Job Description
Job Title
Department
Duty Manager
Communications and Audience Services
Responsible to
Audience Services Manager
Responsible for
Theatre Sales Staff (Front of House, Bar, Food@)
Ticket Sales Staff
Executive Director
Artistic Director
Deputy Executive Director
Deputy Audience Services Manager
Technical Manager
Duty Technician
IT and Facilities Manager
Key working relationships
The Mercury Theatre
The Mercury Theatre Colchester enjoys an excellent reputation for the quality of the work it
produces and presents in its two auditoria and through its many community and education
partnerships. We aim to cement the theatre's position as one of the main centres of artistic
excellence in the East of England by building an audience for a critically acclaimed programme
of drama, dance, music theatre and family theatre at the Mercury and on tour.
Born out of the Colchester Repertory Company in 1937, and relocating to its current home in
1972, the Mercury now boasts a Main Theatre (500 seats), a Studio Theatre (80 seats), full onsite workshop and wardrobe facilities, award-winning customer service, and a turnover in
excess of £3.5m annually, making it both a significant local employer and a major driver of
Colchester’s creative economy.
Vision
Our vision is of the Mercury as a theatre where all the people of Colchester and the
surrounding area can encounter new ideas and untold stories; can meet to experience top
class entertainment; and can unleash the extraordinary power of live theatre to make them
think, feel, express, share and be part of something.
Our vision is of the Mercury as a theatre that contributes regionally to the development of
new talent and new audiences, and carves out a truly national reputation for the quality of the
work that it makes and presents.
Strategic Aims
Create outstanding theatre
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Build a reputation for the quality and innovation of our programme
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Exploit the touring and commercial potential of the work we produce
Reach a bigger and more diverse audience
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Grow and diversify the audience for our programme
Transform the way we work
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Develop a flexible, talented staff team, responsive to changing business needs
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Diversify income streams and build financial resilience
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Ensure that the Mercury infrastructure is fit for purpose
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Develop a robust approach to self-evaluation and risk-management
Purpose of the Post
To support and deputising for the Audience Services Manager in the management and
development of the theatre’s front of house and trading activities acting as a Duty Manager.
Main Duties
Work with the Audience Services Manager and Deputies to manage a team of Theatre Sales
Staff (Front of House, Bar, Food@) and Ticket Sales Staff to ensure the smooth running of our
Restaurant, Front of House and ticketing operations to ensure first class customer care in line
with the Theatre’s values.
Responsibilities
Working closely with the Audience Services Manager you will manage a team of Theatre Sales
Staff (Front of House, Bar, Food@) and Ticket Sales Staff to ensure the smooth running of our
Front of House operations and a first class customer response in line with the Theatres values.
You will be knowledgeable about all forthcoming productions and activity, and will inspire
enthusiasm about our events and offers in your colleagues.
1. To act as the principle point of contact with and for customers
2. To oversee delivery of functions and hires of the Theatre and to assist in the develop
this area of our business
3. To oversee trading and merchandise sales including bar stock, kiosk, ice creams and
other associated merchandise
4. To oversee the operation and development of access for disabled audiences and users
of the building
5. To act as a performance duty manager: Providing a management interface with the
public; being responsible for all emergency procedures for both staff and the public;
providing first aid cover; managing theatre sales staff, ticket sales staff and restaurant
staff; ensuring the theatre conforms to any licensing obligations; and ensuring security
of the theatre
6. To act as a key holder and ensure the building is locked and unlocked in a timely, safe
and secure manner
7. To be aware and implement the Mercury’s Health and Safety policies and procedures
8. To report any defects in terms of equipment or building maintenance issues
immediately
9. To complete a nightly show report in a timely manner and ensure distribution to
appropriate Mercury staff
10. To develop and maintain a good working relationship with all members of staff within
the organisation as part of a team environment.
11. To undertake such tasks as may be required from time to time by the Audience
Services Manager and which are commensurate with the role.
This job description is a guide to the nature of the work required of this position. It is neither
wholly comprehensive nor restrictive and does not preclude change or development that might
be required in the future. It does not form part of the contract of employment.
Person Specification
Post: Duty Manager
Personal Qualities
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Self-disciplined, organised and self-motivating
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Ability to work in a team, contributing ideas, supporting other team members and taking
on a lead role on projects as required
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Adaptable and receptive to new ideas and initiatives
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Ability to work under pressure and manage competing deadlines
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Creative flair
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Excellent interpersonal skills with an ability to listen, build rapport and communicate with
people at all levels
Professional Competencies
Essential
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Experience of working with the public in delivering excellent and proactive customer care.
Cash handling
Experience of managing trading – stock management and record keeping
Experience of staff supervision and managing teams
Experience of staff recruitment, training and appraisals
Excellent verbal and written communication skills
Ability to work well both independently and in a team taking initiative within agreed
boundaries
A flexible approach to work with the ability to cope well under pressure
Due to the requirements of licensing authorities the post holder must be at least 21 years
of age
IT literate
Desirable
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Experience of providing a first class, inclusive and accessible environment for disabled
people
Knowledge of issues that relate to physical and attitudinal access for disabled people
Interest in theatre and/or the arts
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Commercial or entrepreneurial experience or aptitude
Valid First Aid at Work Certificate
Clean driving license
Outline of Terms and Conditions
Salary:
£8.53 per hour
Hours:
As per weekly rota.
This post will require the post holder to work unsocial hours,
which will include evenings, weekends and public holidays
Annual Leave:
Paid annual leave is given at a rate of 12.07% of average yearly
earnings and paid during the dark periods during the year
Probationary Period:
Three months
Notice Period:
One month by either party in writing after an initial probationary
period during which time the notice period is one week by either
party
DBS Check:
Should your post have regular contact with children and/or
vulnerable adults a DBS check will be required
Pension:
Colchester Mercury Theatre Ltd operates a Stakeholder Pension
scheme. Full details of the scheme are available from the Finance
Department
Other Benefits
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Discount on drinks and meals in the Mercury’s bar and restaurant
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The company offers an interest free season ticket loan

The company encourages attendance at performances with an allocation of tickets to
employees (subject to availability and the Mercury’s ticket policy)
October 2016