Join Cambridge Live
Recruitment Information Pack
1
May 2015
Thank you for your interest in the role of Customer Relations Manager for Cambridge Live. I hope
that our recruitment pack will inspire you to get involved and make an important contribution to
arts and entertainment activities in Cambridge.
Cambridge Live is a new charity set up to run the Cambridge Corn Exchange and Guildhalls,
Cambridge Folk Festival and Cambridge City Events; making a key contribution to accessible culture
in the region, and underpinned by a sound commercial basis.
Currently through a wide range of excellent and innovative activities we reach nearly 300,000
visitors each year. An eclectic mix of products and services give the charity a broad base; from the
Brussels Philharmonic and the Philip Glass Ensemble playing at the Corn Exchange to cookery
competitions and weddings in the Guildhall; from Folk Festival workshops on willow sculpture and
children’s instrument-making to Van Morrison and the Fisherman’s Friends; and from festive
fireworks and the Tour de France to Paul Weller and Paloma Faith these all make up the programme
of over 400 performances a year.
The main charitable purpose of the organisation will be the advancement of art for the public
benefit. Quality and excellence underpin all the programming, as well guaranteeing community
outreach and engagement, which will form an important component of this ethos. Our commercial
activities through selling services and space, and managing conferences and other events sit
alongside, operating in the trading company. Cambridge Live became operational on 1 April 2015
when the staff and assets transferred from Cambridge City Council. The organisation is run on a day
to day basis by a Managing Director and a team of approximately fifty staff, who are employed by
the charity. Cambridge Live’s turnover is circa £5m per annum.
This new organisation has been set up as a charitable company, limited by guarantee and governed
by a board of trustees who will also act as company directors. The board is led by the founding chair,
Sara Garnham, and consists of eleven trustees in total including two nominated by Cambridge City
Council.
If you are excited about the prospect of contributing to this new organisation and believe you have
the high-level skills, experience, energy and commitment required, then we would be delighted to
hear from you.
Sara Garnham
Founding Chair,
Cambridge Live
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Cambridge Live
Recruitment Information Pack
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May 2015
Welcome to Cambridge Live
1. Background Information
Cambridge Live
Currently reaching over 300,000 people each year who engage in the activities to be managed by the
trust, the organisation will take on the responsibility to deliver the main cultural agenda in
Cambridge and for the region:
Cambridge Live:
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Manager of the largest regional arts venue with a max capacity of 1738 and annual
performance of more than 220 events
Manager of the Cambridge Folk Festival which celebrated its 50th birthday in 2014 with a
maximum capacity of 14,000 and over 250 performances, workshop and events over the
weekend it is acknowledged as a leading world folk festival
Deliverer of a summer programme reaching over 62,000 people with a range of events;
many free to attend
Developing the use of the Guildhall public spaces which currently host over 150 diverse
events attracting 35,000 visitors
To see more of how our customers enjoy the programme go to www.cambridgelivetrust.co.uk
Cambridge Folk Festival
www.cambridgefolkfestival.co.uk
Cambridge Folk Festival, ‘Europe’s most prestigious folk festival’ (The Times), is one of the longest
running and most famous folk festivals in the world. Now in its 51th year, the festival has featured
legendary artists - Joan Armatrading, Emmylou Harris, Jimmy Cliff, Jools Holland and Van Morrison to
name but a few. It also has been, and continues to be, a launch pad for new folk artists with an
amazing before-they-were-famous back catalogue including KT Tunstall, Mumford & Sons, Laura
Marling and Newton Faulkner. The festival is a regular sell out event with 14,000 people attending;
it is broadcasted to around 13 million people nationwide via media partnerships including Sky Arts
and BBC Radio 2. The Festival’s appeal goes beyond its enviable programme; set in a beautiful
intimate park location with cool campsites, the festival aims to promote ethical and environmental
responsibility and is a regular winner of A Greener Festival Award. Cambridge Folk Festival was
honoured with the Lifetime Achievement Award from the 2014 BBC Radio 2 Folk Awards.
Endless reinvention of traditions is the name of the Cambridge game, and “Folk” doesn't begin to cover the full
range of what's on offer – Independent 4th August 2014
Cambridge Corn Exchange
www.cornex.co.uk
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Cambridge Corn Exchange is the largest and one of the most versatile entertainment and conference
venues in the eastern region. Built in 1875 to serve as a Corn Exchange and later as an events venue,
it was formally turned into a concert hall in 1986. Some of the artists who have performed at
Cambridge Corn Exchange include Oasis, Jimmy Carr, Amy Winehouse, Eddie Izzard, Darcey Bussell,
Sir Simon Rattle, Jools Holland, Van Morrison, Chuck Berry and Thom Yorke, to name but a few. The
venue’s flexible space works in many formats, from a 1300 seated theatre to a 1,738
standing/seated capacity rock concert with many variations in between. Today Cambridge Corn
Exchange is an attractive space for the corporate and even international conferencing market as well
as the rock & pop and comedy touring industry and has a well-supported and expanding large-scale
classical music programme.
The Corn Exchange has recently had an image overhaul, new branding was introduced in 2012 and
included a rework of the What’s On Guide as well as the website. As part of this, the venue has
established a new direction in programming which aims to include the well-loved but also to push
the boundaries with some edgier artistic programming.
We have established an education programme and are committed to fostering new partnerships to
further this work thus enabling it to be far-reaching, sustainable and of high quality. In 2013 state-ofthe art PA and lighting were installed and we continue to develop and maintain our resources so
that the Corn Exchange remains at the forefront of entertainment in the Eastern Region.
Guildhall Halls, Cambridge
www.cambridge.gov.uk/guildhall
Set in the heart of Cambridge City Centre and overlooking the popular market and shopping areas,
The Guildhall is the city’s civic building. It is steeped in history and home to the Guildhall Halls.
There are two interlinked halls – the large and small hall, offering a versatile space for hire. The
large hall features high ceilings, chandeliers and historical portraits, the small hall is filled with
natural light. The halls are well loved by the local community and corporate world alike, the diary is
filled with everything from local art exhibitions to professional conferences, fine dining to classical
music. Its city-centre location gives the venue a most enviable postcode and its close proximity to
the Cambridge Corn Exchange adds multi-site conferencing opportunities. Most recently the venue
has become licensed for civil wedding ceremonies.
3. Job Description
Cambridge Live Job Description: Customer Relations
Manager
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JOB PURPOSE:
The Customer Relations Manager will ensure the highest possible levels of customer service to
visitors, clients and other users of the Cambridge Corn Exchange and Guildhalls.
Reports to: Senior Front of House Manager
Line reports: Event Officers, Stewards
Salary: The appointment will be made on a salary of circa. £28,000 - £31,000 (negotiable, dependent
on experience) with an 8% employer pension contribution. The post will attract 25 days holiday plus
bank holidays. Standard terms and conditions will be commensurate for the sector.
Location and hours of work: Primarily based on our offices in central Cambridge. It is anticipated
that this will be a full-time position of 37 hours per week although the organization will consider
part-time and job-share applications.
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Aims and Outputs/Outcomes
Aims
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Outputs/Outcomes
Client Liaison
To assist in the development and
implement a Customer Service
plan for Cambridge Live.
To ensure that promoters and
event, wedding and conference
organisers receive excellent
customer service when visiting
the Cambridge Corn Exchange
and Guildhalls.
1. To proactively manage the relationship with visiting
production companies, clients and conferences,
both in advance of and during their visit to the
venues ensuring that companies, clients and
conferences receive the highest levels of customer
service for their visit to the venues.
2. To work with promoters to ensure post-event/show
settlements are completed successfully.
3. To undertake post-event debriefs with clients to
ensure ongoing high levels of customer service for
future visits.
4. To proactively represent the organisation in a
professional manner.
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Customer Liaison
To lead on the development the
organisation’s ethos and
approach to Customer Service for
the Cambridge Corn Exchange
and Guildhalls.
To ensure that customers visiting
the Cambridge Corn Exchange
and Guildhalls receive excellent
customer service.
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Internal communications and
team working
Collaborate with the rest of the
Cambridge Live team to maximise
opportunities and build effective
working relationships internally.
1. To write, maintain and review a Customer Service
plan for the organisation.
2. To ensure that customers receive the highest levels
of customer service for their visit to the venues.
3. To lead and develop the Cambridge Live team of
Stewards ensuring customer care is offered to the
highest possible level.
1. To actively liaise with the Cambridge Live
programming team to ensure smooth handover of
communications from clients once booked in at the
venues via ARTIFAX event booking system.
2. To ensure that information on shows and events is
communicated and distributed internally to ensure a
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joined up approach to customer service within the
organisation.
3. To liaise with Cambridge Live marketing team over
audience engagement ensuring smooth processes
for Front of Houses displays and to facilitate evening
activity on the venues’ social media feeds.
4. To liaise with the Cambridge Live Technical Team to
ensure delivery of successful shows and events.
5. To support the Senior Finance Manager on ensuring
financial control of Front of House budgets using
Cambridge Live’s financial system wherever
appropriate.
6. To undertake work as requested by the Senior Front
of House manager and to deputise in their absence.
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Duty Management
To Duty Manage shows and
events at the Cambridge Corn
Exchange and Guildhalls
1. To undertake all tasks associated with the smooth
and successful running and management of shows,
events, conferences and weddings at the Cambridge
Corn Exchange and Guildhalls ensuring the highest
possible level of service to customers, clients and
production teams.
2. To act as a key holder for the Corn Exchange and
Guildhall, opening and locking the buildings as
required by the Senior Front of House Manager, and
to respond to emergencies.
3. To ensure the safety of the general public, clients
and staff ensuring that all Health & Safety, Fire
Officer and emergency procedures are followed.
4. To ensure that events are run in line with the
requirements of the venues’ licensing conditions.
5. To be responsible for reconciling merchandise,
programme, cloakroom and any other related
income.
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Staff management
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To develop and manage Event
Cordinators and Stewards.
1. To assist with staff rotas for Duty Managers and
Stewards are agreed and circulated in a timely
manner.
2. To assist the Senior Front of House manager in
identifying training needs for staff where
appropriate.
Liaison with Cambridge City
Council
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Effective working relationship
and communication with
appropriate City Council teams.
1. To liaise with Cambridge City Council’s Guildhall
Facilities team to ensure a joined up approach to the
smooth running of events, acknowledging the
building’s use also as the Council’s main
administrative and democratic centre.
Person Specification
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Proof of the right to work in the UK will be required
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References will be checked prior to employment
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Flexibility is required to undertake non-office hours at some events
Knowledge
Skills
Values
A good level of Maths
and English at least to
GCSE standard
Duty Management experience in a similar
comparable arts, entertainment and
conference venue.
A proactive approach
Knowledge of Health &
Safety regulations
Experience of working with wedding and
conference clients.
Awareness of Equal
Opportunities
People management experience
Knowledge of
Safeguarding including
specifically the
protection of young
Proven customer care skills
A strong team player
A flexible approach
A customer centered
attitude
Outcome focused
Experience of working to targets and
deadlines
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Demonstrating a
personal responsibility
for delivering and
excellent service.
people and vulnerable
adults
Good communication skills, both written
and oral
First Aid qualification
(desirable)
Cash handling and ability to reconcile cash
takings
SIA qualification
(desirable)
Good IT literacy
Good team management skills
Skills in using social media
Key competencies required for the role
1.Deciding and Initiating Action
Takes responsibility for actions, projects and people; takes
initiative and works under own direction; initiates and
generates activity and introduces changes into work
processes; makes quick, clear decisions which may include
tough choices or considered risks.
2. Working with People
Shows respect for the views and contributions of other team
members; shows empathy; listens, supports and cares for
others; consults others and shares information and expertise
with them; builds team spirit and reconciles conflict; adapts
to the team and fits in well.
3. Leading and Supervising
Provides others with a clear direction; motivates and
empowers others; recruits staff of a high calibre; provides
staff with development opportunities and coaching; sets
appropriate standards of behaviour.
3. Adhering to Principles and Values
Upholds ethics and values; demonstrates integrity; promotes
and defends equal opportunities, builds diverse teams;
encourages organisational and individual responsibility
towards the community and the environment.
4. Writing and Reporting
Writes convincingly; writes clearly, succinctly and correctly;
avoids the unnecessary use of jargon or complicated
language; writes in a well-structured and logical way;
structures information to meet the needs and understanding
of the intended audience.
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5. Creating and Innovating
Produces new ideas, approaches, or insights; creates
innovative products or designs; produces a range of solutions
to problems.
5. Formulating Strategies and Concepts
Works strategically to realise organisational goals; sets and
develops strategies; identifies, develops positive and
compelling visions of the organisation’s future potential; takes
account of a wide range of issues across, and related to, the
organisation.
6. Formulating Strategies and Concepts
Works strategically to realise organisational goals; sets and
develops strategies; identifies, develops positive and
compelling visions of the organisation’s future potential; takes
account of a wide range of issues across, and related to, the
organisation.
7. Planning and Organising
Sets clearly defined objectives; plans activities and projects
well in advance and takes account of possible changing
circumstances; identifies and organises resources needed to
accomplish tasks; manages time effectively; monitors
performance against deadlines and milestones.
8. Delivering Results and Meeting
Customer Expectations
Focuses on customer needs and satisfaction; sets high
standards for quality and quantity; monitors and maintains
quality and productivity; works in a systematic, methodical
and orderly way; consistently achieves project goals.
9. Following Instructions and Procedures
Not challenging authority; follows procedures and policies;
keeps to schedules; arrives punctually for work and meetings;
demonstrates commitment to the organisation; complies with
legal obligations and safety requirements of the role.
10. Entrepreneurial and Commercial
Thinking
Keeps up to date with competitor information and market
trends; identifies business opportunities for the organisation;
maintains awareness of developments in the organisational
structure and politics; demonstrates financial awareness;
controls costs and thinks in terms of profit, loss and added
value.
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5. Recruitment Timetable
The application period will close at midnight on Friday 10th July 2015 and interviews will take place
on Tuesday 28th July 2015.
6. How to Apply
All applicants should apply electronically by submitting the completed electronic application form by
email to join-us@cambridgelivetrust.co.uk with the subject heading: Customer Relations Manager
Please make clear your preferred contact method on the form.
Informal enquiries about the role may be made to the Operations Director:
neil.jones@cambridgelivetrust.co.uk.
The deadline for the receipt of applications is Midnight on Friday 10th July 2015.
Data Protection notice
Cambridge Live complies with the Data Protection Act 1998 under the control of its Confidentiality
and Data Protection Policy. Your information will be stored confidentially and only be used for the
purposes of selection and recruitment for the role of Head of Development. Your information will
not be transferred outside the organisation.
Equal Opportunities Employer
Cambridge Live is an Equal Opportunities Employer which means that all applications will be judged
on the candidate’s individual merit and abilities in relation to the job description for the role and no
applicant will be unfairly discriminated against on the basis of gender, age, disability, religion, belief,
sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which
cannot be shown to be justifiable.
Thank you for your interest.
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