Customer Experience & Operations Executive
Little Kingdom | Kingsway Shopping Centre, Newport
Part Time Role | Contracted hours | Weekend & event availability required
Little Kingdom is a premium family leisure destination within Kingsway Shopping Centre. The venue has been designed to deliver a high-quality, well-managed experience for families, schools, and organised events — not a casual soft-play operation. We are now seeking Customer Experience & Operations Executives to play a key role in maintaining service standards, supporting daily operations, and ensuring the venue consistently operates at a professional level. This is a responsibility-led role suited to individuals who take pride in ownership, standards, and customer outcomes.
Why This Role Is Different
This is not a “floor assistant” position. You will be trusted with:
- Representing the business on shift
- Handling customer issues and complaints end-to-end
- Supporting events and group bookings
- Maintaining presentation, cleanliness, and safety standards
- Completing operational and administrative records accurately
- Supporting service delivery across Little Kingdom and Café Utopia
- You will be expected to think, act, and communicate professionally.
Your Role in Practice
On a typical shift, you will:
- Act as a visible, composed point of contact for customers and families
- Resolve issues calmly and confidently, escalating where appropriate
- Support event delivery, bookings, and peak-time operations
- Maintain high standards of cleanliness, safety, and facilities presentation
- Undertake and oversee routine cleaning and facilities tasks as part of operational ownership
- Complete shift reports, incident logs, and operational records
- Support members by modelling the right behaviours and standards
- Provide operational support with food and coffee orders at Café Utopia during busy periods or planned cover
- This role suits individuals who are comfortable balancing customer service, operations, and standards in a live environment.
Who This Role Is For
- We are looking for individuals who:
- Have experience in retail, hospitality, leisure, or customer-focused operational roles
- Are confident handling customer complaints and difficult conversations
- Take pride in presentation, cleanliness, and how a venue operates
- Are organised, reliable, and administratively competent
- Can work independently and make sound decisions on shift
- Want a role with structure, trust, and accountability
- Barista trained and Café experience preferred
- This role is not suitable for first-time job seekers or those looking for casual, short-term work.
What You’ll Gain
- Salaried structure with contracted hours
- A professional working environment with clear standards
- Trust and autonomy once trained
- Exposure to operations, events, and customer experience management
- Development opportunities within the wider Boyce Group
- Stability within a growing leisure and hospitality operation
- Additional Information
- An enhanced DBS check will be required
- Weekend and peak-period availability is essential
- Candidates must be comfortable working in busy, public-facing environments
Job Type: Part-time
Pay: Up to £28,000.00 per year
Benefits:
Application question(s):
- Are you able to work weekends & school holidays?
Experience:
- Customer service: 3 years (preferred)
Work Location: In person
