Head of Visitor Operations

5 months ago

Bristol, United Kingdom We The Curious Full time

**Location**: We The Curious is located on the bustling Bristol Harbourside. The majority of operational teams you support will be site based, working in and around our building. You have the option to work from home or other locations that suit you, however due to the nature of work in Operations, you will need to attend site regularly.

**Department**: Operations

**Reports to**: Commercial Operations Director

**Responsible for**: Visitor Experience Manager, Live Science Manager, Retail Manager, Memberships and Bookings Manager

**Salary**: £45,000 -£47,000, dependent on experience

**Contract**: Permanent

**Working hours**: Full time 37.5 hours a week

**About We The Curious**
We The Curious is an educational charity and one of the UK's leading science centres.
We produce experiences that bring people together to play, get creative with science and explore different ideas.
We work with partners, locally and nationally, supporting people to be inquisitive, develop new skills and improve their wellbeing.
We are progressive, inquisitive, collaborative, playful and creative.

**Our Why, What & How Our Vision**
What if everyone is included, curious and inspired by science to build a better world together?

**Our Mission**
To connect and empower people through sharing creative experiences which celebrate unknowns in science.

**Our pledges**
- Cultivate Curiosity
- Strive for Sustainable Futures
- Include Everyone
- Build Resilience
- Open Up Science
You can find out more about these in our Manifesto.

**Our Values**:

- Inquisitive - Asking questions
- Progressive - Thinking about what's next
- Playful - Embracing the unexpected with a sense of fun
- Creative - Generating and testing new ideas
- Collaborative - Being inclusive, connecting and valuing

**Our Strategic Priorities**

/ SP1 - We will deliver collaborative, curiosity-led learning projects to reduce inequality and improve life chances.
/ SP4 - To deliver our charitable mission, we will strengthen existing income sources and seek new opportunities to deliver long-term financial security.
/ SP2 - Our team and those we work with will reflect the diversity of our city, delivering a more inclusive experience.
/ SP5 - We will provide opportunities for people to explore new ideas, develop skills and influence scientific research.
/ SP3 -We commit to being a carbon net zero organisation by 2030 and will inspire audiences to take positive action for our planet

**About the role**

Ready to make a real impact? You're about to step into a pivotal role as the leader of four vital teams within our organisation: Visitor Experience, Live Science, Membership & Bookings, and Retail. Working closely with your line manager, Commercial Operations Director, your main goal is to ensure every visitor has an amazing time, feels valued, and stays safe throughout their visit.

From the buzz of peak holiday seasons to the excitement of our evening events like Planetarium Nights, you'll be right in the thick of it, guiding our teams to deliver stellar experiences every step of the way.

But it's not just about the events—it's about the people. Your job is to lead, motivate, and support our fantastic visitor-facing staff, so they're equipped to deliver top-notch service that keeps our visitors coming back for more.

Together, let's build a welcoming and vibrant environment that leaves a lasting impression on everyone who walks through our doors.

**What will you do in this role?**

**Role specific responsibilities**
- You'll be heading up a wonderful team made up of Operational Managers, including the Retail Manager, Membership and Bookings Manager, Live Science Team Manager, and Visitor Experience Team Manager.
- You’ll ensure the smooth sailing of our day-to-day visitor operations, while infusing warmth and care into every interaction. Guided by our strategic priorities, you'll lead with heart, fostering consistency and excellence across all visitor-facing teams.
- Your collaboration with Venue Hire and Estates Services Managers will ensure our customer service and risk management strategies and procedures are consistent across all teams
- At the heart of your role is the creation of unforgettable experiences for both our visitors and our teams. Together with the Inclusion team, you'll champion diversity and inclusivity, ensuring that everyone feels valued and welcomed.
- You'll be a nurturing force for our diverse workforce, guiding them through training and development initiatives that not only enhance their skills but also make work a joyous experience.
- You'll drive improvement and change in a busy environment effectively, prioritising activity based on organisational need whilst bringing teams on a journey with you.
- You’ll connect visitor facing teams with the wider organisation, providing opportunities for clear two-way communication, and clarity on feedback and decision making. You’ll develop career pathway plans for visitor facing teams working with th

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