Customer Experience Manager
Are you a calm, confident and customer-focused people person who thrives in a fast-paced, creative environment?
We are looking for an enthusiastic Customer Experience Manager to join the team at Assembly Hall Theatre — a vibrant cultural venue where no two days are ever the same. If you enjoy the buzz of live events and working alongside a friendly, dedicated team, this is an exciting opportunity to be at the heart of one of the region's leading entertainment venues, helping to deliver exceptional experiences for everyone who walks through our doors.
You will act as the senior Duty Manager for allocated performances, events and functions, taking responsibility for customer service standards, staff leadership, safety, security and the smooth operational delivery of events. You will be visible, approachable and solutions-focused — someone who can think on their feet, keep calm under pressure and make sound decisions when it matters most.
We are looking for someone who is:
- Friendly, flexible and genuinely customer focused
- Calm, confident and able to solve problems quickly and professionally
- Organised, resilient and able to manage a varied workload
- Comfortable leading and supporting casual workers during busy events
- Able to work evenings and weekends as part of a flexible rota
- Comfortable working in a physically active role within a live events environment
You will help lead and support a large casual workforce, ensuring team members are well briefed, confidently deployed and able to provide an excellent experience for every customer.
Previous experience in a customer-facing role is essential, along with some experience of managing or supervising staff or casual workers. Experience in hospitality, sales, complaint handling, conflict management, EPOS or till systems would be an advantage, but above all we are looking for someone with the right attitude: flexible, practical, people-focused and ready to get stuck in.
If you enjoy working with people, love the buzz of live events and want a role where every shift brings something different, we’d love to hear from you.
This post is subject to a satisfactory basic DBS check
What we offer:
- Financial: An attractive basic salary within a clear pay structure.
- Holiday Entitlement: 22 days annual leave (increasing to 27 days after 5 years continuous Local Government service) plus three additional days in December and bank holidays.
- Pensions: Membership of the Local Government (CARE – Career Average (Revalued Earnings) Pension Scheme – Employer contribution of 19.7%.
- Free staff parking.
- Hybrid: The Council operates a hybrid working model with minimum 2 days working in the office.
- Access to HAPI an all‑in‑one benefits hub, giving you easy access to a wide range of employee perks, wellbeing support, discounts, and everyday savings.
- Personal Development: Invaluable training opportunities for continuing professional development.
- Employee Assistance Programme: The Council has partnered with Health Assured to provide staff with access to EAP (Employee Assistance Programme) to assist in balancing everyday life with the requirement of work and home.
- To learn more about working at Tunbridge Wells Borough Council, explore the kind of place we are, work that matters with people who care, and our pay, benefits, and hybrid working.
Equal Opportunities
Tunbridge Wells – Working for Equality. We welcome applications from all sections of the community.
Safeguarding
The Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employee and volunteers to share this commitment.
Salary range
- £13,826 - £28,420 per year