English National OperaSales and Customer Success Supervisor

About ENO

English National Opera is founded on the belief that opera of the highest quality should be accessible to everyone.    At ENO opera is theatre; expressing drama through the unique combination of music, text, dance, and design. We sing in English and believe that singing in our own language connects the performers and the audience to the drama onstage, and enhances the experience for all.    We collaborate across contemporary art forms, to reflect the growing diversity of our culture. And we take a fresh approach right across the repertoire, from baroque to contemporary, as well as commissioning new works as part of our commitment to the future of the art form. We bring our productions to the widest possible audience, whether at the London Coliseum, nationally or internationally. We make our work accessible by offering a large proportion of tickets at affordable prices, and by distributing it widely on screen and via digital media.  We also aim to introduce completely new audiences to the magic of opera through stimulating and creative learning and participation programmes.  We are a national company of internationally recognised standard. We nurture talent across the entire company, whether on-stage, backstage, or in the pit. We provide a platform for young singers to develop global careers.

Our vision is to be synonymous with making great opera accessible to the widest and most diverse audiences. We will continue to forge ground-breaking collaborations across art forms, and our world-class productions will inspire, surprise and captivate. We will be recognised as the national centre of excellence for developing opera, and as the benchmark for nurturing new talent. We will reach out to communities who might think opera is not for them.

We will tell the world’s most timeless stories, unforgettably.

London Coliseum

The London Coliseum is the Home of English National Opera (ENO). Each year we stage a diverse range of world class work including; twenty five weeks of ENO productions as well as, dance, musical theatre and cinema with live music events from visiting companies.

English National Opera Sales and Customer Success Supervisor

Department: Front of House Reporting to: House Manager/ Assistant House Manager / Duty House ManagerLine Manager: Assistant House ManagerSalary: £10 p/h

The Role

Provide a safe and secure site for visitors and staff To ensure all visitors experience a brilliant and warm welcome through immaculate

presentation of public areas and outstanding customer service. Maximise productivity through establishing a well organised and knowledgeable

experience for staff and visitors

The Sales and Customer Success Supervisor works on a casual basis and supports Duty Management in coordinating and leading the FOH Assistants team. You will be looking after assigned areas such as Foyer spaces, Stock room and Cashier’s office. Main Responsibilities

Lead and motivate a team of Ushers/Front of House Assistants to actively engage with customers ensuring the delivery of a brilliant visitor experience at all times

Oversee all sales operations including ice cream, programmes and any merchandise sales during performances, events and all other activities at the London Coliseum

Manage deliveries and stock levels as well as distribute ice cream, programmes and merchandise where required

Provide an organised work environment in your assigned areas and maintain equipment such as PDQ machines.

Order ice creams, programmes and merchandise as a result of regularly conducted stock checks

Assisting and supporting new staff in their development and performance delivery Distribute and reconcile floats Provide and collect floats as well as investigating any discrepancies in banking

ensuring all accounting data is entered accurately Conduct safe counts where required Together with all Supervisors on site ensure an appropriate presentation of public

areas as well as a smooth visitor journey through the building. Any other duties consistent to the role as required by Duty and House Management

Safety and Evacuation

To support the Duty Manager and House Management in all aspects of safety, emergency and evacuation procedures as required

Present up to date knowledge of ENO’s fire, safety and evacuation procedures and be ready to implement procedures if necessary

Give clear and confident directions to staff and visitors in order to facilitate a smooth emergency exit before or during any activity at the London Coliseum

Identify possible safety and security hazards for visitors, colleagues and yourself and report immediately to Duty, or House Management

Report any accident, dangerous occurrence or near miss to a Duty Manger or House Management

Report any broken or damaged equipment that could potentially hinder sales Check temperature in freezers meets food storage requirements and report if

otherwise Be cautious when lifting heavy objects and stock ensuring all staff follow the correct

procedure when moving stock

Customer Success

Welcome visitors from all backgrounds and ensure all visitors experience unlevelled customer service

Engage with customers proactively using a creative approach to their engagement and making the venue accessible

Ensure an efficient resolution to all visitor and staff feedback and report back to house management making suggestions for improvement.

Collaborate and communicate between departments and brief staff to ensure a coherent and persistently positive visitor journey

Proactively find opportunities to interact with visitors helping them finding their way and encourage visitors to explore to help create a sense of belonging to ENO’s cultural offer

Appearance

Ensure all Front of House areas and auditorium are presented at highest possible standard to establish a friendly and hospitable atmosphere for visitors

Report back sickness/lateness and absence if required to Duty Managers or House Management

Provide hands on support to ensure our Front of House spaces are tidy and clean Ensure all working areas are prepared and clean for staff to use Present the highest standard of professional appearance and dress. This entails

wearing the correct dress code, making sure your uniform looks clean and ironed, and the use of positive, open and professional body language.

Productivity

Solve visitor and site issues that potentially could delay successful customer relationship building and service. Aspire to resolve problems quickly and prevent escalation using flexible communication strategies suiting a diverse audience

Establish positive relationships both with management and Front of House Assistants to achieve efficient workflow

Collaborate with departments and brief new staff on procedures, expectations and best practice. Be open and welcome suggestions from colleagues

Maximise sales by creating attractive merchandise displays and briefing staff on selling techniques

Cover absence and annual leave of fellow Supervisors which may result in unplanned changes to shift pattern and times

Person Specification

1. Experience in working in a demanding customer services environment, exceeding customer expectations

2. Experience in directly managing and developing a team3. Experience of working in a retail or FOH sales environment, handling large amounts of

cash and stock with high level of accuracy and numeracy. 4. Ability to work under pressure and stay calm as well as prioritise tasks and using

initiative5. Ability to develop and interpret policy6. Excellent presentation skills and ability to speak to large groups7. Outstanding verbal, written and telephone skills 8. Using MS Office packages to produce reports and analyse data to a high standard9. Responsible and approachable attitude towards colleagues10.Good timekeeping with the ability to work flexible shifts, weekends and evenings on a

consistent reliable basis11.Knowledge of and enthusiasm for opera, theatre or the arts in general

Confidentiality

All information concerning staff, patrons, productions and other ENO business, the disclosure of which could be detrimental to the company, must be held in the strictest confidence and may not be divulged to any unauthorised person at any time. A breach of confidentiality will result in disciplinary action being taken in accordance with ENO’s disciplinary procedure and may lead to dismissal.

Data Protection

Computer information should only be accessed if this has been authorised and is necessary as part of the post-holder’s work. Unauthorised action will be dealt with in accordance with ENO’s disciplinary procedure and may lead to dismissal. The post-holder’s attention is also drawn to the Data Protection Act 1984 and the Computer Misuse Act 1990.

Health and Safety

The post-holder has personal responsibility for safety as outlined in the safety policy and the Health and Safety at Work Act 1974.

Equal Opportunities

The post-holder will be required to abide by ENO’s policies on Equal Opportunities.

Code of Conduct

The post-holder will be required to act in accordance with ENO’s Code of Conduct whereby everyone shall be treated in a professional and courteous manner and with full regard to the avoidance of discrimination, consistent with current equal opportunities employment legislation.

To apply:

Please send your CV with a covering letter detailing why you are interested in applying and why you feel your experience would be suited to the post to personnel@eno.org