House Officer

Our client, a large Public Sector Organisation requires a House Officer based in Newtownabbey.

Role: House Officer

Location: Newtownabbey

Hours of work: 37 hrs per week, Mon to Friday 9AM to 5PM

Hourly Rate: £20.02

LOCATION OF POST:

Newtownabbey

As a member of the Arts and Culture section of the Operations Department the House Officer will be expected to contribute to the work of the Operations Department with particular responsibility for the effective management of cultural facilities for all performances, conferences and events staged by the Arts and Culture Section.

MAIN PURPOSE:

To contribute to the effective service delivery within the Arts and Culture section assisting with the development, management and promotion of cultural facilities, conferencing facilities and programmes, and for delivering excellence in customer service.

PRINCIPAL RESPONSIBILITIES:

• As a member of the Arts and Culture team, contribute to the effective delivery of

operational objectives of the Arts and Culture Section.

• Ensure the effective and efficient administration and management of cultural facilities, conferencing services, projects and programmes including adherence to corporate guidelines and procedures, action plans, issuing contracts, contractual arrangements, reports, procurement procedures and financial reconciliation and to ensure the highest standard of customer care.
• Oversee the organisation, co-ordination, implementation and evaluation of the programme of conferencing service and events in the Arts and Culture section.
• Ensure compliance with Health and Safety requirements and legislation, Council's policies and procedures and be part of the Health and Safety Steering Group.
• Undertake risk assessments, safe systems of work, develop and review standard operational procedures for all front of house areas, internal events and conferencing operations, ensuring all external hires provide a comprehensive risk assessment.
• Be familiar with the Fire Alarm System, ensuring that regular test and inspections are undertaken, and daily building checks are completed ensuring that all areas of the theatre and conference facilities are well maintained and presented at all times.
• Report maintenance faults to appropriate service department and oversee contractors carrying out completion of repair work.
• Oversee and implement the sections Access and Equality policy attending meetings of the Access and Equality Group.
• Prepare rotas and supervise daily work for all cleaners and on-call front of house/events staff to include all performances, conferencing and events across the Arts and Culture section, ensuring adequate cover in line with operational requirements, guidelines stipulated by the Council's Safety Manager and the Health and Safety Steering Group and suitable provision for holiday and sickness cover.
• Contact all customers using facilities within the section to ensure Public Liability Insurance cover and a copy of their Risk Assessment, where appropriate making an appointment for the Technical Manager to speak to the company about their technical requirements.
• Adhere to financial procedures and be responsible for accounting for box office, programme and ancillary sales and securing floats and cash. Carryout reconciliation and lodgements and external banking lodgement collection.
• Responsible for the daily operational management of conference service. Ensure audio-visual, I.T. and technical requirements/resources of conferencing areas are in place to meet client requirements. Organise delivery of support services in liaison with other departments and contractors. Reporting faults to Technical Manager.
• Undertake inductions with visiting companies, room viewings, meet and greet clients, acting as conference customers' main contact dealing with issues and liaise with internal departments as necessary to resolve.
• Chair weekly conference functional sheet/report meetings. With internal department representative's and working closely with catering providers in regard to conferencing catering requirements and portering services.
• Responsible for managing and co-ordinating conferencing hire bookings. Respond to applications for hire in person, via telephone, email and process on booking system.
• Following up on all initial contacts, forwarding information and responding to enquiries promptly.
• Act as event co-ordinator for external hire, civic, internal and culture events, and seasonal programmes. Collaborating with other departments and operational staff to ensure high quality service delivery and compilation of event plans.
• Proactively ordering resources necessary for the conference and theatre service to operate. Maintain stocks, inventory and undertake regular stocktakes with the House and Sales Officer monitor and programme the theatres and conferencing telephony/email service particularly during public holidays and dark periods.
• Liaise with the Officer responsible for Arts and Culture Duty Officer rota to ensure sufficient cover. Schedule on call and seasonal staff ensuring a full complement of staff as per operational requirements and suitable provision for holiday and sickness cover.
• Perform the role of Duty Officer and as responsible person in line with the section's procedures for managing the programme of performances, conferencing service and events.
• When required get physically involved in set ups, clear downs service, functional requests to avoid customer delay, and act as a key holder for cultural facilities opening and securing as requested.
• Supervise and schedule staff rota the Front of House Sales team in the absence of the Front of House Sales Officer.
• Assist with the development, implementation and review of Business Plans and annual estimates for the Arts and Culture section and monitor and report on performance relating to the Business Plans and budgets. Contributing to the performance of the Arts and Culture section to ensure key performance indicators for the section are achieved.
• Responsible for the delivery of training for on-call Duty Managers and on-call Events Staff as necessary and to personally undertake training as required to progress the Arts and Culture section.
• Deputise for the Arts Services Manager as required, and the Conferencing and Cultural Events Manager on conferencing and events issues.
• To work varied shifts and flexibly across all arts and culture venues in accordance with operational needs. Ensuring necessary high standards of service delivery and consistency are achieved.

The principal responsibilities listed above are an indicator of the main aspects of the role as opposed to representing a definite list.

GENERAL RESPONSIBILITIES:

• Demonstrate a team approach to achieving the objectives of the Section through full flexibility in relation to tasks undertaken.
• Provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion. Recording complaints, compliments and outcomes on the Council systems.
• Continuously develop personal knowledge and skills to enhance internal and external customer service.
• Comply with Council's policies and procedures including those relating to health, safety, wellbeing and safeguarding.
• Promote equality and diversity by demonstrating appropriate behaviours in line with Council values.
• Carry out any other relevant duties which may be assigned including working in other sections of the Department and Council

QUALIFICATIONS

ESSENTIAL:

5 GCSE grades A-C or equivalent, including English and Maths

DESIRABLE:

Hold a third level qualification in a relevant discipline.

EXPERIENCE:

ESSENTIAL:

A minimum of 2 years recent supervisory experience in a customer focused service industry (e.g. Arts, Leisure, Theatre, Conferencing, Performance or Events). Consideration may be given to those candidates who do not hold the above academic qualifications but who can demonstrate at least 3 years' experience as detailed above.

DESIRABLE:

• 2 years management experience in a theatre, conferencing or events public facility.
• Experience using booking management systems.
• Dealing with the public

KEY SKILLS & ABILITIES

An interest in theatre and arts, conferencing and events which is evident by a drive to succeed.

SPECIAL KNOWLEDGE

Good knowledge of Health and Safety Legislation particularly in relation to the daily management of a public building.

OTHER

As the post involves significant physical and manual handling elements, the post holder must be of a satisfactory level of fitness.

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested, please upload your CV to the link provided.