Visitor Engagement Supervisor

4 weeks ago

London, Greater London, United Kingdom The Church of England Full time
Visitor Operations Supervisor

We are seeking a highly skilled and experienced Visitor Operations Supervisor to join our Visitor Engagement team at St Paul's Cathedral. As a key member of our team, you will be responsible for leading a team of Visitor Experience Assistants in delivering exceptional customer service and creating a warm welcome for visitors.

Main Responsibilities
  • Operational Excellence: Ensure that the VEA team provides a high-quality visitor experience, including a warm welcome, assistance during the visit, and resolution of any issues or complaints.
  • Team Leadership: Lead a team of VEAs, setting objectives, monitoring performance, and providing coaching and development opportunities.
  • Administrative Tasks: Complete daily tasks, including pre-opening checks, floor walks, and safety checks, as well as managing staff rosters and timesheets.
  • Customer Service: Provide exceptional customer service, including handling complaints and resolving issues in a professional and courteous manner.
  • Commercial Income: Support the team in increasing commercial income, including the sale of guidebooks, tours, and other initiatives.
Person Specification
  • Essential Experience: A passion for visitor engagement, excellent customer service, and experience in a heritage or public engagement setting.
  • Desirable Experience: Experience in managing staff in a heritage or religious establishment, working with volunteers, and using ticketing and travel trade vouchers.

We are looking for a highly motivated and experienced individual who is passionate about delivering exceptional customer service and creating a warm welcome for visitors. If you have a strong track record of leading teams and delivering results, we would love to hear from you.

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