Duty Manager (Casual)

About the Role

Love live events, great customer service and leading a team?

We're looking for a confident and enthusiastic Casual Duty Manager to join us at The Core at Corby Cube.

You'll be at the heart of our performances and events, leading our front-of-house team, welcoming audiences and visiting companies, and making sure everything runs safely and smoothly.

If you're a great communicator, calm under pressure and enjoy creating brilliant experiences for people, we'd love to hear from you!

Job Opportunity

Job Purpose

• To provide a high standard of customer service and hospitality to all audiences, participants, clients, visiting companies and visitors to The Core at Corby Cube.
• To take responsibility for the effective day-to-day operation of the building during performances, events, workshops and other activities, ensuring the safety, comfort and enjoyment of all customers and staff.
• To lead and supervise Customer Service Assistants and Volunteers during individual shifts, ensuring the team is appropriately briefed, deployed and supported.
• To act as the main operational point of contact during performances and events, working closely with visiting companies, technical teams and other colleagues to ensure the successful delivery of each event.
• To support the Front of House Manager in maintaining high standards of customer experience, safety, accessibility and operational delivery across The Core.

Key Task Areas

1. To oversee the front of house operation during performances, events, workshops and hires, ensuring customers receive a welcoming, safe and high-quality experience from arrival to departure.
2. To brief, deploy and supervise Customer Service Assistants and Volunteers during shifts, providing guidance and support and reporting any performance or training concerns to the Front of House Manager.
3. To act as the front of house contact for visiting companies, hirers and event organisers during events, ensuring their agreed requirements are met and any issues are communicated appropriately.
4. To complete required pre-event, during-event and post-event checks, ensuring front of house areas are safe, clean, welcoming and appropriately prepared.
5. To take responsibility for the safety of customers, staff and visitors during events, following health and safety, fire, emergency and safeguarding procedures and acting as a Fire Marshal or First Aider when required.
6. To respond appropriately to customer enquiries, complaints and incidents and ensure customers with access requirements receive appropriate support.
7. To support the effective operation of bars, merchandise and other customer-facing services, including appropriate cash handling, stock presentation and event-related income procedures.
8. To manage accidents, incidents, emergencies and other operational issues during events, completing appropriate reports and escalating significant matters to the Front of House Manager or relevant department.
9. To complete accurate show and event reports and provide clear handovers, including audience numbers, incidents, customer feedback, staffing issues and operational concerns.
10. To attend relevant briefings, meetings and training and communicate important operational information to Customer Service Assistants and Volunteers.
11. To support the appropriate opening and closing of the theatre and ensure front of house areas are secure at the end of the event.
12. To undertake other reasonable duties requested by the Front of House Manager or Commercial and Customer Experience Senior, commensurate with the level of responsibility of the role.

Working Pattern

Evening, weekend and bank holiday work will be required as part of the working week, reflecting the performance, events and activity programme at The Core.

Essential Skills

Essential:

Experience

• Experience of working in a busy customer-facing environment.
• Experience of supervising or leading a team of customer service staff or volunteers.
• Experience of working in a theatre, arts, entertainment, hospitality or similar event environment.
• Experience of dealing confidently with customers, including handling complaints and challenging situations.
• Experience of working evenings, weekends and other varied shifts.

Knowledge/Qualifications

• Good understanding of health and safety and emergency procedures within a public-facing environment.
• Good understanding of customer service and front of house operations.
• Awareness of safeguarding responsibilities.
• Understanding of accessibility and inclusive customer service.
• First Aid qualification or willingness to undertake training.*

Skills/Abilities

• Excellent communication and interpersonal skills.
• Strong o

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