Job Description

Employer:

Wyre Council

Salary:

35,235 - 37,938

Location:

Marine Hall, Fleetwood

Contract:

Permanent

Working Pattern:

Full Time

Hours:

37 hours per week.

DBS Check:

No

Closing Date:

03/08/2025 at 23:59

Reference:

T&C/25/318388

Customer Operations Manager

Location:

Marine Hall, Fleetwood

Service:

Theatres

Salary:

Grade 8 35,235 - 37,938

About Us:

Marine Hall is a vibrant and dynamic venue dedicated to delivering exceptional experiences for our audiences and customers. The venue is a major part of the Fleetwood Waterfront Leisure Masterplan and continue to play an integral part in the lives of people in Fleetwood and the wider Wyre community. With plans to develop a second performance space at the venue, there couldn't be a more exciting time to join the team. To help deliver these plans, we are seeking a motivated and experienced Customer Operations Manager to join our small but dedicated team and lead our front of house operations.

Job Purpose:

As the Customer Operations Manager, you will be responsible for ensuring the highest standards of customer care and front of house management at Marine Hall. You will lead the hospitality, agency, volunteer and housekeeping teams to deliver an efficient and commercially savvy operation. Your role will include promoting, pricing, and coordinating events, supporting the box office, and ensuring efficient stock management and administration.

Key Responsibilities:

Supervise and organise the team and staffing levels to meet operational requirements. Provide regular Duty Management cover for shows and events. Develop and supervise direct reports, ensuring clear objectives and progress. Manage external catering and event bar arrangements. Support the General Manager in delivering the venue service plan. Develop the programme of activities and shows within the venue. Conduct regular drills and ensure the safety and security of public areas for all shows. Promote the theatres and sell room/conference space, functions, dinners, parties, and weddings. Operate computer systems including EPOS, electronic booking, creditor payments, and goods/services ordering. Address customer complaints efficiently and promptly.

Qualifications:

Good level of literacy and numeracy (Essential) Appropriate management qualification (Desirable) Personal Licence Holder Certificate or willingness to obtain one (Desirable)

Skills:

Excellent interpersonal and communication skills (Essential) Understanding of performance management and staff development (Essential) Knowledge of bar and catering operations (Essential) Ability to produce reports and business plans (Essential) Understanding of theatre/venue operations (Desirable) Knowledge of health and safety legislation (Essential) Event management skills (Essential)

Experience:

Experience in a theatre front of house role, preferably as a manager (Desirable) Budgetary management and production of reports (Essential) Managing health and safety in public facing businesses (Essential) Managing events and bar/ catering functions (Essential) Working with event/show companies and organisations (Essential) Supervisory experience in a customer-facing service (Essential) Experience with computerised box office systems and databases (Desirable)

Additional Requirements:

Willingness to work unsociable hours, including evenings and weekends (Essential) Commitment to equal opportunities and appreciation of equalities issues (Essential) Regular and reliable service (Essential) Demonstrate behaviours that support our values (Essential)
The role includes weekend and evening work, with additional hours managed within annualised hours agreements.

How to Apply:

To apply online and for more information about this vacancy, please visit our web-site www.wyre.gov.uk

Closing date:

3 August 2025


Interviews in Fleetwood 12 August 2025


Work Location: In person