Join Our Team - Customer Experience Supervisor (Bars)
Purpose of job
Across our Customer Experience team, we welcome a wide range of visitors and are committed to providing a warm, friendly experience for everyone who comes through our doors. We strive to make our venues and performances as accessible and inclusive as possible, ensuring that all visitors feel welcome and supported.
Our Customer Experience team is made up of two areas: Bars and Front of House*. All Customer Experience Assistants and Customer Experience Supervisors are assigned to one of these teams – this role sits within the Bars team.
As a Customer Experience Supervisor, you will lead a small team during performances at Leeds Grand Theatre and City Varieties Music Hall. You will be responsible for overseeing your designated area, supporting colleagues, and helping to ensure customers receive courteous, efficient service. You will also act as a key point of contact for both customers and staff throughout each performance.
While performances and events can occasionally take place at other times, our typical operating hours are Monday to Saturday evenings from 5pm onwards. In addition, daytime performances are regularly scheduled on Wednesday, Thursday, Friday and Saturday afternoons from 12 noon.
Please see the job description for more information.
*Front of House is a theatre term used to describe the public-facing areas of the venue, while Back of House refers to the areas used by performers, production teams and theatre staff.
About you
You will enjoy working with the public and demonstrate a friendly, approachable manner. Enthusiasm, positivity, and a can-do attitude are essential, along with a willingness to learn and grow as part of our team. You will ideally have worked in a similar role or have transferable skills.
You should be open to welcoming the diverse range of visitors and audiences who come through our doors. At Leeds Heritage Theatres, we are committed to building a future where both our audiences and our staff reflect the rich diversity of the people of Leeds. We warmly encourage applications from the widest possible range of candidates.
For full details of the role please see the job description.
Due to this role involving the sale of alcohol, we can only accept applications from people at least 18 years of age.
About us
As a proud Leeds charity at the heart of the city’s cultural life, we inspire connection, nurture talent and make the arts accessible to all.
Across Leeds Grand Theatre, City Varieties Music Hall and Hyde Park Picture House, We present the very best in live performance, music, comedy and film, welcoming around 350,000 audience members each year. We create places where stories are shared, ideas explored and creativity thrives – supporting artists, engaging communities and keeping Leeds’ cultural heartbeat strong.
When we come together, extraordinary things happen. Join us and play your part in shaping something special.
Salary and Benefits
Contract Type: Permanent – annualised hours
Responsible to: House Managers
Salary: £13.67 per hour. Equivalent to £11,401 per annum for 15 hours work per week (on average) or £26,365 per annum for 37 hours per week
Holiday entitlement: Four weeks plus bank holiday entitlement
Benefits
- Generous average salary pension scheme, plus health and sickness benefits
- Regular staff offers and discounts for our own venues and local businesses
- Free to use Employee Assistance Programme that supports your health and wellbeing
- Personnel investment and training
Probation Period: Three months
Notice Period: One month
Hours: 16hrs per week (PT), based on an annualised hours contract. You will be required to work on average 5 shifts per week over Wed (matinee and evening), Thu (matinee and evening), Fri or Sat (matinee and evening). Other shifts may be available.*
*Your normal hours of work are 16 per week; however, the actual times of work will vary according to the needs of the business and will involve evening and weekend working. In exceptional circumstances you may be required to work any time – 24hrs over 6 days a week.
To apply
Applications are made by online form. Please note, the form must be completed in a single session. It cannot be saved and resumed later. As well as the standard details such as name, contact information and references, the form includes nine questions (all listed below) designed to prompt thoughtful, focused answers to highlight your experience, ability and understanding of the role. Each question has a maximum response limit of 4,000 characters.
Please be aware that we are also currently advertising a role on the Front of House side of the team. If you wish to apply for both roles, you must complete two separate application forms.
We will make reasonable adjustments for candidates who are disabled and whose disability makes it more difficult to complete the form; for other candidates, we will not accept email or CV applications.
The deadline for applications is Thu 23 July at 9am. Interviews will be held week commencing Mon 3 August. This will include a structured interview and brief test of maths and understanding of customer service.
If you have any questions about the role or the recruitment process, please contact humanresources@leedsheritagetheatres.com.
Application questions
- Are you at least 18 years old, and willing to sell alcohol?
- You will need to have frequent availability to work at the times we are likely to be able to offer work. Tell us which of these times you are likely to be available most weeks. Tick all that apply. If you are not available for all these times, we may not consider your application. Friday (evening), Saturday (matinee), Saturday (evening).
- You will need to have frequent availability to work at the times we are likely to be able to offer work. Tell us which of these times you are likely to be available most weeks. Tick all that apply. Wednesday (matinee), Wednesday (evening), Thursday (matinee), Thursday (evening).
- We may, occasionally, also be able to offer work at other times. Tell us when you are likely to be available most weeks. Tick all that apply. There is no requirement to be available for these potential shifts in order to apply for this role. However some availability is desirable. Monday (evening), Tuesday (evening), Sunday (evening).
- Describe your previous experience working in a bar, hospitality, or licensed premises environment. Your answer should tell us what role(s) you had, for how long, who your employer(s) was and give us a clear understanding of your duties.
- Describe a time when you successfully promoted a product, event, or special offer to increase sales. Try to tell us in your example what you personally did, how much of that was on your own initiative, and what the outcome was.
- How do you ensure products are available while minimising waste and over-ordering? Your answer should draw on your own experiences, telling us about things you have personally done.
- This is a supervisor role. Tell us about a situation where you resolved a conflict between colleagues. Your example should demonstrate your ability to assess a situation, choose an appropriate response, deliver the response, and assess the impact of what happened, and any required follow-up.
- A customer who looks under-25 attempts to purchase alcohol but cannot provide acceptable identification. What would you do? You can answer this as a hypothetical question, but if you have actual experience of this or similar situations, you should include that in your answer.
Our organisation is actively seeking applications from people from the global majority and those with a disability.