Mainly based at Contact but may be required to work at other venues as required. Customer Service Manager/Assistant Customer Service Manager

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1 TITLE: RELATED CORE AMBITIONS: MAIN LOCATION: RESPONSIBLE TO: Front of House Bar Team Member Vital to the Creative Economy Mainly based at Contact but may be required to work at other venues as required Customer Service Manager/Assistant Customer Service Manager WORKS WITH: STATUS: Customer Service Team Fixed term part time contract OPENING TIMES: The hours detailed below are contracted bar hours which mainly run until 9pm from Monday to Friday. Contact is usually open between the hours of 10am 11pm during the week. Saturday shifts are usually between the hours of 3pm until midnight on performance nights. When the Lounge has extended opening hours, shifts maybe until 2am or 4am where there is a club night or late night event. Clean up and lock down will mean the shift will end at least 30 minutes after last orders. Should you be available to take on more hours, there will be the opportunity to work evenings/weekends on the bar or as a Host, both on a casual zero-hours basis. Contact, Oxford Road, Manchester, M15 6JA. Registered Charity No of 5

2 WORKING PATTERNS: Monday Wednesday 10am 3pm (15 hours per week) Monday Wednesday 12pm 6pm/ 9pm on show nights (18 + hours per week) Thursday and Friday 10am 3pm (10 hours per week) Thursday and Friday 12pm 6pm/ 9pm on show nights or busy periods (12 + hours per week) Days of shifts can be negotiated in interview. Merging days will also be applicable to allow more hours. You will have the option to take up more hours on a casual basis which will include bar shifts and usher shifts. For all Front of House; Occasional Sunday and offsite event working maybe required. Minimum shift will usually be 3 hours but shorter calls will happen on occasion. Shifts can vary in time of day and duration. Holiday entitlement is applied to this post and is calculated on hours worked. The post is paid for hours worked. Our vision is a world where young people are empowered by creativity to become leaders in both the arts and their communities. Contact is a dynamic charity based in Manchester with young people at the heart of everything we do. We work locally, nationally, and internationally to provide life changing opportunities for the next generation of creative leaders, artists, and audiences. We redefine theatre for the 21 st Century, presenting and producing a diverse artistic programme in our building, surprising places, and virtual spaces. Contact, Oxford Road, Manchester, M15 6JA. Registered Charity No of 5

3 Staff will be expected to work within our core values: A young people centred approach to decision making Artistic excellence, integrity and creative risk taking Respect for diversity of cultures, creativity, and understanding within and between communities Development of new artists, audiences and practitioners reaching under served and excluded young people who may not have connected to theatre or the arts. Serving customers whilst providing excellent customer service during our peak times. These times include morning, lunchtime and evening service before a show. Prepare or serve hot or cold beverages, such as coffee, espresso drinks, teas, soft drinks and a wide range of alcoholic beverages. Taking orders for Samosa Shack during lunchtime and communicating with Samosa Shack throughout the shift. Cleaning tables, collecting dishes and restocking products throughout the bar shift. Maintaining the highest levels of cleanliness and hygiene for the whole Contact Lounge and foyer areas at all times. This includes collecting glasses, dishes and completing cleanliness checks. Processing transactions through EPOS, which includes PDQ transactions, apple pay and accounts. Deliver catering for high scale catering events. This includes setting up spaces for events and preparing the catering for the event. Build a working knowledge of our products and performance offers in order to respond to customer enquiries. Maintaining an excellent, professional and friendly relationship with customers, clients and colleagues. Stock management throughout the day and ability to undertake small stock checks. To carry out activities in accordance with Contact s Policies and Procedures including those around cash-handling and stock checks. Complete Daily Folder checks, which include measuring waste and passing information onto the other Front of House Bar Team members in a handover. Contact, Oxford Road, Manchester, M15 6JA. Registered Charity No of 5

4 Play a central role in ensuring that everyone who comes through Contact s doors has a memorable, exciting and safe experience. Maintain a clean, tidy, safe and healthy working environment at all times, checking Health and Safety regulations are observed at all times. Ensure accuracy in cash handling using Contact s systems and procedures. Be an advocate for Contact, taking an interest in all activities and sharing with the public. Fully understanding and carry out emergency and evacuation procedures in the event of fire or any other emergency. Be punctual for shifts and be able to help at short notice. Present self and communicate in a professional manner at all times. Carry out activities in line with Health and Safety and licensing legislation at all times. Welcoming audience members and collecting tickets. Answering questions about the theatre, for example: show times, intervals, Contact s facilities. Selling programmes, merchandise as and when required. Asking for feedback from audience members as they leave the performance spaces. Checking public areas for lost property / damage / hazards after performances; tidying the auditoriums and public areas after performances. Remaining in the auditorium during performances to check there are no problems or risks to public Health and Safety (smoking, disruptive audience members, prohibited use of recording equipment). Fully understanding and carrying out emergency and evacuation procedures in the event of fire or any other emergency. Ensuring Health and Safety regulations are maintained at all times in all public areas of the theatre. Contact, Oxford Road, Manchester, M15 6JA. Registered Charity No of 5

5 Relevant experience of hospitality or customer service work. Possesses excellent customer service skills and a good sense of humour even under pressure. Ability to engage confidently with a wide range of people. Confident in handling money and stock. Confident in working in a fast-paced environment. Ability to problem-solve and think quickly on feet in changing circumstances. Ability to work well in a team and individually. Ability to both take instruction and use own initiative. Interest in Contact and the arts in general. An enthusiasm for working in a richly diverse environment. Excellent attention to detail. Contact, Oxford Road, Manchester, M15 6JA. Registered Charity No of 5