Do you have experience of overseeing the operations of a busy multi-use building? Have you led a team of customer-focused staff at a managerial level? Are you a strong communicator with a positive and adaptable attitude? Would you thrive at problem-solving in an ever-changing environment? Would you enjoy encouraging, inspiring and coaching a team of Apprentices starting their career within the arts?
We are seeking a highly-organised individual who prides themselves on delivering exceptional service to join us as Operations Manager. As a key member of the Audience Services & Operations management team, you will oversee the smooth day-to-day running of The Other Place and Clore Learning Centre; scheduling all activity at these venues, ensuring they are resourced accordingly and being responsible for the safety and security of those on-site. You will lead and motivate a team of six Operations Apprentices to support you in this, ensuring that they are knowledgeable of the Company’s activities and capable to respond to and deal with all challenges that arise. Working across RSC venues in Stratford-upon-Avon, you will also be responsible for the team of Theatre Guides.
As the Operations Manager you will report to the Head of Audience Services & Operations where some of the main activities and responsibilities will include:
- Provide a welcoming, inclusive and stimulating environment for building users across Stratford sites.
- Ensure that the RSC values and purpose underpin every aspect of the operation and service.
- Proactively ensure daily activity runs smoothly, anticipating and solving potential issues with a positive and efficient approach.
- To be consistently well informed and communicative about all activity within the buildings.
- Encourage a culture of learning, development and positive improvement throughout the Operations team.
- Ensure that The Other Place and Clore remain clearly connected to the rest of the RSC through positive, collaborative, practical working relationships with individuals and departments.
- Devise and develop smooth operational systems and working practices to ensure the many and varied priorities of the venues are balanced.
- Manage room schedules, troubleshoot conflict and balance activity demands.
- Oversee safe working practices throughout the venues at all times.
- Monitor and review departmental, building and fire risk assessments, and ensuring suitable controls are in place and maintained.
- Provide inductions and training for all appropriate emergency procedures for all staff building users.
- Work closely with the Facilities Manager to ensure that the RSC security systems are effective and provide high standards of protection to theatre buildings, staff and visitors.
- Play a central role in ensuring that the buildings are well presented and comfortable with appropriate cleaning and maintenance at all times, through effective communication of issues and faults.
- Oversee the team delivering RSC building tours, be responsible for the provision an excellent standard of customer care, taking a positive and proactive role in promoting the RSC and its activities to all customers in all public spaces.
- Assist the Head of Audience Services & Operations to develop audience and visitor care initiatives and the delivery of the Audience Plan.
- Assist and support the Head of Audience Services & Operations with the development and maintenance of the RSC’s Major Incident Plan.
- Play an active role in the promotion of the RSC’s Equality, Diversity & Inclusion Plan, ensuring this is at the heart of all work carried out within the department.
The ideal candidate will be an organised, thorough, efficient and confident manager, with previous experience in line-management and managing a building, preferably in a customer-facing position. We are looking for someone who brings infectious and inspirational enthusiasm, coupled with a positive and adaptable attitude and the ability to work under frequently changing conditions. Because you will be working with a wide range of people, we need someone who has the ability to build and sustain brilliant, productive, respectful and genuine relationships with colleagues. You should also have a generous and positive staff management style to support the team of Apprentices and Theatre Guides.
This is a full-time position based in Stratford-upon-Avon. You will be working 40 hours per week, across the core operational hours of these sites which are 9am – 9pm, seven days a week. You will be required to provide good availability at these times and a willingness to work differing and/or extra shifts.
The RSC strives for excellence, and values integrity, inclusion, ambition and innovation. We act with respect, show leadership and build resilient ways of working in all our activities.
We aim to create a welcoming, supportive environment which is happy, healthy and safe. We place great importance upon developing a diverse, highly motivated and energised workforce to help achieve our priorities. We put our values at the heart of everything we do.
We are committed to building a diverse workforce and welcome applications from all individuals.
The Royal Shakespeare Company (no. 212481) is a registered charity.
Photo: Sam Allard
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