A brilliant opportunity for a charismatic and friendly Assistant Visitor Experience Manager to join the team at an iconic museum in London. This is a temporary assignment - 12 weeks, 4 days per week.
The role
This is a hands-on leadership role where you will inspire and support a large team of Visitor Experience Assistants and Volunteers, ensuring every visitor receives a warm welcome and an outstanding experience. You will play a key part in day-to-day operations, team development and commercial performance, while acting as a duty manager responsible for the smooth and safe running of all public areas.
* Lead and motivate the Visitor Experience team across galleries, welcome points and events
* Share line management responsibilities, including regular one-to-ones, appraisals and team development
* Support recruitment, training and ongoing coaching of Assistants and Volunteers
* Collaborate on and maintain the master rota, ensuring appropriate staffing levels at all times
* Proactively manage staffing gaps, sickness and last-minute operational needs
* Support payroll processes, ensuring accuracy and timely submission
* Champion exceptional visitor service standards and drive engagement and upselling performance
* Support delivery of training initiatives to enhance visitor experience and meet KPIs
* Undertake duty management responsibilities on a rota, including weekends and bank holidays
* Oversee opening and closing procedures and ensure all spaces are safe and well-prepared
* Produce daily team planners and ensure all positions are effectively covered
* Lead on health and safety, emergency procedures and business continuity planning
* Deliver engaging daily briefings to energise and inform the team
* Coordinate events and visitor programmes with internal teams
* Troubleshoot operational and technical issues across public areas
* Maintain accurate reporting, documentation and emergency procedures
How you’ll dazzle us
We are looking for a customer service superstar who’s comfortable in a public-facing environment with practical experience of leading and motivating a team. With excellent attention to detail and consistent level of service, you will have a passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and encourage this culture in others.
You’ll have a confident, friendly, and problem-solving attitude, especially in front of large groups of people and in high-pressure situations.
Excellent computer skills including extensive use of Microsoft Office applications. Showing a willingness to learn about the importance of design in the world around us and be able to support research and training sessions on design knowledge and exhibition content is highly desirable.
Ideally, you will have experience in working with ticketing and/or point of sale systems, have an understanding of risk assessment processes, requirements of the Disability Discrimination Act, health and safety and licensing legislation, be First Aid trained with experience of undertaking a First Aider role and have experience in recruitment, training team members, line management and setting forward job plans.
What's next
Apply now via the form below!
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