Customer Services Manager – Manchester

Summary
Create a welcoming, accessible, and safe environment that supports all of HOME’s visitors to have a positive and enjoyable experience at HOME whether they are attending a performance, screening, exhibition or event.
To make sure that all members of the team are fully conversant with all policies relating to Health & Safety including emergency procedures and in particular those for the safe evacuation of the building. To be the lead on these procedures in the event of an emergency situation arising.
Implement, and monitor processes and procedures that will deliver an excellent level of customer service across all areas of the building including Box Office, Cinemas, Theatres, Galleries, Event Space and other public areas.
Ensure that any customer issues or comments are dealt with in a positive and timely manner in line with the organisation’s policy and procedure. Resolve issues in a way that reflects HOME’s commitment to providing excellent experience for all visitors.
Carry out comprehensive opening and closing checks for the building.
Oversee the presentation of all public areas.
Deal immediately and effectively with any maintenance or cleaning issues.
Create briefing sheets and carry out shift briefings with the Customer Service Team and Volunteers on duty to ensure that the team have all of the information they need for that shift.
Complete daily reports that cover all activities within the building. Provide additional related information to the relevant departments as required.