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Assistant Visitor Experience Manager

2 months ago

London, Greater London, United Kingdom Somerset House Trust Full time
Job Description

Somerset House Trust is seeking a highly skilled and experienced professional to join our team as an Assistant Visitor Experience Manager. This is an exciting opportunity to work in a dynamic and creative environment, contributing to the delivery of exceptional visitor experiences.

Key Responsibilities
  • Visitor Engagement: Ensure a warm and welcoming experience for all visitors, providing responsive and friendly interactions.
  • Operations Management: Oversee the day-to-day operations of the site and programme, including chairing meetings with key teams to ensure a positive and safe visitor experience.
  • Team Management: Brief and manage the Visitor Experience Team and volunteers, monitoring service delivery and performance.
  • Volunteer Management: Manage the recruitment, induction, retention, and training of volunteers, ensuring they are equipped to provide excellent visitor experiences.
  • Training and Development: Devise and deliver training programmes for Visitor Experience Assistants and volunteers, including Tessitura (ticketing/CRM system) and customer service skills.
  • Health and Safety: Ensure the site is safe and secure for all visitors, staff, and residents, supporting evacuations as required.
  • Problem-Solving: Confidently manage and diffuse difficult situations, making quick and informed operational decisions.
Requirements
  • Leadership Skills: Evident leadership skills, able to motivate teams to achieve excellence and drive performance.
  • Communication Skills: Confidence in communicating with different teams and clients, setting clear and assertive direction where required.
  • Problem-Solving Skills: Excellent problem-solving skills, with the ability to make quick, informed operational decisions.
  • Organisational Skills: Exemplary organisational and delegation skills, with the ability to manage multiple priorities, working both independently and collaboratively as part of a team.
  • Passion for Visitor Experience: A commitment and passion for ensuring an outstanding visitor experience to a diverse audience.
Benefits
  • Mental Health and Wellbeing: Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed.
  • Holiday and Leave: Enhanced annual leave – 25 days plus bank holidays (pro rata), birthday leave – additional day leave on or within a week of your birthday, and extra leave for a special event.
  • Pension and Benefits: 8% employer pension contributions, no minimum requirement for employee contributions, option for salary exchange, interest-free loans, season ticket loan, and cycle to work scheme.