Join Cambridge Live Recruitment Information Pack

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Join Cambridge Live

Recruitment Information Pack

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

Cambridge Live

Recruitment Information Pack

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:

  • 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
Cambridge Folk Festival

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

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-of-the 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

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

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.

Aims and 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.


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.

  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.


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 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 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.


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.


Staff management

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

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

  • Proof of the right to work in the UK will be required

  • References will be checked prior to employment

  • Flexibility is required to undertake non-office hours at some events




A good level of Maths and English at least to GCSE standard

Knowledge of Health & Safety regulations

Awareness of Equal Opportunities

Knowledge of Safeguarding including specifically the protection of young people and vulnerable adults

First Aid qualification (desirable)

SIA qualification (desirable)

Duty Management experience in a similar comparable arts, entertainment and conference venue.

Experience of working with wedding and conference clients.

People management experience

Proven customer care skills

Experience of working to targets and deadlines

Good communication skills, both written and oral

Cash handling and ability to reconcile cash takings

Good IT literacy

Good team management skills

Skills in using social media

A proactive approach

A strong team player

A flexible approach

A customer centered attitude

Outcome focused

Demonstrating a personal responsibility for delivering and excellent service.

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.

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.

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 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:

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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