We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.
Organisation
Kirklees
Directorate
Public Health and Corporate Resources
Service Area
Culture & Visitor Economy
Hours
37
Number of Jobs
1
Location(s)
Across Kirklees
Position type
Permanent
Grade
Grade 9
Salary
£34,434- £37,280
Advert Wording
Are you committed to delivering exceptional customer experiences and building meaningful engagement with communities? Do you thrive in a dynamic, multi-purpose venue environment? Are you passionate about live performance and events? If so, we’d love to hear from you!
About The Role
As Customer Experience Manager, you will shape and elevate the audience journey across Kirklees' landmark performance venues and listed cultural buildings, including our historic Town Halls and community spaces. This role is pivotal in delivering outstanding experiences – from first point of contract, through to event delivery and beyond. You will manage front-of-house and sales teams, collaborating closely with operational managers and artistic stakeholders to uphold our brand standards, enhance service values and ensure every visitor feels welcomed. Bringing the magic of live performance to the communities of Kirklees.
Our Town Halls are at the heart of civic, cultural and commercial life, supporting the Council’s daily business and wider strategic goals.
This role sits within Corporate Strategy, Commissioning and Public Health, and offers the opportunity to make a real impact in how our venues connect with the people of Kirklees.
Key Responsibilities
- Lead and improve customer experience across all touchpoints, both online and in-person
- Collaborate on booking systems and implement transformation plans
- Design and deliver staff training for customer facing teams
- Monitor and develop membership schemes, VIP programmes, and mystery shopper initiatives
- Manage complaints processes and ensure timely, professional responses
- Support marketing campaigns and maximise sales opportunities
- Attend selected events to capture promotional content
- Collaborate on website content, event listings, and promotional materials
- Support audience development through email campaigns, social media, and community outreach
About You
We’re looking for a highly experienced, customer-focused leader who can inspire teams and deliver outstanding service.
Essential Skills & Experience
- Proven experience in managing customer service and leading teams
- Ability to turn feedback into actionable improvements
- Strong stakeholder engagement and influencing skills
- Excellent communication skills (written and verbal)
- Experience with customer complaints systems and service monitoring
- Ability to work flexibly and travel across venues
Ready to make a difference? Apply now via Kirklees Council Careers.
About The Organisation
Kirklees Council is committed to delivering exceptional services and creating vibrant communities. Our Culture & Visitor Economy service operates iconic venues that host events, conferences, and celebrations. Working with us means joining a forward-thinking team that values innovation, collaboration, and customer excellence.
Benefits
Our employees are at the very heart of the services we provide to the community, to help us achieve our ambitions, we want the best possible team. In return, we will make sure you are rewarded with a great range of to support you in and out of work.
Sarah Mason-Dixon is the manager for this role, please contact them on 01484 221000 for an informal discussion, or if you need any more information.
We know there’s a wealth of talent among people who have a disability and we encourage applications from people with all differing abilities. So, if you need any support completing an application form, or any other format for the application or Job Description please contact the Recruitment Team for help by email:or phone: 01484 221000 and ask for ‘Recruitment’.
We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.
Closing date
22 December 2025, 9:00 AM
Important Information
Job Profile/description
Additional document 1 
