Community Projects Co-Ordinator

THEATRE MANAGER

JOB DESCRIPTION

CONTEXT

Leeds Playhouse was established in 1970. Over the next two decades the theatre thrived and with the opening of a purpose built new complex on Quarry Hill in 1990 it became the West Yorkshire Playhouse. The Playhouse is one of the largest, most exciting and active producing theatres in the UK. It successfully balances a firm commitment to serving the communities in its region alongside maintaining a national profile for the quality of its work.

The Playhouse has two theatres, the Quarry with 750 seats and the smaller, more flexible Courtyard with 350 seats. At present the Playhouse produces around 10 of its own shows each year, including a number of co-productions, in addition to presenting a broad touring programme. These performances are supported by readings, workshops and community events. Alongside its work on stage, the Playhouse continues to lead the theatre industry in the ambition and scope of its education and community work. These activities ensure that, in total, over 250,000 people engage with the Playhouse and its participatory programmes each year.

The Theatre Manager supports the Director of Commercial Operations & Customer Services in ensuring the smooth and efficient day-to-day running of the West Yorkshire Playhouse.

The Theatre Manager is responsible for upholding and promoting the Playhouse’s existing high standards of customer experience, which reflect the operational style and ethos of the venue. They will lead and motivate the Frontline teams providing an exceptional, effective and welcoming service to all members of the public as well as the staff and artists working in the building. They will assist the Director of Commercial Operations & Customer Services in leading on Health & Safety in the public areas, delivering accessible performances and the company’s environmental policies and practices.

The Theatre Manager reports directly to the Director of Commercial Operations & Customer Service and deputises in their absence. The Theatre Manager will line manage the Senior Duty Manager, the Duty House Manager/s, the Customer Services Apprentice, Front of House Attendants and Volunteers. In addition, they will oversee consistent delivery of excellent experience across all Playhouse Frontline teams; Restaurant, Bar, Box Office, Conferences & Events and Costume Hire.

MAIN DUTIES & RESPONSIBILITIES

OPERATIONS

 Develop and lead a dynamic new approach to audience experience across all Frontline teams. Oversee the presentation of the public areas and communal staff areas, ensuring the highest standards are maintained at all times throughout the day.  Work with the Director of Commercial Operations & Customer Services in continually developing the aesthetic of the public areas to better reflect the creative work of the Playhouse.  Oversee ‘show responsibility’ in advance of productions, attend production meetings, dress rehearsals, consider Health & Safety issues, adapt staffing procedures and co-ordinate accessible performances. This also includes preparing for performances staged in spaces outside of the Playhouse’s two main theatres.  Liaise with other theatre departments, artists and freelancers on one-off and reoccurring projects, such as Transform Festival. Scope and plan the Front of House delivery for these; adapting procedures, drafting risk assessments, rotaing and briefing staff as needed to best support this work.  Work closely with the Arts Development team and Associate Producer, in overseeing and curating a programme of internal and external exhibitions in the theatre’s Newlyn Gallery.  Regularly act as a Duty Manger for performances, including evenings and weekends. With priority for duty managing all previews, press nights and accessible performances.  Be familiar with the local licensing requirements and Health and Safety regulations, and to ensure that they are adhered to.

TRADING & FINANCE

 Maximise the sales of ice creams, programmes and merchandise for all Playhouse and visiting productions.  Oversee the financial processes for the Front of House department.

ADMINISTRATION

 Chair the weekly Frontline meeting.  Assist the Director of Commercial Operations & Customer Services in monitoring customer feedback and in producing regular Customer Experience Reviews.  Respond promptly and appropriately to Front of House show reports and correspondence regarding customer service complaints.  Attend weekly company, fortnightly building issues and monthly HoDs meetings.  On occasion attend and/or chair meetings on behalf of the Director of Commercial Operations & Customer Services.

STAFF MANAGEMENT

 Responsible for the recruitment, induction, management, scheduling, training, motivation and performance reviews of a team of casual Attendants, Volunteers and Duty Managers.  Oversee and manage the Customer Services Apprentice.  Assist on the development of customer care training initiatives for all Frontline teams, includes Catering, Costume Hire and Box Office teams.  Work with other Frontline Heads of Departments, ensuring consistent recruitment, induction and training processes are in place for all Frontline staff.  Assist the Director of Commercial Operations & Customer Services in leading monthly staff H&S induction sessions.

ACCESS

 As a key member of the company’s access steering group, contribute to the Playhouse’s active and developing Equality Policy through appropriate understanding of the needs of all visitors including Deaf and disabled patrons and be responsible for the day-to-day implementation of these policies with the Front of House department.  Work closely with Programming team in regards to scheduling all accessible performances and liaising with the team of freelance staff who deliver these performances.

HEALTH & SAFETY

 As a key member of the company’s Health & Safety steering group, prepare risk assessments and ensure that Health & Safety standards and practices are adhered to in all Front of House and office areas.  Annually review the building’s evacuation procedures.  Assist the Director of Commercial Operations & Customer Services with any Health and Safety issues around productions, including reviewing and adapting performance evacuation procedures as required.  Act as a Daytime Fire Marshall in case of emergency during office hours.  To be a trained first aider (training will be given if necessary)

ENVIRONMENTAL

 Assist the Director of Commercial Operations & Customer Services in leading the company’s approach to environmental and sustainability practices, with emphasis on the Front of House areas and offices.  Attend regular green issues staff steering group meetings.  Introduce green initiatives in to the Front of House areas.

RESPONSIBILITIES OF ALL STAFF MEMBERS

 To be aware of the work of other departments in the achievement of the aims of the West Yorkshire Playhouse.  To take an active part in communicating and co-operating with other staff and departments.  To follow guidelines, procedures and policies provided by the company in relation to financial management and personnel records.  To work in accordance with the Equal Opportunities policy of the West Yorkshire Playhouse.  To be aware of, and comply with, rules and legislation pertaining to Health & Safety at work.  To take part in such working groups and committees as might from time to time be required for the fulfilment of departmental or company aims.

To undertake any other duties commensurate with the post, as requested by and agreed with the Director of Commercial Operations & Customer Services and the Directorate.

This post requires enhanced DBS clearance.

PERSON SPECIFICATION

 Previous experience as a Duty Manager, in a similar sized venue, is essential.  Proven excellent staff management and leadership experience for paid staff and volunteers.  Demonstrable commitment to delivering a first class customer experience.  Energetic and dynamic – enjoy working in a fast paced work environment.  Outgoing – with an appetite for working with the public.  Confident and effective communicator with both customers and internal colleagues.  Self-motivating, highly organised and efficient  Ability to work calmly and effectively in stressful situations and to make quick decisions when required.  Solution orientated with the ability to use their initiative and prioritise during busy periods.  Strong attention to detail in regards to presentation of public facing staff/areas.  Ability to work flexible hours in response to the day-to-day needs of the building operations and performance schedules.  Computer literate, with good IT skills across basic Microsoft Office packages.  Basic financial skills, particularly concerning wages and stock control systems.  Qualified first aider is desirable.  Qualified personal licence holder is desirable.  Knowledge and/or experience of access issues would be desirable.  Knowledge and/or experience of Health & Safety issues would be desirable.

TERMS & CONDITIONS

 Permanent, subject to success completion of a six month probationary period.  40 hours per week, rotated on a monthly basis, including evenings and some weekends.  Salary: £25,000 - £27,000  Holidays: 4 weeks per annum plus Statutory Holidays

APPLICATION

To apply for this post please send your completed application and equal opportunities monitoring forms to [email protected]

CV’s will not be accepted.

The deadline for receipt of applications is 10am Monday 3 August

If shortlisted for interview you will hear from us by Friday 7 August, if you have not heard from us by this time please assume that your application has been unsuccessful.

Interviews will be held at West Yorkshire Playhouse during the week commencing Monday 10 August.

SAFEGUARDING

West Yorkshire Playhouse is committed to safeguarding children, young people and vulnerable adults. We take this responsibility seriously and support our practice with regular staff training and our Safeguarding Policy. EQUAL OPPORTUNITIES

West Yorkshire Playhouse is committed to promoting equality of opportunity in its employment practices. In particular, the Company aims to ensure that no potential or actual employee receives more or less favourable treatment on the grounds of race, colour, ethnic or national origins, marital or civil partner status, sex, sexual orientation, gender reassignment, age, disability or religious beliefs.