Job Advert
We are recruiting for 2 Venue Supervisor to join our Customer Services department on variable hours contracts including working hours on weekends and evenings.
This is a key customer focussed role for MAC and is key to visitors’ experience and to the perception of the organisation.
Job Purpose:
To support the Duty Management tem in the safe and efficient operation of MAC, championing customer service and experience across the venue. To oversee the smooth and safe delivery of MAC’s Artistic Programme, daily operations and Commercial Hire bookings, and to act as the point of conctact for artists and Commercial Hire clients to ensure their events are delivered to and exceed expectations.
Key Responsibilities
Event Management
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To be the “face of MAC” for Commercial Hire clients, taking responsibility for the successful delivery of their events and making their experience at MAC a memorable one.
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Respond proactively and professionally to commercial hire clients, recognising that they have chosen to host their event at MAC and their needs will be notably different to direct MAC visitors,
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Greet commercial hire clients (and potentially their delegates) on arrival, take them to their event spaces,
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Share all Health and Safety and housekeeping arrangements with commercial hire clients and confirm all their requirements for the day/performance, checking in regularly throughout their visit, actioning any requests or troubleshooting issues,
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Plan the tasks and timings for the day/following day, discuss these with key delivery colleagues and where necessary, delegate tasks appropriately to ensure their completion,
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Ensure you have a working knowledge of MAC’s AV systems in each hireable space, preparing them for commercial hires clients and troubleshooting issues as they arise,
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Ensure you have a detailed understanding of MAC’s commercial hire offering and Best Practice Guidelines to enable you to work with the CSA team to ensure spaces, technical and catering requests have been set-up correctly and in line with the artist/clients’ requests. This will involve manual handling of furniture and other resources.
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Ensure you have a detailed understanding of MAC’s Event Catering menu including specifics around allergens and presentation and to ensure catering is prepared and served to commercial hire clients as per their booking and to a high standard
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Ensure any additions or variations to a booking or performance (especially where charges should be incurred) are confirmed with a client and communicated to the Commercial Hires team to invoice or discuss with a client accordingly.
Performance Venue Management
To work alongside the technical team to ensure the smooth running of all front of house elements of MAC’s artistic programme. You will:
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Liaise with visiting companies, artists, and hirers and pass on all relevant information to the CSA team and technicians to ensure the correct delivery of all shows in accordance with MAC’s policies and needs of the artists,
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Work with the CSA team to ensure that pre-show safety checks are carried out correctly, that audience tickets are scanned correctly and resolve any audience related issues before providing Front of House Clearance for all performances and screenings.
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Ensure all performances start in a prompt and timely manner, whilst following MAC’s procedures in respect of postponements and/or cancellations.
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Work with the Catering team to ensure Catering prepared or delivered to artists (riders) is as per their booking/requests, well presented and in line with Best practice Guidelines.
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Use Spektrix/ticketing system to monitor audience attendance and ensure any audience accessibility requirements are fully prepared,
Customer Service
To Champion excellent customer service across MAC’s activities, leading by example and supporting colleagues to improve their service delivery: You will:
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Be well-presented and professional, recognising that not only do you represent MAC, but by extension, the artists, theatre companies and organisations whose events we are hosting,
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Ensure that the building looks smart and professional at all times, and correct any shortfalls as a matter of priority,
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Handle minor queries or complaints in a professional, timely and courteous manner, escalating to the Duty Management team when necessary, ensuring these are recorded in the appropriate system,
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Use MAC’s reporting system to record post-event feedback to highlight areas where delivery has failed to meet expectations to enable improvements to be made.
Staff Supervision
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To develop strong working relationships across the organisation, working with the Duty Manager to co-ordinate the work of Customer Service colleagues, including those in other departments, to ensure art and commercial events are delivered on plan and that the venue operates safely and efficiently.
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To support the Duty Manager in the day to day management of the Customer Services team, and, where required, provide cover for CSA duties.
Building Security/Health and Safety
To support the Duty Manager in the day-to-day operation of the building. You will:
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Safely and securely open and close the building, carrying out all safety and security checks in order that MAC is ready to welcome visitors and completing the closure checks at the end of the day.
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Ensure the delivery of MAC’s venue bookings and arts programme is set-up and delivered in accordance with health, food hygiene and safety standards and in accordance with MAC’s Premises Licence.
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Play an active role in building evacuations, acting as the “Fire Panel Warden” and support the Duty Manager in the swift and safe evacuation of staff and visitors.
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Keep furniture and equipment storage areas neat, tidy and well stocked so that equipment is easily and safely accessible for set-ups and stock levels can be easily monitored.
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Report any damaged furniture or equipment in order that it can be repaired or replaced.
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Take responsibility for the linen stock levels, overseeing the neat, accurate and timely exchanges of linen with the supplier, pre-empting any needs to fluctuate stock levels and arranging this with the supplier to ensure linen stocks are always sufficient for events
Other duties
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Support issuing and returns of MAC access cards
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Assist other teams where necessary and maintain good working relationships across all MAC teams.
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Fulfil all CSA duties, providing support for busy periods.
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undertake such training as may from time to time be appropriate to the post.
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be a full team member within the department and contribute to the life of the organisation as a whole.
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to develop a knowledge and understanding of the work of departmental colleagues to ensure flexibility and maximum effectiveness.
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Implement MAC’s Environmental policy and consider how this role can contribute to MAC’s sustainability goals
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Further promote and ensure the implementation of the equal opportunities, diversity, safeguarding and health & safety policies of MAC.
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Any other duties which may reasonably be required to support cross-organisational needs
Person Specification
Core
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Level 2 or above qualification in any subject.
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First Aid at Work – will be provided if not already held.
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Supervisory experience in a customer facing role or venue
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Experience in briefing and motivating mixed teams of staff
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Experience of working under pressure, to tight deadlines and producing accurate results
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Manual Handling experience and ability to move heavy furniture (with aids)
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Good working knowledge of Microsoft packages particularly Excel, Word and Outlook to support the administrative responsibilities of this role
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Excellent people and communication skills able to adapt their style to the type of customer and query presented (i.e. general public, arts users or commercial hire clients)
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Exceptionally organized, demonstrating meticulous attention to logistical planning and robust back-of-house management capabilities
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Dedication to fostering diversity and representation, with a demonstrable ability to work with people from a wide variety of backgrounds and age
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Availability to work unsociable hours.
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High dress and appearance standards
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Excellent time keeping.
Desirable
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Knowledge of Health and Safety and Fire Regulations,
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Experience using ticketing, event management or any other CRM software,
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Experience working in or with a catering team, Understanding of food allergens
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Knowledge and enthusiasm for the arts
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Awareness of Premises Licence operating restrictions
Equal Opportunities & Diversity
All staff are expected to further, promote, and ensure the implementation of, the equal opportunities and diversity policies of MAC.
We are committed to creating an inclusive environment where individuals of all backgrounds, identities, and abilities feel valued, respected, and empowered to contribute their best work. We are also committed to ensuring our people are a reflection of the communities we serve. We ensure that our recruitment and promotion processes are fair and open to all.
Note
This job description outlines the principal responsibilities and duties of the post holder. It is not meant to be, nor is it, an exhaustive list of specific responsibilities and duties. The post holder will be expected to undertake any other duties which could reasonably be expected as being within the remit of the post and which arise out of changes in legislation, regulations, orders, rules and working practices, methods and procedures and reviews, as directed from time to time.
Whilst we recognise the development of AI in the modern workplace, we would encourage you to take the time to complete your application without the use of AI; no generative AI tool can create the personal touch that you can inject into your own application.
How to Apply
To apply for this post please follow the link below to our Hireful application system and follow the application process, ensuring you answer all questions.
Deadline
Applications can be received at any time until 9am on Monday 27th July
Late applications will not be considered.
Please be aware that we may close this vacancy before the stated deadline if we receive a high number of applications. We strongly advise you to submit your application as early as possible.
Short-listing
Shortlisted candidates will be informed at the latest by the end of day on Friday 31st July.
Interviews
Interviews will be held Thursday 6th August.
