Customer Experience Supervisor - Covent Garden, London

Job Type: Full Time, Permanent - 40 hours per week

The Ambassador Theatre Group (ATG) is the global leader in live theatre. We own and operate venues in the UK, US, and Germany, we’re an internationally award-winning producer, and a market leading theatre ticketing business. The Lyceum Theatre is one of ATG's West End venues, the home of Disney's The Lion King.

What makes us different? We believe the show isn’t enough. An amazing visit to the theatre is about the whole experience, from purchasing your ticket to your drinks in the interval to telling your friends about it afterwards! We work hard to make sure each customer leaves with those unique memories you can only get from a live show…and that they want to return again and again.

We are looking for a dynamic and enthusiastic Customer Experience Supervisor. In this role you'll be part of the team responsible for the standards of service customers receive in one of our West End theatres, whether they're finding their seat or purchasing merchandise.  You’ll ensure we meet our financial targets by making customers want to return and by selling products and packages on the night, ranging from traditional programmes and ice creams to exciting new cocktails in our luxury bars.  We work hard to make sure each customer leaves with those unique memories you can only get from a live show…and that they want to return again and again!

As part of our Customer Experience Team you’ll make this happen. The charismatic and welcoming face of the company, you’ll offer the highest standards of customer service and care. 

You will be one of a team of Customer Experience Supervisors and will actively be involved in ensuring that we are offering the highest levels of service to our customers. You will also be instrumental in driving the front of house income on a per show basis to reach the expected venue and team potential. Making sure the staff are correctly equipped, informed and prepared for their work. To explore and develop and improve the FOH department, implementing ideas and feeding back to management on sales initiatives. To help drive sales, understand targets and contributing to improving spend per head and gross profit per admit. To be able to represent the theatre with professionalism and enthusiasm. 

Full of variety, this role is both fun and challenging. You’ll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in our unique theatre with an ever-changing programme of events. 

If you have the skills to achieve our goals and an affinity for our values we’d like to hear from you. Please download a copy of the job description for further details on the role. We actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.

We are proud to be an equal opportunity employer and strive to provide a stage for everyone. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you’d like to discuss accessibility prior to applying, please review our job description where you can find our contact details to request a confidential discussion.