Enable
Senior Business Operations Manager
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Job Title: Customer Experience Duty Manager
We are looking for an experienced and enthusiastic Customer Experience Duty Manager to join our Events team at Enable!
Role Overview
The Customer Service Duty Manager is responsible for leading the delivery of an exceptional customer experience across Enable's venues, ensuring the smooth and effective operational delivery of events and day-to-day activities. The role will champion customer service excellence, leading front-of-house operations and ensuring every visitor receives a professional, welcoming and consistently high-quality experience.
Main Duties/Responsibilities
Customer Experience
- Deliver a consistently high standard of customer service across all customer touchpoints
- Act as a visible and approachable presence for customers, clients and visitors
- Proactively identify opportunities to improve the customer experience
- Respond to customer queries, feedback and complaints in a professional and timely manner
- Resolve issues effectively, escalating matters where appropriate
- Ensure customer feedback is captured and used to support service improvements
- Promote a positive, welcoming and inclusive environment for all customers and visitors
Event and Operational Delivery
- Take operational responsibility for the smooth delivery of events and activities during duty manager shifts, including build, live and break
- Ensure all operational areas are prepared and ready for customers and event attendees.
- Monitor customer flow, queues, facilities and overall customer experience
- Respond quickly and effectively to operational issues and unexpected situations
- Ensure agreed event plans, procedures and customer service standards are delivered
- Work closely with event organisers, contractors, suppliers and internal teams to support successful event delivery.
- Produce high-quality End of Day Reports, identifying trends, lessons learned and opportunities to improve operational process and the customer experience, making recommendations to management to support continuous improvement
- Carry out pre-event venue readiness inspections to ensure all customer-facing areas, equipment and facilities are presented to the highest standard prior to opening
- Ensure venues are reinstated to operational standards following each event, identifying any maintenance, cleaning or operational issues requiring follow up
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Team Support
- Lead, motivate and support customer service and front-of-house teams during events and daily operations.
- Provide clear briefings and ensure staff understand their roles and responsibilities
- Monitor team performance and provide coaching and feedback
- Support the induction and training of new team members
- Promote a positive team culture focused on excellent customer service
- Address poor performance or conduct issues in line with company procedures, escalating where necessary.
- Develop, implement and maintain consistent customer service standards across all venues, events and front-of-house operations
- Lead and follow through on receiving customer feedback
- Support commercial objectives through strong customer engagement and insight
- Lead by example, demonstrating professional and exceptional customer service standards at all times
- Foster a collaborative working environment, encouraging effective communication and teamwork across operational departments
Health, Safety & Compliance
- Ensure the event operates in accordance with relevant health and safety procedures
- Respond appropriately to incidents, emergencies and safeguarding concerns
- Complete and maintain accurate operational and incident records
- Ensure staff follow relevant policies, procedures and risk assessments
- Support the safe evacuation, invacuation, lockdown and other emergency procedures where required
- Report any hazards, incidents or operational concerns to the appropriate manager
Communication and Administration
- Maintain effective communication with colleagues, managers, customers and stakeholders
- Complete shift handovers and operational reports
- Record customer feedback, incidents and service issues accurately
- Support the monitoring of customer service performance and operational standards
- Contribute to team meetings, service reviews and continuous improvement activity
Essential Skills and Experience
- Experience working in a customer-facing operational environment
- Experience delivering a high standard of customer service
- Experience supervising, leading or supporting a team
- Excellent communication and interpersonal skills
- Ability to remain calm and professional under pressure
- Strong problem-solving and decision-making skills
- Ability to work flexibly, including evenings, weekends and event days
- Good organisational and administrative skills
- Full UK driving License
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Desirable Skills and Experience
- Experience working in events, hospitality or similar operational environment
- Experience handling customer complaints and challenging situations
- Experience working in a busy venue or high-volume customer environment
- Experience supporting staff training and development
- Experience with customer feedback systems or performance monitoring
Key Competencies
- Customer-focused
- Operationally effective
- A confident communicator
- Calm under pressure
- Solution-focused
- A positive team leader
- Organised and proactive
About Us
Enable is a charity dedicated to improving people's wellbeing and strengthening local communities. We work with councils, charities and other local organisations to deliver health, leisure, community services and events that enrich people’s lives and strengthen our local community.
At Enable, We Value Our Employees And Our Culture, Focusing On Embracing Diversity And Fostering An Inclusive, Flexible And Fun Environment For Employees To Perform At Their Best. On Top Of a Competitive Salary And Flexible Working Environment, Employees Will Also Receive:
Benefits
- 30 days of annual leave (plus 8 bank holidays)
- Life Insurance
- Reward Schemes (RewardHub Membership, wellbeing budgets and cycle to work)
- A variety of social and wellbeing activities each month
- Mental Health & Wellbeing Perks (Monthly talks, Wellbeing Hour, etc)
- Gym Membership
Job Details
- Reports to: Facilities & Operations Manager
- Based: Wandsworth
- Salary: £32,000 per annum
- Contract: Permanent, Full Time
- Work Arrangement: 40 hours per week, Office, Rota Based
- DBS: Enhanced
This is an exciting opportunity to be a part of a company that positively impacts the community around them! If you are someone that is motivated by a desire to enrich the lives of others and make a genuine difference, then please Apply Now and follow the prompts.
Enable is strongly committed to creating a diverse and inclusive workplace and is an equal opportunities employer. We value diversity and encourage applications from candidates from all backgrounds. We believe that the more inclusive we are, the better our work will be. To find out more on our approach to Equality, Diversity and Inclusion, please visit our website.
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