Description
Theatre Royal Plymouth (TRP) thrives on creating memorable experiences for audiences. As the Theatre Duty Manager – Community Engagement & Volunteers, you will play a central role in delivering a gold-standard visitor experience for everyone, deepening their connection with the theatre's work.
This role is a pivotal leadership position, blending customer service excellence, proactive audience engagement, and the complete management of the Visitor Experience (VE) volunteer program. You will be responsible for ensuring every visitor and volunteer has a smooth, enjoyable, and engaging experience.
You will act as a 'face' of the organisation, inspiring your team and volunteers to exceed visitors' expectations and ensuring they receive an inclusive and memorable welcome at every stage of their journey. This offers a chance to combine your passion for theatre with your expertise in customer service, volunteer management, and audience engagement.
You'll need to be adaptable and thrive in the dynamic environment of a major producing and receiving theatre, working flexibly across the week to support the department and organisational programme needs. You will act as a Duty Manager on a rota basis, which includes evenings, weekends, and festive periods.
- Visitor Satisfaction: Maintain a high visitor satisfaction score with an aim for a continuous increase.
- Volunteer Program Health: Track key metrics such as volunteer recruitment, retention, and satisfaction via regular surveys.
- Engagement Activity Success: Measure participation rates and visitor feedback for all activities, tours, and installations.
- Training Completion Rate: Track the completion rate of staff and volunteer training programs.
- Scheduling Efficiency: Track the number of unfilled volunteer shifts, aiming to create efficient schedules.
- Number of Successful Visiting Company Productions: Track the smooth running of visiting companies' experiences and their successful inclusion in engagement activities.
- Lead, motivate, and develop a high-performing team of Visitor Experience volunteers, fostering a positive and professional work environment.
- Recruit, train, and develop enthusiastic and committed VE volunteers to achieve TRP's objectives.
- Design, develop, and implement a comprehensive training programme specifically for VE volunteers, including inclusive customer service, show-specific knowledge, accessibility protocols, and health & safety procedures.
- Oversee the efficient creation and maintenance of volunteer rotas and scheduling, ensuring staffing levels meet operational needs.
- Undertake essential administration for the volunteer programme, including performance appraisals for key volunteer roles.
- Inspire and motivate the volunteers to ensure excellent customer service and operational standards are always delivered during a busy and varied performance schedule.
Please apply via our Careers page