Customer Relations Manager Job description Business unit: Ticketing & Sales Responsible to: Head of Ticketing Responsible for: Customer Relations Supervisor Deputy Customer Relations Supervisor Customer Relations Advisors Key internal contacts: Box Office Operations Manager Ticketing & Box Office Administrator Ticketing Management team Box Office teams Theatre Managers Key external contacts: STAR (The Society of Ticket Agents and Retailers) Ticket Agents (as necessary) Other industry bodies and customer experience networks About Nimax Theatres Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, sohoplace, which has a close operational relationship with Nimax Theatres. Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre. We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings. About the role The Customer Relations Manager will lead and develop the Customer Relations team to ensure world-class customer service is delivered across all interactions, including phone, email, and in-person. They will be responsible for motivating and driving the team, celebrating successes, identifying areas for improvement, and ensuring an efficient, productive, and supportive working environment. This role is based at our Ticketing Head Office and will line-manage a team of 15-20 staff members, including the Customer Relations Supervisor, Deputy Customer Relations Supervisor, and Customer Relations Advisors. The Advisors provide customer service support via phone and email, and also cover the venues' Box Offices as required, meaning they are not always in the office. The Customer Relations Manager will work closely with the Box Office Operations Manager and Ticketing & Box Office Administrator to ensure consistency and clear communication across teams. They will also collaborate with the wider Ticketing Management team, Box Office Supervisors, and the Marketing team to enhance the customer experience. Additionally, this role will lead key projects, such as: · The transition to a new phone system · The ongoing development of the Zendesk email platform · The identification of KPIs and performance targets in collaboration with the Head of Ticketing and the Audience Data & Insights Manager Key Responsibilities Team Leadership & Development: Lead, motivate and empower our Customer Relations team (approx. 15-20 staff across full-time, part-time and casual contracts), ensuring a positive, productive, and supportive work environment. Provide direct line management for the Customer Relations Supervisor, Deputy Customer Relations Supervisor, and Customer Relations Advisors. ensuring consistency in team leadership. Schedule and publish the rota regularly and process team payroll weekly with support from the Ticketing & Box Office Administrator. Conduct regular performance reviews and training sessions to develop staff skills, identifying areas of further development and training. Foster a collaborative and solutions-focused team culture while ensuring that all team members are motivated and empowered. Monitor staffing levels and schedule resources effectively, particularly around high-traffic on sales, balancing operational needs with employee well-being. Customer Service & Complaint Resolution: Oversee all customer interactions via phone (ElasticCX and BabbleCloud), email (Zendesk), and other digital platforms to ensure service quality and consistency. Act as the final internal escalation point for complex customer complaints, ensuring fair and policy-aligned resolutions. Drive a customer-first mindset, ensuring service delivery meets the expectations of a diverse audience base. Ensure adherence to STAR best practices and industry regulations, liaising with external partners as required. Operational Management & Strategy: Work closely with the Head of Ticketing and Audience Data & Insights Manager to establish performance metrics and improvement strategies. Oversee the daily operations of the Customer Relations department, ensuring that KPIs and efficiency targets are met. Collaborate with the Box Office Operations Manager and Ticketing & Box Office Administrator to maintain streamlined communication between Customer Relations and Box Office teams. Lead key projects, including new technology rollouts, system enhancements, and operational improvements. Technology & Process Improvements: Lead the migration to a new phone system, ensuring smooth implementation and training. Oversee ongoing improvements to Zendesk, ensuring it is used effectively to track and manage customer interactions. Proactively seek ways to enhance efficiency, automation, and customer experience through technology. This job description is not an exhaustive document but is a reflection of the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this Job Description must be performed at all times within the Company’s stated guidelines and operational policies. Person specification Essential: · Proven experience in customer service leadership. · Strong team management skills, with experience leading a varied workforce. · Excellent complaint-handling and problem-solving abilities. · A customer-centric approach, ensuring high standards of service delivery. · Proactive, forward-thinking, and adaptable to change. · Confident technology skills, including familiarity with phone systems, CRM platforms (eg. Zendesk), and ticketing software (eg. Nliven) · Ability to work collaboratively with multiple departments, ensuring clear communication and shared goals. Desirable: · Experience working in West End theatre ticketing, theatre customer service, or a similar live entertainment environment. · Knowledge of STAR regulations and best practices. · Knowledge of BECTU regulations and best practices. Terms of Employment: This role is based permanently at our Ticketing Head Office, working 40 hours per week. Shifts will be a mix of 10am-6pm and 12pm-8pm across five days (Monday to Saturday), to align with the Customer Relations department opening hours of 10am-8pm Monday to Saturday. Two days per week will be admin-focused in the management office, with three days per week on the Customer Relations/Phone Room floor with the Customer Relations team. This is a hands-on leadership role, requiring someone who is passionate about customer experience, team development, and innovation in customer service technology. Location: London Department: Ticketing & Sales Employment Type: Full-Time Hours: 40 hours per week – 5 x 8 hour shifts, Monday-Saturday. 2x admin shifts in Ticketing Management office per week 2x operational shifts in Customer Relations department per week Shifts are flexible between 10am-6pm and 12pm-8pm Please apply with a CV and covering letter outlining your experience and suitability for the role. Closing date: 11:59pm on Thursday 3rd April 2025 Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.