Visitor Experience Manager to join the team. We believe that the arts are an extraordinary source of wisdom, support, connection, understanding, joy, and inspiration for every one of us. It’s our job to bring art into more people’s lives and our Assistant Visitor Experience Managers are integral to helping us reach, and connect with, more people in new ways.You will be an active member of the Visitor Experience team, responsible for maintaining our high standards of service to all visitors. You will manage a successful mix of live performances, hires, cinema, visual art, conference events and activity across Warwick Arts Centre venues for events both onsite and offsite. This role would suit a positive, pro-active individual with previous experience in Arts event management, and a passion for creating memorable experiences.We are committed to creating an environment where everyone feels they belong, a place of fairness and equity and to be an organisation that reflects the diversity of its city. If this sounds like somewhere you would like to work, we would like to hear from you.This is a 1 year fixed term maternity cover role.**This position has an expected start date of 16th September 2024**Our commitment to inclusionWarwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse, and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social, and cultural barriers that may otherwise prevent people from succeeding. We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. Legal ResponsibilitiesTo deputise for the Licensee ensuring compliance with all relevant national and local licensing authorities, and legislation relevant to public buildings and places of entertainment and employmentHouse Management duties for daytime and evening performances and events including weekends and Bank HolidaysCompliance with Health and Safety legislation, including ensuring all emergency and evacuation procedures, training records and venue checking procedures are current and up to dateCompliance with Safeguarding legislation and other related public building/entertainment legislations, including ensuring training records are current and up to dateTo complete risk assessments for all front of house areas and activities and review annuallyTo sit on the Arts Centre Health and Safety CommitteeTo act in accordance with the following: Theatres Act, Data Protection Act, Health and Safety at Work Act, Disability Discrimination Act and University policy, and to maintain the security of the Box Office ticketing system regarding the confidentiality of the personal data and financial information to which staff have accessHouse Management DutiesDuty Management support to include responsibility for the Front of House Office and all Duty Management administration, stationery, and equipmentTo assist with the Visitor Experience and contribute to identifying and providing the best possible customer journey and experience whilst co-ordinating and delivering the visitor experience.To assist with ensuring that Warwick Arts Centre is presented to visitors in accordance with the brand and quality standards at all times, owning and delivering professional standards across all spaces at all times.To respond to visitor feedback in a timely, professional manner, including conducting internal investigations to ensure a comprehensive response is providedTo assist with maintaining the very high standards of customer service and appearance required in the Front of House areas, including regular liaison with the Marketing, Catering, Conferences, Estates, and other internal departments of the UniversityControl of income from sales for programmes, merchandise, and confectionery sales and responsibility for monitoring associated budgetsResponsibility for generating income from ancillary sales to include stock control and ordering, liaison with suppliers, recruitment and management of sales staff and development of sales strategiesPortfolio responsibility for all aspects of hiring of Arts Centre venues and facilitiesResponsibility for liaison with the University of Warwick regarding all aspects of university events including the Vice-Chancellor’s addresses, Graduation, Welcome Week etc.Liaison with relevant personnel regarding the day-to-day function of the foyer information systemSupport the development and implementation of WAC policies and proceduresManagement and PersonnelDay to day organisation and supervision of Stewards/Volunteers. To include:a. Scheduling and maintaining Stewards/volunteers’ rotas, to always ensure full coverb. Recruitment and training of Stewards to include compiling and producing Stewards’ Handbook, briefing sheets, and keeping up to date training recordsc. Processing stewards’ wages, holiday pay, and administration of tax records and work permits in consultation with the University personnel/payroll officesd. Maintaining full up-to-date records and producing relevant mailingse. Organisation of Head Stewards’ and Ices Stewards’ meetings, minuting and distribution of minutesf. Coordinating Stewards’ social eventsg. Responsibility for effective communication with stewards, including production of stewards’ newsletterDay to day supervision of the Box Office staff, to ensure full and efficient sales cover. A good working knowledge of the computerised Box Office system desirable, however, full training will be provided.Scheduling and supervision of staff and volunteers as required including arranging their rota and holiday / sickness coverLiaison with Volunteer Co-ordinator to ensure volunteers are trained and committed to Visitor Experience strategies and contribute to future visionsEvent ManagementAssisting the Visitor Experience Manager with the smooth administration of all performances, talks, receptions, sponsored events, corporate events, etc. including PRS returns, signed performances and audio-described performances etc. – to include liaison with artistic companiesDay-to-day responsibility for Arts Centre, to include dealing with visitors and staff quickly and efficiently to troubleshoot and resolve any situation(s) that may ariseTo liaise with internal and University departments to ensure excellent event management for clients/artists is delivered consistentlyAdministrative and other duties relating to operational aspects of the Arts Centre as required by the Visitor Experience Manager, to include some small project managementGeneralTo be a competent IT user able to use and quickly learn different systems and packages including excel, word, ticketing system, artifax, kinetic and any other IT systems as the business requiresTo drive vehicles as appropriate, subject to complying with the conditions of the University's motor insurance policy.To understand, adhere to and promote University of Warwick and Warwick Arts Centre policies and procedures.To work as required unsociable hours including overnight, weekends, customary and statutory days.To be an ambassador for WAC, it’s vision and mission, and to provide excellent customer experience to all staff, ‘users’ and visitors.To lead by example and identify and promote best practice and to undertake any training as required by the post.To be a proactive, positive, and flexible member of the team supporting Warwick Arts Centre meet its objectives and vision.Essential and Desirable CriteriaEssentialEducated to GCSE or equivalent level or to have a demonstrable level of similar qualification or equivalent experienceExperience of working in the Arts or related field with an interest in the Arts and Events ManagementCommitment to and willingness in working unsociable hours; including regular evenings, weekends, and bank holidays with a flexible attitude and proactive approach to workExperience of supervising, leading, and motivating all employees and volunteersAbility to work unsupervised and use own initiative as well as being an effective team memberAbility to take charge of the public in an emergency and a diplomatic, calm, and positive approach to dealing with difficult situationsProven experience and commitment to delivering excellent standards of customer serviceExcellent organisational skills and proven ability to prioritise busy workload with close attention to detail and the ability to meet tight deadlines, including leading small project workExcellent IT skills, including all MS Office applications and the ability to learn industry software quicklyExcellent communication skills with good written and arithmetical skillsUnderstanding of current Health & Safety, Safeguarding, and other legislations relating to places of entertainment and public buildingsDesirableExperience with EPOS systems and management of ancillary salesFirst Aid qualificationCustomer Service qualification campaignsPossession of a full, clean, UK drivers licence