Duty Manager
North Music Trust Gateshead
Job Advert
Duty Manager
Deadline for applications: 27th January 2025, 5pmReports to: Audience Experience & Operations Manager
Location: The Glasshouse International Centre for Music
Working hours: 16 hours per week
Salary: SCP 26 £26,665 per annum pro rata, £14.24 per hour
About The Glasshouse International Centre for Music
We are an international music centre based on the banks of the River Tyne. We are a unique venue where artists from across theworld perform and audiences from a wide range of backgrounds come to hear, make, and enjoy all types of music.
We support local people to be creative, to develop a passion for music and put music at the heart of communities. Our artistdevelopment programme provides local artists with the opportunities they need to develop a career in music. We support young
people to make music in our building and in the wider community through programmes such as In Harmony Newcastle Gateshead.
We believe our work makes life better for people in the North East. We’re building a creative, diverse, and passionate team andthat’s where you come in…
About you
Are you self-motivated, happy working in a team environment and flexible enough to adapt to a changing environment? If this soundslike you, here are some specific types of experience that will help you hit the ground running.
You must have proven experience of:
- Leadership in Event Delivery: Experience leading teams during live events and ensuring smooth operational execution.
- Customer Service Excellence: Proven experience leading teams to deliver high-quality customer service, especially in live event
- Team Management and Task Management: Experience in leading and managing a team, including task allocation and performance
- Operational Planning: Experience with operational planning, including rota planning, and working with colleagues to ensure the
- Evacuation Procedures and Health & Safety: Knowledge of emergency evacuation procedures and experience leading them during an
event. Also, experience ensuring that health and safety procedures are followed, including first aid and emergency protocols.
It also helps if you have:
- A leadership or management qualification
- Enhancing Visitor Experience: Demonstrated ability to proactively identify and implement ways to enhance the visitor
- IT literacy including use of the Microsoft 365 suite (Teams, word, excel, outlook)
your determination, positivity, and willingness to get stuck in.
About the role of Duty Manager at The Glasshouse
As the designated Duty Manager (DM) you’ll be working in one of the region’s most iconic venues, The Glasshouse InternationalCentre for Music, as a senior member of the Audience Experience and Front of House (FOH) team.
The Duty Manager provides effective leadership across the customer experience team and works closely with wider colleagues toachieve the best possible customer service across a range of activity.
Your role will largely be centre on live event delivery. It will also focus on operational planning, working with the AudienceExperience Manager and colleagues to develop your team, and overall will help to establish the Audience Experience & Front of
House strand as the inhouse operational experts in providing support to the wider organisation.
Your responsibilities:
Operational Duties- Be a ‘key holder’ ; opening the building as part of the designated management team
- A leader in the evacuation procedure whilst on duty
- Ensure adequate first aid cover is provided at all times
- Ensure established health and safety policies and procedures are followed by the on-duty team. Support and challenge colleagues
- Support CET Systems Operator and Audience Experience Coordinator with rota planning; using your operational and team insights
- Remain fully compliant with H&S procedures
- As part of the wider team develop and implement a series of relevant operational planning timeframes, meetings and reports
- Support your own team, and wider programming colleagues, on FOH and operational queries
- Report all incidents immediately in line with established policies and procedures; ensure that all on duty staff report all
- Prep and deliver concise and comprehensive shift briefings with a focus on H&S and excellent customer service
- Proactively use your operational experience and insight to continually feedback best practice, new learnings and ideas to the
customers and internal stakeholders
- Proactively look for opportunities to enhance visitors’ experience during their time at The Glasshouse ICM.
- Complete daily reports in a timely and accurate manner;
- House report
- Daily handover
- Staff software updates [Shiftboard]
- First aid reports
- Incident reports
- Lead the Audience Experience and FOH Team to deliver excellent customer service
- Responsible for frontline task management and line management of FOH CET employees and workers; and task management and line
- Work as part of the Audience Experience & FOH team to develop a comprehensive training programme including, but not limited
- Fire & Evacuation
- Customer service
- Complaint handling
- HR policies and procedures for team members
- Work with the Audience Experience & FOH management team to develop robust HR procedures within the FOH team, including but not
- Recruitment
- Uniform standards
- Personnel records
- Sickness, absence and timekeeping policies
- Staff benefits
- Commit to personal development opportunities when made available by The Glasshouse ICM
- Develop an excellent knowledge of The Glasshouse ICM programme
- Develop an excellent knowledge of The Glasshouse ICM audience
- Work with all departments to identify commercial FOH-based opportunities with a particular focus on Food & Beverage, Public
- Adhere to all Health & Safety protocols
- Adhere to GDPR guidelines
- Any other duties as reasonably requested of you in your role
- Deputise for Audience Experience & Operations Manager or CET Systems Operator when requested
- On occasion you may be expected to work additional hours as Duty Manager. As much notice as possible will be given. All
overtime will be paid at you’re standard hourly rate.
Our commitment to your development
At The Glasshouse, we’re always learning. Through training and support, we’ll help you develop the skills and knowledge you needto thrive in your role. This may be through gaining a qualification, on-the-job training or learning within your team.
We provide you with training in areas such as health and safety and safeguarding when you start work, and you’ll receive annualrefreshers.
Every staff member is on their own training and development journey. You’ll work closely with your manager to identify what yourjourney will look like at The Glasshouse. If you have a specific interest or you would like to develop your skills in a certain
area, we want to hear about it.
Diversity, Equality, and Inclusion
At The Glasshouse, we encourage a working environment that’s welcoming, inclusive, and diverse. Different backgrounds, views andexperiences are valued so everyone can be themselves.
Our venue and programmes are for everyone, so we want to make sure this opportunity is available to everyone, no matter yourbackground or the challenges you’ve faced.
For example, we would love to hear from you if you:
- Are D/deaf. Have a disability, learning difficulty or significant long -term health condition which affects your daily life
- Describe yourself as neurodiverse (this might include dyslexia, dyspraxia, dyscalculia, ADHD, autistic spectrum, and others)
- Grew up in a family receiving Universal Credit or state benefits
- Have ever lived in council or social housing or been on the housing register
- Have ever lived in sheltered accommodation or experienced homelessness
- Experienced being in care at any point in your life
- Have been a refugee or asylum seeker
- Are from the African, South, East and South–East Asian, Middle East, Latinx or North African diaspora, or have experienced
- These are some common examples of challenging circumstances but there may be others. Everyone is welcome to apply.
- We do not discriminate because of race, colour, religion, gender or gender identity, sexual orientation or expression, age,
disability or any other protected characteristic as outlined in the Equality Act 2010.
Safeguarding children, young people and vulnerable adults
We are committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all of thosethat work with us to share this commitment. We operate a robust safeguarding framework and continuous assessment and development
to support safer working practice across out workforce. Our roles are subject to a safer recruitment process which includes
relevant background checks and the disclosure of criminal records, sanctions, and investigations where appropriate. This position
is eligible for an Enhanced DBS/ with a check of the Children’s / Adult’s Barred List.
Our application process
Closing date for applications: 27th January 2025, 5pmInterview date: Monday 3rd or Thursday 6th February
We understand that interviews can be a nerve-racking experience. We want you to feel comfortable so you can be yourself andshine!
If you have any questions about the role or the application process, please contact Isabella, People Coordinator atrecruitment@theglasshouseicm.org
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