ABBA Voyage is a concert like no other, blending cutting-edge technology, spectacular lighting, and some of the most beloved songs ever written. Since the custom-built arena opened in May 2022, the show has been astounding and delighting thousands of visitors from across the world.
We are looking for talented and passionate individuals to join our already world-class team. This is a rare opportunity to be part of something truly iconic and really make your mark.
ROLE OVERVIEW: This role forms part of the Leadership Team within the Visitor Operations department. The post holder, working in a peer group of three, will play a pivotal part in training and inspiring our people to deliver industry-leading customer service at every show, to everyone. Working primarily across our show week (Thursday to Monday), the Arena Duty Manager group will line manage the Visitor Services Team Leaders. Embodying the ABBA Voyage values, the Arena Duty Managers will motivate and empower the Visitor Assistants and Visitor Services Team Leaders to achieve their goals while ensuring the seamless operation of the ABBA Arena.
The post holder will be the Bronze Commander for all front of house operations, taking the lead in any crisis management incident and day-to-day will support Visitor Services Team Leaders with customer recovery during a complaint, handling team members' requests for management support and ensuring everybody is treated with respect. The Arena Duty Managers will have a specialty area of work, Roster and Complaints, Training and Standards, or Audience and Auditorium, which will be decided as the role develops. These workstreams will rotate regularly.
KEY ROLES AND RESPONSIBILITIES:
Please note that these points are only an outline of your main role and responsibilities, and that there will be additional day-to-day duties expected of you to ensure the smooth and effective running of your department and the show.
1. Drive our department's vision of delivering industry-leading customer service at every show, to everyone, by being proactive within the Arena.
2. Role model, at all times, the ABBA Voyage values and ensure that your people do the same.
3. Identify, develop, and deliver training requirements, in consultation with the Head/Dep Head of Visitor Operations to the wider team.
4. Confidently coach and guide your direct reports, helping them to achieve and exceed their defined goals.
5. Effectively manage conflict resolution and customer recovery, assisting Visitor Services Team Leaders when required with customer complaints.
6. Authorise and support the Visitor Services Team Leaders and SIA Supervisors where ejections may be required.
7. Ensure that post-incident reports are completed, and actions planned to maintain a feedback loop of improvement with all team members.
8. Have overall responsibility for one workstream within your peer group, currently: “Roster and Complaints”, “Training and Standards”, and “Audience and Auditorium”.
9. Develop and maintain clear communication in order to solve local issues that may affect the Arena, visitors, and staff.
10. Report to and support the Silver Commander to ensure the reputation, safety, and service provisions of the organisation are always maintained to the highest level.
11. Encourage curiosity within your own practice and actively encourage this within your teams to ensure that we develop and deliver improvements in our customer service operations.
12. Empower your direct reports through valuable and growth-based one-to-ones, goal review meetings, and developmental activities.
13. Confidently lead on grievance and disciplinary procedures.
ABOUT YOU:
A Customer Champion that is confident managing and motivating diverse teams to deliver industry-leading customer service in a busy public-facing environment. A confident coach who will hold difficult conversations and inspire your team in an open and honest environment, fostering a continuous 360-feedback culture to drive performance. As the ABBA Arena welcomes 3000 visitors per show, you must find the joy and motivation in working in such a unique, yet challenging environment.
Confident in managing large audiences during emergency situations, demonstrating a calm and measured approach while addressing a variety of demands within tight time constraints. An effective communicator with a strong ability to influence, encourage, and inspire their people. An expert in de-escalating customer complaints and face-to-face conflict whilst role modelling problem-solving techniques to your team.
A good working knowledge of rosters and rostering software, currently Deputy. You must be confident with Office products such as Excel and Word. The business operates during bank holidays, Christmas, New Year, and late nights. This may affect your work-life balance, and you will need to manage the associated pressures that come with this. You’ll understand that training is key to constantly improve standards and as such will have key skills to lead formal/informal training sessions.
Demonstrate confidence in identifying service gaps and show creativity in engaging your teams to drive improvements. It is desirable to have SIA licencing but not essential.
WHAT’S IN IT FOR YOU:
The opportunity to be part of a revolutionary concert. Competitive salary and bonus scheme, 6% matching pension contributions, 10 complimentary tickets to the show every year, and discounted tickets and Oceanbird Lounge access, Health Care Cash Plan, EAP, and retail discounts.
OUR VALUES:
Brave & Respectful: We take great pride in ourselves and what we do. We deliver our very best for each other, our guests, our partners, and our community.
Better Together: We believe in welcoming people just as they are – unique human beings – and accepting them with open minds.
Like No Other: We are passionate about always moving forwards and going beyond expectations.
DIVERSITY AND INCLUSION STATEMENT:
Here at ABBA Voyage, we strive to be a business where difference is valued and everyone is able to thrive in a culture of equality, inclusion, and belonging. We are committed to providing a truly inclusive environment that reflects today’s society, where everyone is able to bring their true selves to work, and where diverse voices and backgrounds are valued, heard, and well-represented.
We are committed to equal employment opportunities regardless of race, religion, or belief, ethnic or national origin, disability, age, citizenship, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
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