Visitor Experience Supervisor

**Description**:
The Visitor Experience team works across the cultural programme at Somerset House, including commercial and live events, exhibitions, performances, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.

We are seeking a Visitor Experience Supervisor to join our Visitor Experience team. You will help train and supervise our team of Visitor Experience Assistants, ensuring an excellent visitor experience is delivered in a safe and welcoming environment.

This role requires experience in managing a team in a cultural or gallery-based environment. Experience in ticketing systems, preferably Tessitura, is also required.

Applicants should be available to work 20-30 hours per week, including weekends, however, shifts will be offered in line with the operational requirements of our public programme.

Applicants must be available for an in-person interview w/c 6th January and if successful, prepared for start date soon after in January.

Please see the job pack for further information.

**Key Responsibilities**:
Welcome and Knowledge
- Manage the day-to-day visitor experience and operation of exhibitions or small-scale events.
- Lead by example; be welcoming and attentive to the needs of our visitors, ensuring an exceptional and consistent level of service from the Visitor Experience team.
- Manage customer feedback, resolving situations or escalating where appropriate.
- Lead small-scale briefings with the team where required, delivering important operational information related to the exhibition, event or other activities across the site.
- Work closely with internal stakeholders to help deliver our exhibition programme.

Operations
- Manage the Visitor Experience team on shift, ensuring rotations run smoothly and, if required, coordinate staff breaks.
- Work with our CRM and Ticketing System, Tessitura, to manage the day-to-day Box Office operations, including selling tickets, authorising refunds where appropriate, completing end of day reports and any other additional ticketing information as required.
- Ensure the team maintain attention to detail and work accurately
- Support the Visitor Experience Managers and Assistant Visitor Experience Managers to train the Visitor Experience Team, assisting with the creation and delivery of training documentation.
- Assist with operational planning for the Visitor Experience Team across exhibitions or events.
- Troubleshoot technical or IT issues as required, escalating where necessary.

Safety and Security
- Guarantee staff are fully briefed to ensure the safety and security of our visitors.
- Maintain an up to date and good knowledge of Somerset House’s fire, safety and evacuation procedures, leading on, or supporting, the evacuation of the exhibition or event as required.
- Report all incidents and accidents on site to the Visitor Experience Managers, Assistant Visitor Experience Managers and Security.
- Oversee visitor flow and queue management to ensure an enjoyable experience for our visitors in a safe environment.
- Work closely with the Exhibitions department to supervise and monitor the care of the objects on display.

Presentation
- Ensure all staff are wearing the appropriate uniform and are well-presented at all times, while leading by example.
- Monitor the appearance of the exhibition or event and ensure required standards are upheld.

**Skills, Knowledge and Expertise**:
We are looking for someone who has:

- Experience leading a team to deliver excellent visitor experience, ideally in a cultural or gallery-based context.
- Knowledge of Health and Safety regulations for both public and staff, with experience of monitoring practices and leading on evacuation training.
- Knowledge of ticketing systems, preferably Tessitura.
- A commitment and passion for ensuring outstanding visitor experience to a diverse audience.
- Excellent communication and customer service skills.
- An innovative and hands-on approach to problem solving.
- The ability to stay calm under pressure and diffuse difficult situations with a diplomatic approach.
- IT literacy and is confident with basic AV equipment.
- A flexible approach to work and hours, including evenings, weekends and bank holidays.

**Benefits**:
**Mental Health & 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

**Pension**
- 5% employer 3% employee pension contributions *as long as criteria is met

**Discounts, offers and free stuff**
- The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites.
- Discount to local leisure centres

**About Somerset House Trust**:
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annu