ATG Entertainment UK
Customer Experience Supervisor
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Customer Experience Team Supervisor
Can you lead a team on shift to help create great customer service? We're looking for customer-focused supervisors who'd like to work in our exciting, fast-paced company across the Manchester Venues.
Every night we welcome thousands of people through our doors to enjoy the best in live entertainment. Whether it's a night out with friends for a special birthday or a family's first pantomime, every visit is important. 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. As the welcoming face of the company, you'll offer the highest standards of customer service and care. You'll ensure we meet our financial targets by making customers want to return and by selling products and experiences on the night, ranging from traditional programmes and ice creams.
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 venues 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!
Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.
You do need to be aged 18+ for this position as this role involves the handling and sale of alcohol. Evening and weekend availability is essential.
Teams Interview
1st - 4th Sept 2026
In Person Assessment Date
10th September 2026
Induction Dates
18th September 2026
You must be available to attend an assessment and induction date to be successful.
Customer Experience Supervisor
The Role
As part of the Customer Experience team, your line manager is the Assistant CEM on your shift and the Deputy CEM Managers. You are responsible for the supervision of the Customer Experience FOH Team.
This role is performance based across 2 venues (The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending on performance calendar. Evening and weekend work is essential for this role and your availability should reflect this.
Key Responsibilities
Front Of House Operation
- Supervise the Customer Experience Team to deliver a seamless Front of House operation.
- Support the Front of House operation to ensure aspects can be flexed to help achieve greater profits and assist with the implementation of new procedures.
- Ensure the Front of House operation is presented to the highest standard.
- When required, to assist with the merchandise reconciliation and ensure it is accurate.
- Assist with supervising the health and safety of all customers during their visit to the theatre.
- To act as a level marshal in the event of an emergency / evacuation.
- Be knowledgeable of ATGE's policies and procedures and ensure that these are consistently adhered to by all team members.
- Any other duties as reasonably requested.
Staffing
- Supervise and motivate staff as required, monitoring and appraising their performance and assisting with any training required for their future development.
- Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.
- Complete return to work meetings with staff members who have been absent due to sickness.
- To support, where necessary, with the recruitment and selection of staff.
- Respond to the requirements of staff during a shift e.g. till problems, queue management.
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Customer
- Positively communicate with customers on all feedback received during a performance.
- Always deliver excellent customer service.
- Support the team in creating a strong customer centric culture.
- Support building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
Sales / Finance
- Maximise sales and support the delivery of all Key Performance Indicators, which include but are not limited to Spend Per Head, Average Shift Length and Stock Control.
- Complete stock / voucher reconciliation of sales points and maintain secure and accurate handling of all stock in keeping with procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Your Skills, Qualities, And Experience
If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.
Essential
- Experience of supervising a team to maximise sales and consistently achieve targets.
- Exceptional customer service experience.
- Excellent communications skills.
- Creative problem solver and confident decision maker.
- Ability to use initiative and effectively prioritise.
- Skilled in complaint resolution.
- Experience of working in a fast-paced environment, managing multiple projects at once.
- Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
- Uphold a positive and professional work environment.
- Solution-focused, with ability to think creatively to drive revenue and reduce costs.
- Absolute attention to detail.
Desirable
- Enthusiasm for / interest in the theatre and the work of ATGE, and ability to positively and pro-actively engage with all staff at all levels.
- Additional Food & Beverage, retail, hospitality, leisure, events experience.
- Experience of working at pace with limited supervision whilst adhering to pressure and timescales.
- First Aid qualifications.
- Experience of working in an environment selling age-restricted products.
- Understanding of business risks including but not limited to COSHH, safe working procedures, emergency protocols.
- Experience of delivering training.
About Us - Our Values
ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.
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- THRIVE doing what we love (with passion and dynamism)
- CONNECT through every act (with collaboration and kindness)
- DARE to do different (with curiosity and courage)
- PERFORM at our best (with customer focus and ownership)
Our Corporate Social Responsibility pillars
Everyone At ATG Entertainment Is Expected To Play Their Part In Achieving Our Goals And Upholding Our Corporate Social Responsibility Priorities
Inclusion
Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
Sustainability
Playing your part in reducing our environmental impact and finding more sustainable ways of working.
Next Generations
Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
Our culture
You'll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone
Our stages are a platform for compelling stories - stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.
We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.
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.
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