Duty Officer - North Edinburgh Arts - 18588

Employer: 

Rooted at the heart of our community, North Edinburgh Arts (NEA) runs a community owned, purpose-built, creative space delivering dynamic and sustainable programmes which build confidence, strengthen connections, and challenge perceptions. NEA opens doors and minds. The wide-ranging programme of activities on offer at NEA is underpinned by our unique and layered approach that is:

• Creative
• Trauma Informed
• Sustainable
• Community Led. 

NEA is a Charity registered in Scotland (SC027700) operated by the staff team working with freelance artists, valued volunteers, and partner organisations. NEA is overseen and supported by a Board of Directors, the majority of whom are local residents.

Environment: 

The NEA venue is fully owned by the community it serves and houses a 96-seat theatre, 72-seat café, 6 artist studios, 5 multi-use studios, a music studio, 2 wood workshops, 4 offices, a hot desk mezzanine, third floor greenhouse, and half acre community garden. NEA makes up a third of the MacMillan Hub, and shares an entrance with the Muirhouse Library, the Skills Hub, and the Pennywell Early Years Centre, run by the City of Edinburgh Council.

This is a part time position working 24 hours per week across 4 or 5 days, to include some evenings to 8.30pm and Saturdays 9.30am to 2.30pm. Probationary period will be six months from commencement of employment.

What might a day in this role look like?

The Duty Officer will contribute to the smooth day to day running of all NEA’s public facing operations including Front of House, Housekeeping, Community Café and Maintenance. 

Acting as the first point for all in-person, telephone and email enquires they will ensure visitors to NEA receive a warm welcome and an excellent, enjoyable, safe, and supported experience that reaches or exceeds expectations. The Duty Officer will support the café, front of house, and housekeeping teams in daily/weekly tasks, and assist the Senior Management Team with aspects of venue management and maintenance.

Main tasks:

• Oversee all FOH and café functions with direction from the Operations Manager.
• Deliver a consistent, high-quality service in both the Community Café and Welcome Desk areas, providing a warm and effective welcome to all NEA users and visitors.
• Deal with in-person, telephone, and online enquiries.
• Oversee the safe open and close of the venue and day to day operations. 
• Act as Fire Warden and First Aid lead when on duty.
• Offer support to the Front of House, Housekeeping, Café and Maintenance teams as required
• Deal with Health and Safety concerns directly.
• Demonstrate excellent and consistent standards towards customer service across all public facing activity.
• Ensure all Front of House and Box Office systems are operating appropriately, and all queries are responded to or being processed.
• Contribute to the diary management and room bookings and ensure all events are set up and catered for as required.
• Oversee and contribute to Front of House, Housekeeping and Maintenance activity to ensure the building is maintained to a high standard. 
• Demonstrate conduct and behaviours in line with NEA’s culture & values, and policies as specified in the employee handbook.
• Carry out any other duties within the general scope of the post, as directed by the Senior Management Team.

What qualifications/skills are required?

Essential:

• Positive experience of managing staff within a community setting.
• Previous duty officer or venue management experience. 
• Passion for excellent customer service and participant experience.
• Strong work ethic, attention to detail and willingness to take accountability.
• Confidence and strong interpersonal skills.
• Ability to thrive in a fast-paced environment, calm and flexible when working under pressure.
• Experience in managing behaviour to expected standards and liaising with relevant partners.
• Ability to communicate effectively to a wide range of people both one to one and in a group.
• Evidence of a positive, proactive and flexible approach.

Desirable:

• Knowledge of the communities of North Edinburgh.
• Experience of the technical aspects of theatre/live events.
• Understanding of a trauma informed approach and the impacts of poverty.
• Experience of working in an arts venue.
• First Aid and Health & Safety Training.

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