Job Description

We adopt a 'name blind' approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.

Organisation

Kirklees

Directorate

Public Health and Corporate Resources

Service Area

Culture & Visitor Economy

Hours

37

Number of Jobs

1

Location(s)

Across Kirklees

Position type

Permanent

Grade

Grade 9

Salary

34,434- 37,280

Are you passionate about delivering exceptional customer experiences and building meaningful engagement with communities? Do you thrive in a dynamic, multi-purpose venue environment? If so, we'd love to hear from you.

We're looking for an experienced, energetic and passionate Customer Experience and Engagement Manager to join our venues team. You will have a passion for working with people and have a proven track record of improving customer journeys. You'll play a key role in shaping customer experience, maintaining brand standards, and ensuring our venues are welcoming, inclusive and responsive to the needs of both internal and external users.


Our Town Halls are at the heart of civic, cultural, and commercial life, supporting the Council's daily business and wider strategic goals.


This role sits within Corporate Strategy, Commissioning and Public Health, and offers the opportunity to make a real impact in how our venues connect with the people of Kirklees.

Key Responsibilities

Champion outstanding customer service across all touchpoints and devise strategies to encourage visitors to our venues. Lead initiatives such as the Town Halls Membership Scheme, VIP scheme, and Mystery Shopper programme. Lead on the modernisation of booking systems and processes. Lead on customer training for front line services. Analyse customer feedback and provide actionable insights to internal teams. Monitor Net Promoter Scores (NPS) and post-show feedback to inform service improvements. Ensure brand consistency and operational excellence through regular audits. Manage the Pay It Forward Fund and develop donation channels. Oversee complaints handling and ticketing system support. Collaborate on website content, event listings, and promotional materials. Support audience development through email campaigns, social media, and community outreach. Attend selected events to capture promotional content and ensure service standards. Work with other services from the wider team within venues to help create a holistic customer experience vision.

We're seeking someone who:

Has a strong background in customer experience and engagement. Is confident working with data and feedback to drive improvements. Can lead and inspire teams to deliver high-quality service. Is creative, organised, and passionate about community impact. Enjoys working collaboratively across departments and with external partners.

Sarah Mason-Dixon

is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information.

We know there's a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or please contact the Recruitment Team for help by email:

jobs@kirklees.gov.uk

or phone: 01484 221000 and ask for 'Recruitment'.
We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.

Closing date

23 November 2025, 11:55 PM