JOB TITLE
Supervisor
DIRECT REPORT TO
Duty Manager
RESPONSIBLE FOR
Customer Service Assistants
Application deadline: 31/08/25
This vacancy may close early if a sufficient number of applications are received.
Job Type: Full-time, 40 hours per week
Salary: 28,000 PA plus £500 location allowance
Epsom Picturehouse is a beautiful 6 screen cinema in the heart of Epsom town Centre, which opened it's doors in June 2024. We show a wide range of blockbuster, arthouse, foreign Language and classic films. We also have a stunning bar and café on our ground floor, which is open to daily to film lovers and everyone else in the community.
We are looking for experienced and enthusiastic individuals from a hospitality background, who can bring a passion for excellent customer service and standards to our guests. As a supervisor you will be responsible for setting standards and ensuring the smooth running of the team, and supporting the management team in the daily operations of the cinema.
Please note there is a requirement to work 40 hours per week over any of the seven days with regular work in the evenings and weekends.
In return we offer an incredible package of staff perks with something for everyone, this includes:
Competitive pay, double pay on bank holidays, sales bonuses, late night working allowance, unlimited free cinema tickets, free guest tickets, free Cineworld tickets, free hot and draught soft drinks, food & drinks discounts, paid breaks, increased pension contributions, cycle to work scheme, career development opportunities, company sick pay, employee assistance plan, and free 24/7 virtual GPs.
JOB PURPOSE
To lead each shift by setting the standards of excellent customer service and operational efficiency. You will guide and support the team to fulfill their role to the standard required by Picturehouse, whilst adhering to all company policies and procedures.
You will be the first escalation point for any customer concerns as well as completing administrative tasks where necessary and performing key-holding duties such as opening and closing the building when necessary.
Your duties will include but are not limited to:
Deliver excellent customer service in line with the Picturehouse standards through individuality; engaging guests throughout their journey to maximise enjoyment and encourage repeat visits.
Undertake the role and responsibility of the Customer Service Assistant where required
Support the management team in the delivery of the business KPIs and strategy objectives
Ensure a customer facing presence at all times and assist with front-of-house tasks as required
Maintain regular and effective communication links with the management team and Customer Service Assistants
Participate in management and team meetings as required
Undertake opening and closing responsibilities and duties as required
Create and drive your own development opportunities
MAIN DUTIES
People
Support with the recruitment, induction, and ongoing training process of new staff
Engage our teams to deliver improved business results through effective people management practices including coaching, mentoring, and driving personal accountability, development, and performance
Assist in the development and delivery of team meetings as required
Effective organisation of resources to deliver the operational requirements of the cinema
Customer
Nurture a customer-focused environment by maximising front-of-house presence at key business times to improve the customer journey and overall experience
Uphold the standards required by Picturehouse relating to customer service ‘Nothing is too much trouble’
Cultivate awareness of film products, strands, food & beverage offering, and promotions
Monitor all customer feedback, take action where appropriate, and communicate to the management team
Operational Excellence
Ensure the highest standard of film presentation, cleanliness, maintenance, and operational standards are upheld at all times
Ensure the well-being of all employees, customers, and visitors is in line with Health and Safety Policy, company procedures, and operational guidelines
Mitigate incident risk by ensuring safety and security measures are implemented and reviewed as required
Ensure all relevant licensing, legislative, and business compliance is adhered to
Maintain operational standards to company expectation
Ensure Customer Service Assistants are aware of relevant business information to:
meet business needs
Operate effectively and efficiently
Maximise sales opportunities
Understand and support back-of-house operations to deliver the business objectives (as and when required)
Finance
Manage risk by minimising fraud, cash, and stock loss within the business and maintain banking controls.
Maximise all revenue opportunities including food and beverage and membership through effective management and wider promotional initiatives and incentives
Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.
Note: This job description reflects the present requirements of the post. As duties and responsibilities change and develop the job description will be reviewed and is therefore subject to amendment. May 2023
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