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Responsibilities include leading and developing staff, scheduling teams and managing timesheets, ensuring training and sickness monitoring, maximizing secondary sales income, forecasting and meeting financial targets, managing budgets and supplier negotiations, maintaining bar cellars and equipment, ensuring licensing and health & safety compliance, and coordinating event delivery with hirers and facility users.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/deputy-customer-experience-manager-job-description-and-person-specification/261038/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/deputy-customer-experience-manager-job-description-and-person-specification/261038.png","ImageObject",442,249,{"name":88,"@type":89},"Lucas Martin","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-27","2026-09-14",true,{"@type":98,"interactionType":99,"userInteractionCount":79},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What is the main purpose of the Deputy Customer Experience Manager post?","Question",{"text":108,"@type":109},"To support the Customer Experience Manager and manage front of house, bars and catering, while delivering a superb customer experience for visitors to the Cultural Venues.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What duties are required for staff and operational leadership?",{"text":113,"@type":109},"The role includes scheduling assistant managers and venue staff, directing teams while on duty, recruiting when appropriate, delivering staff development and training, and monitoring sickness absence.",{"name":115,"@type":106,"acceptedAnswer":116},"How does the role manage financial and secondary sales performance?",{"text":117,"@type":109},"It focuses on maximising secondary sales income from bars, catering, retail and merchandise, achieving financial targets, recommending pricing and mark-ups, managing accurate recording and collection of monies, and balancing tills with discrepancy investigation and reporting.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},261038,1790443475,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":79,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":15,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":79},8796095360427,"https://ap-avatar.wpscdn.com/davatar_994ba38a5ba835b3df7d355c54d3ed8d","JOB DESCRIPTION  \n\n| JOB TITLE: | Deputy Customer Experience Manager |\n| --- | --- |\n| DIRECTORATE: | Leisure, Culture and Community Wellbeing / Cultural Services |\n| JOB EVALUATION NUMBER: | A13612 |\n| BAND: | 7 |\n| RESPONSIBLE TO: | Customer Experience Manager |\n| RESPONSIBLE FOR: | Assistant Customer Experience Manager and Assistant Manager (1435) |\n| MAIN PURPOSE OF POST: | Responsible for supporting the customer experience manager and for managing the front of house, and the bars and catering business for the Cultural Venues, and delivering a superb customer experience for all visitors to the Cultural Venues. |\n\nDUTIES AND RESPONSIBILITIES:  \nDuties and responsibilities must be undertaken to comply with Council policies/procedures.  \n\n| 1. | To be responsible for the delivery of front of house ( including the box office and retail shop) , bars and catering at the Venues in accordance with the operational policies of the service and the requirements of delivering excellent customer care. |\n| --- | --- |\n| 2. | To be responsible for the scheduling of the Assistant Managers, Customer Assistants, Venues Assistants, including the associated authorisation of timesheets and other pay documents. To manage and direct staff whilst on duty. To recruit and select staff when appropriate. To undertake staff development and performance management appraisals. To monitor and manage sickness absence for front of house and bar staff. To be responsible for the training of all staff where appropriate, including induction, customer care, food hygiene and general operational standards. To co-ordinate on-site training for all staff as required. To lead and motivate staff to achieve and exceed commercial targets.\u003Cbr>To regularly and update Customer Experience Manager on all staff issues.\u003Cbr>To schedule volunteers in co-ordination with the Volunteer Co-Ordinator. To supervise volunteers whilst on duty. |\n| 3. | To ensure that all secondary sales income from events at the venues are maximised, including bar, catering, retail and merchandise. To achieve the financial targets set for all secondary sales income for the venues. To make recommendations for the price fixing of bar, catering and confectionery items, ensuring that appropriate percentage mark-upsand profit margins are maximised. To be responsible for the proper and accurate |\n\n\n|  | recording and collection of all bar catering monies due, whether cash / credit card sales or accounts including balancing the tills and investigating discrepancies, trend analysis and reporting to Audit. Ordering change for bar floats and being responsible for the bar floats on a day-to-day basis. |\n| --- | --- |\n| 4. | To ensure the efficient management of all bar and catering operations, and that expenditure is within the agreed annual budget. To negotiate with suppliers for the quality of goods at the prices required in accordance with the Council’s procurement policies. To assist in the formal tendering process when required. To be responsible for the ordering of all routine bar, catering and confectionery products and equipment within budgetary confines. To advise the Customer Experience Manager of any cost savings apparent by change in method of operation, or alternative suppliers. Ensure that wastage is kept to a minimum. To place orders, raise invoices as required and to carryout stock checks. To manage the petty cash for the venues.\u003Cbr>To manage day to day the provision of any bar and catering services provided by any external operator. |\n| 5. | To be responsible for the proper operation and maintenance of bar cellars and associated equipment and catering equipment. To be responsible for the range and quality of products offered for sale, ensuring that a continual fresh approach is taken to vary products and market appropriately to maximise customer sales, including attending trade fairs and market research. To ensure regular stock checks are carried out in accordance with Council policies and report an","cbCaiqUZWYBjKKkf","https://ap.wps.com/l/cbCaiqUZWYBjKKkf","pdf",340394,"English","# Duties and Responsibilities\n## Front of house, bars and catering delivery\n## Staff scheduling, recruitment and development\n## Secondary sales, targets and financial management\n## Budget control, procurement and stock management\n## Bar cellar operations and food product quality\n## Licensing, compliance and health & safety\n## Duty manager/building controller responsibilities\n## Event liaison and business development","[{\"question\":\"What is the main purpose of the Deputy Customer Experience Manager post?\",\"answer\":\"To support the Customer Experience Manager and manage front of house, bars and catering, while delivering a superb customer experience for visitors to the Cultural Venues.\"},{\"question\":\"What duties are required for staff and operational leadership?\",\"answer\":\"The role includes scheduling assistant managers and venue staff, directing teams while on duty, recruiting when appropriate, delivering staff development and training, and monitoring sickness absence.\"},{\"question\":\"How does the role manage financial and secondary sales performance?\",\"answer\":\"It focuses on maximising secondary sales income from bars, catering, retail and merchandise, achieving financial targets, recommending pricing and mark-ups, managing accurate recording and collection of monies, and balancing tills with discrepancy investigation and reporting.\"}]","Deputy Customer Experience Manager Job Description and Person Specification | PDF",1789348556]