Head of Customer Experience - April 2022
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Head of Customer Experience April 2022 1
Welcome from the Executive Director and Executive Producer
Thank you for your interest in the Mercury in Colchester and the role of Head of Customer
Experience.
Now is an exciting time to be joining the Mercury. The theatre has a new spacious and modern
box office and café bar area, an increased number of seats in the auditorium and a range of
hireable meeting, workshop and activity spaces.
The Mercury will soon be launching our next new season of productions and a creative
engagement programme that creates high quality, relevant, inclusive and accessible opportunities
connecting communities with cultural activity.
The Mercury provides a social and safe space for multiple voices, giving people with different
backgrounds and experiences the opportunity to take part in our creative processes, start to
realise their own creative potential and, most importantly, connect.
We are looking for a dynamic, experienced and entrepreneurial Head of Customer Experience to
join our team. With a proven record of delivering excellent customer services and ability to lead a
commercially focused team, the Head of Customer Experience will lead the Mercury’s public
welcome.
The successful candidate will provide inspirational leadership to the Customer Experience team
and will be instrumental in the delivery of a first-class welcome to the Mercury.
In this pack you will find:
• Background information on the Mercury
• Job description and person specification
• Information about living in Colchester
• Information about how to apply
Further information about the Mercury can be found on www.mercurytheatre.co.uk.
We expect to make an appointment to this role by Summer 2022.
We recognise that these are challenging times for theatre, but we are committed to maintaining
and building our audience, delivering artistic excellence, and growing the Mercury’s reputation as
a launchpad for talent and innovation in the East of England and on tour across the UK.
We look forward to receiving your application.
Tracey Childs Steve Mannix
Executive Producer Executive Director
April 2022 2
Introduction
The Mercury Theatre, designed by Norman Downie, was opened on 10th May in 1972. Since its
foundation the Mercury has become one of the main centres of artistic excellence in the East of
England, having built a large and diverse audience for its critically acclaimed programme of
drama, musical theatre, family theatre and dance at home and on tour.
The Mercury reopened the new building in July 2021 it boasts a main theatre (529 seats), a studio
theatre (98 seats), full on-site workshop and wardrobe facilities, brand new rehearsal and creative
learning studios and a fully renovated café bar, box office and foyer. Before renovations began
the Mercury enjoyed an annual turnover of £3.9m, making it both a significant local employer and
a major driver of Colchester’s creative economy.
The theatre plays a key leadership and strategic role in the cultural life in Essex and the wider
geographical area of East Anglia. It is the only full-time producing venue in Essex and one of only
three in the eastern region.
Mission
The Mercury creates and shares stories that are exhilarating, revelatory and relevant. Through
the reinvention of classic texts and the creation of bold, new writing, we believe that the
transformative power of theatre can enrich the lives of our community.
The Mercury is a significant regional developer of new talent, working with a range of partners
across the arts, education and creative industries to deliver a studio programme and a learning,
participation and professional development programme aimed at nurturing the next generation of
theatre makers.
Everything we do is driven by our values of quality, innovation, diversity, and connection.
We are Colchester. We are for everyone.
Vision
Our vision is of the Mercury as a vibrant, welcoming artistic hub at the heart of the cultural life of
Colchester and Essex; a place where the diverse communities of the town and its surrounding
region can come together to experience exceptional live theatre and a rich programme of other
performing arts; a place where anyone, regardless of background, can get involved with our
creative processes and start to realise their own creative potential.
Our vision is of the Mercury as a strategically important
part of the national theatre ecology and the wider
creative sector, providing an important regional pipeline
for creative and technical talent and contributing to the
range and quality of middle-scale touring theatre, with
a particular focus on drama and work for children and
families.
April 2022 3
Mercury governance and staffing
The Mercury is a registered charity and a private limited company. As such, we are overseen by
a non-executive Board of Trustees which is chaired by Rob West and has 12 members.
Steve Mannix (Executive Director and Joint CEO) and Tracey Childs (Executive Producer and
Joint CEO) lead Team Mercury and we have a talented and dedicated team of around 71 full time
equivalent staff when the building is in full operation, and we employ numerous freelance artists,
practitioners and casual staff.
Customer Experience
In 2021/22 we welcomed more than 111,000 visitors through our doors to see a performance,
have coffee in the café bar or attend an activity.
Our main theatre seats up to 530 people. The auditorium is crescent shaped and features tiered
seating which gives a great view from all parts of the house. We have accessible viewing areas
on each side of the auditorium meaning we can seat up to six wheelchairs at each performance.
Our studio theatre seats up to 98 people in tiered seating and has room for two wheelchairs at
each show. The Mercury studio is home to new writing from emerging local artists and fresh new
talent, as well as more intimate touring productions and children’s shows. This adaptable space
can also be hired for parties, events and functions.
We strive to offer a warm friendly welcome to everyone – whether they are coming in to book
tickets, watch a show or visiting the town, our accessible café bar caters for all. We serve a wide
selection of cakes, pastries, snacks and light meals, alongside a range of teas, coffees, soft drinks
and alcoholic beverages – including our signature Mercury cocktail. Where possible, our
ingredients are sourced locally, our coffee is Fairtrade and our takeaway cups are recyclable.
We have recently launched a free Access for All scheme which allows customers to keep up to
date as well as ensuring audiences can book tickets and parking online and receive any discounts
available. Our revitalised Friends scheme has 5 levels of membership and a range of benefits.
One of the new ventures for the Mercury is the retail area in the box office focusing on books with a
local emphasis, either writer or subject, locally made contemporary craft, branded Mercury
merchandise and items related to shows.
Experience tickets is the Mercury’s bespoke ticket agency providing a personal box office service
for cultural organisations in Essex and the South East. Prior to the pandemic we processed more
than 150,00 ticket sales through Spektrix. The Head of Customer Experience will be instrumental
in working with the Operations Director to grow this commercial enterprise.
The Head of Customer Experience leads a team of 4 Customer Experience Supervisors, a multi-
skilled team of Customer Experience Assistants and newly appointed Kickstart trainees.
April 2022 4
Living in Colchester Boasting strong commuter links, a world class arts scene and charming old rustic pubs serving up gastro delights, the list of reasons to move to Colchester is endless. Renowned for being Britain's first city and former capital of Roman Britain, its rich h istory dates back over 2000 years and is ripe for exploring. Colchester Castle is one of the standout attractions as one of England’s most significant heritage sites. For a town steeped in so much history, it is surprisingly contemporary in its outlook, providing residents with all the amenities we’ve come to appreciate from modern living. Foodies will rejoice at the plethora of food options available - these range from budget dining to world class Michelin star restaurants - and shoppers are presented with a mixture niche independent shops neighbouring the usual big name retail giants. Colchester is home to an enviable range of attractions which provide a wide selection of things to do. Colchester Zoo is listed in the top 2 zoos in the UK and the 11th best globally. It is also home to many rare and endangered species and stages late-night meet and greets. Alongside the Mercury, there’s also the Firstsite art gallery, the Colchester Arts Centre and the new Curzon cinema. Colchester is surrounded by the green pastures of the picturesque Essex and Suffolk countryside, 135 square miles of coast and countryside. The idyllic villages of Wivenhoe and Dedham, famed as Constable country, are a short drive away, and you’re less than 25 minutes away from Mersea Island, a postcard perfect seaside resort with a world famous oyster bar. Situated in the north east of Essex, Colchester has a population of 195,000 and is extremely popular with commuters, because of its excellent train links to London Liverpool Street - only 50 minutes away. The A12 takes you straight into London and Stansted airport is only 30 miles away. It is perhaps stating the obvious but the cost of living in Colchester is substantially cheaper than London. Rent for a one-bedroom apartment is approximately 58% cheaper than the capital. With a balance of urban city lifestyle and a rural living, there are many reasons why Colchester is so desirable. For more information about our wonderful town check out https://www.visitcolchester.com April 2022 5
Job Description
Job Title Head of Customer Experience
Department Operations
Responsible to Operations Director
Responsible for Customer Experience Supervisors
Key working relationships Executive Director
Executive Producer
Deputy Executive Director
Head of Marketing and Communications
Production Manager
Head of Facilities
Finance Team
Creative Engagement team
Purpose of the post
The Head of Customer Experience is responsible for ensuring audiences, participants and visitors
receive a high-quality service in terms of welcome and safety and to actively seek ways to continually
develop, improve and enhance the customer experience in line with our commercial strategy.
They will ensure that box office, ancillary revenue and café bar sales are maximised for the benefit
of the Mercury and visiting producers. The role is also responsible for the fantastic and efficient
delivery of all hire bookings and Experience ticket bookings.
Main duties
To:
• manage the Customer Experience team to ensure the smooth running of our Front of
House operations, ensuring first class customer service in line with the Theatre’s values,
• lead front of house for performances and maximise other trading activities (e.g.
merchandise sales) including stock management. Directing the team to achieve income
targets,
• research and develop new sources of income in conjunction with the Operations Director,
• look to create innovative and creative sales opportunities whenever possible.
Responsibilities
Front of House management
To:
• lead and manage the Customer Experience Team to ensure the smooth running of our front
of house and trading operations ensuring high standards of customer care in line with the
Mercury’s values,
• be knowledgeable about all forthcoming productions, workshops, events and activities, and
will inspire enthusiasm about our events and offers in the Customer Experience team,
• ensure the Customer Experience team achieve high standards of customer service while
minimising wait and transaction times and increasing donation and upselling conversion
rates,
• lead the team in the successful delivery of all performances, events and hires at the
theatre,
• act as the duty manager on shift providing a management interface with the public,
• act as the principle point of contact for all customers including dealing with customer
feedback and complaints, including providing replies to social media feedback when
required by the marketing team, ensuring they are dealt with a polite, timely and efficient
manner,
• deliver all requirements for hires, ensuring stock and food and hygiene regulations are
followed and liaising with hirers to ensure first class customer service,
April 2022 6
• being responsible for all emergency procedures for both staff and the public including
providing first aid cover; and ensuring the security of the theatre,
• operationally manage trading and merchandise sales including, kiosk, ice creams and other
associated merchandise. Creating systems and procedures that are robust and enable
monitoring of sales and conversion rates against targets, leading the team to improve
performance.
Café bar
To:
• ensure the Customer Experience team achieve high standards of customer service while
minimising wait and transaction times and increasing donation and upselling conversion
rates,
• alongside the Head of Facilities ensure delivery of an effective and welcoming catering offer
to the highest standard of service,
• ensure stock levels for consumables are sourced, procured and delivered in a timely
fashion and within agreed budgets,
• sell drinks, merchandise and tickets as required, ensuring stock control protocols and
licensing regulations are followed.
Administration and finance
To:
• operate within budget, ensure reporting and monitoring,
• set targets for team and respond to ensure these are met,
• ensure the building is prepared and adequately resourced for events as listed in Artifax, our
internal space management system,
• recruit, train and develop a team of highly skilled multi-functional staff and operate the team
within agreed budget levels,
• develop a comprehensive training and review plan, to provide continuing professional
development for the Customer Experience team, ensuring that practice reflects the latest
trends and best practices in the industry,
• be knowledgeable in the use of Spektrix, ensuring best practice at all times especially with
customer data, setting up of events for the Mercury and Experience Tickets,
• assist with ensuring that all customer lists held on Spektrix are up to date and appropriately
tagged,
• ensuring that sales and audience data reports are created as required in a timely manner,
• in conjunction with the Deputy Executive Director and Operations Director update and
share the major incident plan,
• ensure compliance with Data Protection law and policies in the Customer Experience team.
Advocacy and client management
To:
• efficient operation and promotion of the Mercury membership scheme and all associated
processes, under guidance of Head of Development,
• manage clients for Experience Tickets, our external box office offer for third party clients,
• in partnership with the Head of Creative Engagement develop new partnerships with local
and regional organisations of disabled and elders to ensure the Mercury’s audience
development objectives are met.
Access and health and safety
To:
• be an active part of the health and safety committee and the inclusion action group,
• supervise the health and safety of staff, visitors, and members of the public in the public
areas of the theatre, including compliance with RIDDOR procedures under the guidance of
the Head of Facilities,
April 2022 7
• own, refresh and monitor the Security and Counter-Terrorism Risk Assessment and any
security measures required Front of House,
• form and manage an Access Focus Group made up of audience members with additional
needs,
• oversee and be responsible for the operation and development of access for disabled
audiences and users of the building.
General duties
To:
• manage time effectively, meeting deadlines as directed by the Operations Director,
• maintain an excellent working knowledge of the Mercury’s wider artistic programme,
including its Creative Engagement and talent development activities,
• participate actively as a member of the Operations team,
• liaise with the marketing department on audience development campaigns,
• attend and contribute to staff meetings and/or training sessions,
• maintain positive and effective relationships with colleagues across the organisation,
• adhere to all Mercury policies included Safeguarding, Health and Safety and environmental
policies,
• maximise income and minimise expenditure whilst ensuring high quality delivery,
• deputise for other members of the Operations department where necessary to ensure the
effective and efficient delivery of all the team’s activities,
• Undertake First Aider duties as required,
• Undertake any further duties as may be reasonably requested.
This job description is a guide to the nature of the work required of this position. It is neither wholly
comprehensive nor restrictive and does not preclude change or development that might be required in the
future. It does not form part of the contract of employment.
Person specification
Personal qualities
• self-disciplined, organised and self-motivating
• ability to work in a team, contributing ideas, supporting other team members and taking on
a lead role on projects as required
• ambitious with entrepreneurial experience
• motivated by delivering excellent customer service, achieving sales targets, and delivering
new operational efficiencies
• adaptable and receptive to new ideas and initiatives
• ability to work under pressure and manage competing deadlines
• excellent interpersonal skills with an ability to listen, build rapport and communicate with
people at all levels
Professional competencies
Essential
• experience of working with the public in delivering excellent and proactive customer care in
an inclusive and accessible environment
• experience of managing trading – stock management and record keeping
• experience of meeting and exceeding commercial targets
• experience of monitoring and improving transaction conversion and customer satisfaction
scores
• experience of staff supervision and managing teams
• experience of staff recruitment, training and appraisals
• accurate cash handling
• excellent verbal and written communication skills
• due to the requirements of licensing authorities the post holder must be at least 21 years
of age
April 2022 8
• IT literate with experience of the Microsoft Office Suite
Desirable
• strong interest in theatre and/or the arts
• valid First Aid at Work certificate
• clean driving license
• experience of Artifax
• experience of Spektrix
Outline of terms and conditions
Salary: £25,232 per annum
Hours: 37.5 hours per week as per weekly rota over 6 days (5 working days
per week) Additional hours may be necessary to fulfil the post’s
requirements for which Time Off in Lieu is available.
This post will require the successful candidate to work unsocial
hours as per rota. This may include specific working patterns as
per rota. Working days are Tuesday to Sunday.
Annual Leave: Annual leave entitlement is 20 days for each holiday year plus
statutory Bank Holidays. If you complete one years service, your
holiday entitlement will increase by one day and each year thereafter
to a maximum of 25 days per annum.
Probationary Period: 6 months
Notice Period: Three months by either party in writing after an initial probationary
period during which time the notice period is one week by either party
DBS Check: An enhanced DBS check will be required
Pension: Colchester Mercury Theatre Ltd operates a Stakeholder Pension
scheme. Full details of the scheme are available from the Finance
Department
Other benefits
• The company offers an interest free season ticket loan
• Discount on drink in our café bar
• Access to the discounted staff menu in the café bar
• The company encourages attendance at performances with an allocation of tickets to
employees (subject to availability and the Mercury’s ticket policy)
How to apply
To apply for this post, please send a letter of up to 2 sides of A4, explaining what attracts you to
this position, and evidence of your ability to meet the job description and person specification.
In addition, with your application, please upload:
• Your up to date CV
• Names and contact details for two employment/professional referees, however, we
shall not take up references unless candidates are invited to a second interview
Applications should be submitted via People HR here by 10:00am on Monday, 9 May 2022
First round interviews will take place on Tuesday, 17 May 2022.
The Mercury is an equal opportunities employer and actively promotes diversity in the staff
team. We welcome applications from all suitably qualified persons regardless of their race, sex,
disability, religion/belief, sexual orientation or age.
Please let us know if you need this information in a different format by contacting Lorena Saiano
by phone on 01206 577006 or by email on: lorena.saiano@mercurytheatre.co.uk
April 2022 9
You can also read
