Deputy Customer Services and Facilities Manager (Part Time)

Job Type:


Purpose of the Role:

  • To support in leading the Front of House team to provide a universally welcoming, courteous, safe, and secure environment at the Queen’s Theatre, Hornchurch for all visitors.

 Main Duties:

  • To be the main representative for the Theatre front-of-house in welcoming visitors, whether attending the performances (in the auditorium, foyer, and elsewhere around the Theatre), or for any other reason.
  • Acting as principal contact for the emergency services as required, managing evacuations and other emergency procedures.
  • Providing full customer facing support for all events, preparing, and resetting public spaces as required.
  • To communicate with both backstage and box office staff to ensure the house opens punctually, audience are seated promptly and safely, performance starts on time, latecomers are admitted where possible and audience leave safely at the end of the performance.
  • To handle all customer complaints and queries during a performance.
  • To ensure the completion and circulation of a house report for every performance.
  • To fulfill accurately and completely internal accounting procedures according to the Theatre’s financial regulations
  • To monitor and support all FOH sales including ensuring all sales points have adequate stock.
  • To maintain awareness of risks and threats throughout the building, and the security and safety of staff and visitors. 
  • To be aware of, and to adhere to and uphold, the Theatre’s policy on Equality of Opportunity.
  • Supporting the recruitment of a diverse team of casual staff
  • To undertake other tasks as may be reasonably required by the Head of Customer Services and the Senior Management team.

Skills & Abilities:


  • Significant experience in a customer facing role
  • Good written English
  • IT skills
  • Knowledge of health and safety issues
  • Money handling and cashing-up experience
  • Enjoy working with the public
  • Excellent interpersonal skills
  • Ability to work under own initiative
  • Positive and flexible approach to problem solving with attention to detail
  • Tact, diplomacy and the ability to remain calm under pressure
  • Interest in theatre and the performing arts


  • Duty manager experience
  • Knowledge of fire safety
  • Customer service skills
  • Manual handling skills
  • Personal licence


  • First Aid at Work is desirable