Visitor Experience

2 weeks ago


London, UK, United Kingdom WELLCOME TRUST Full time

Salary: £41, 894 (pro-rated salary)

Closing date: Monday, 16 September 2024

Contract type: Permanent (34 hours per week)

Wellcome Collection is a free museum and library exploring health and human experience, where you can enjoy exhibitions, museum and library collections, public events, and a vibrant shop and café. We also publish books and online stories.

This is a great time to join Wellcome Collection as we embark on an exciting period of change. Wellcome Collection has recently introduced a new ten-year strategy and this role will play an important part in bringing to life our vision of a world where everyone's experience of health matters.

Wellcome Collection is part of Wellcome Trust, a global charitable foundation that supports science to build a healthier future for everyone. Wellcome Trust plans to spend £16bn over the next ten years, funding new discoveries in life, health, and wellbeing, and taking on three global health challenges: mental health, infectious disease and climate and health.

These challenges need the bold science we support, but they won't be solved by science alone.

We are looking for Visitor Experience & Engagement Manager to join our team on a permanent basis.

Where in Wellcome will I be working?

You will be working as part of the Visitor Experience & Engagement team at Wellcome Collection which is at the heart of Wellcomes' work.

The Visitor Experience & Engagement team is key to ensuring visitors engage with everything Wellcome Collection has to offer through a high-quality, interactive and multi-layered experience. This includes every stage of their contact, spanning pre-visit information and planning, in venue interaction and engagement, and post-visit communication and feedback.

You'll have the opportunity to line manage a high performing and motivated team whose focus on content interpretation and quality of visitor engagement make their role distinctive and highly unusual in the sector.

What will I be doing?

As a Visitor Experience & Engagement Manager, you will be responsible for the day to day management of a world class museum welcoming in excess of 600,000 visits per-annum, working to continuously develop the visitor experience, depth of engagement and the accessibility and inclusiveness of Wellcome Collection.

As part of a team of managers you will manage, motivate and drive a team of Visitor Experience & Engagement Hosts and Facilitators, modelling Wellcomes' values and providing a creative, diverse, collaborative environment where strong leadership equips the team to experiment, take risks, get stuff done, and develop their careers.

As Visitor Experience Manager you will have:

  • Line management experience with a track record of delivering results and developing and motivating high performing teams.

  • Experience of venue management in a cultural and / or heritage setting

  • Experience in recruitment and training.

  • Demonstrable experience of acting as the primary point of contact to resolve escalated visitor issues and complaints, taking prompt and appropriate action and dealing with difficult situations.

Is this job for me?

We are looking for someone who can step in with confidence and help us manage the team as well as Wellcome Collection as a venue, and drive forward innovation excellence. A talented individual who can build rapport with staff and lead by example, you will have exceptional people management skills with the determination to hold yourself accountable to your team, colleagues beyond your team, the organisation and our visitors.

We are looking for somebody who:

  • Leads by example with the determination to hold yourself accountable to your team, colleagues beyond your team, the organisation and our visitors.

  • Maintains the ability to build a positive working culture through a strong coaching and collaborative management approach, where team members feel valued and trusted.

  • Understands what motivates people, celebrating achievement at every opportunity, actively challenging poor performance when required, supporting and ensuring improvement.

  • Has the ability to foster an experimental outcome-based culture that values learning and continuous improvement and empowers the team to take ownership and responsibility themselves.

  • Will contribute to a diverse and inclusive culture across the organisation, working across departments.

To apply please upload your current CV and complete our short application.

Interview dates: Week commencing Monday, 21 October 2024

You can view the full job description on our website

You can read more about the benefits we offer our employees on our website

Diversity and Inclusion is at the heart of everything we do

Diversity and Inclusion is a priority at Wellcome. We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes making adjustments for people who have a disability or long-term condition. Please visit our website for more information on adjustments and accessibility, or contact us at .

Upon a conditional offer being made, the successful applicant for this position will be required to undertake a Basic Disclosure and Barring Service (or equivalent) criminal record check to disclose any 'unspent' criminal convictions or conditional cautions under the Rehabilitation of Offenders Act 1974. The criminal record check with not show anything that is 'spent'.

For further guidance on disclosure of criminal records please see this UK Government Guidance. You can view our Policy Statement on the Recruitment of Ex-offenders here. You can view our Privacy Statement here.

#LI-KC1



  • London, UK, United Kingdom Jacksons Lane Full time

    Application deadline: Mon 16 September, 10am Salary: £28,000 to £30,000 per annum pro rata Contract: Permanent full-time Place of work: Jacksons Lane, Highgate, London, N6 Interviews: Friday 20 September 2024 Do you have experience delivering excellent customer service within an arts organisation? This role is to manage all aspects of the customer...


  • London,, UK, United Kingdom ISS Facility Services UK Full time

    Guest Experiences Manager Location: Mayfair and WestminsterHours of work: 40Contract Type: PermanentAs the Client Services Manager for a state-of-the-art location in Mayfair and St Pauls, London, your role is pivotal in ensuring the safety and delivering memorable experiences for colleagues and visitors.The facility prioritises diversity, inclusion, culture,...


  • London,, UK, United Kingdom Artisan People Group Full time

    We are looking for Security Officers with a SIA Door Supervisor Licence to work in a highly renowned London museum. If you are SIA certified and want to get into this exciting industry this could be a great opportunity for you.The main purpose of this role is to ensure the safety and security of the Museum, its visitors, staff and collection by providing a...

  • Receptionist

    2 weeks ago


    London,, UK, United Kingdom Victoria College of Arts and Design Full time

    Company: Victoria College Of Arts and Design (VCAD)Position: ReceptionistLocation: ONSITE, London, UK (SE1 4LG)Salary: £25,000 AnnuallyJob Type: Full - Time (& Weekends, according to timetable)About us:Victoria College Of Arts and Design is one of the UK’s most dynamic and fastest growing private sector Higher Education providers.About the role: The...


  • London,, UK, United Kingdom KMK RECRUITMENT LIMITED Full time

    Front of House Coordinator required to join an award-winning consultancy who provided advice on pensions, investments, insurance, energy, health analytics and employee benefits to FTSE100 & 250 firms. Working for a well established and growing company, with over 1000 people internationally, this is a great opportunity to work with a company who really invest...

  • Receptionist

    2 weeks ago


    London,, UK, United Kingdom Premier Work Support Full time

    The ideal candidate is a detail-oriented team player who will be the first point of contact for visitors at the office, greeting them in a polite and well-spoken manner. You will also be assigned duties as required (i.e. organization of inbound and outbound mail, administrative work, and general clerical support). ResponsibilitiesAnswer and direct phone...

  • Temp Receptionist

    2 months ago


    London,, UK, United Kingdom Impact Creative Recruitment Ltd Full time

    Temp Receptionist Marketing Agency Central London £13.15ph ASAP Start Responsibilities:Greet and welcome guests & employees alike Direct visitors to the appropriate person or departmentAnswer, screen, and forward incoming phone callsMaintain a tidy and presentable reception areaReceive, sort, and distribute daily mail and deliveriesProvide basic information...

  • Security Officer

    3 months ago


    London,, UK, United Kingdom Liberty. Full time

    Please ensure that you have a valid SIA licence when applying for this position.The RoleTo carry out comprehensive Security and Safety duties, to ensure a safe environment for staff, customers, contractors, and visitors.The Security Office role involves working permanent days, permanent nights and a mixture of days and nights when required.Security:•...

  • Receptionist

    7 days ago


    London, UK, UK, United Kingdom Grafton Recruitment Full time

    Receptionist £35,000 per annumWestminster, LondonWe have an exciting opportunity for a Front Desk Receptionist to join a thriving business in London. The ideal candidate will be responsible for providing exceptional customer service and administrative support to visitors and staff.As the Front of House/Receptionist, you will welcome visitors and ensure all...


  • London,, UK, United Kingdom Frameless Full time

    Frameless London is the UK’s first permanent immersive art experience. Breaking the boundaries of digital projection technology, Frameless elevates art to a level never before experienced. Here you are not simply looking at paintings, you are surrounded by them, feeling every brush stroke and splash of colour.Housed in a 30,000 ft2 venue located in the...

  • Retail Manager

    1 week ago


    London,, UK, United Kingdom Chimera RPO Full time

    Retail Manager – Luxury Gifts & Souvenirs (Multi-Site, London)Central London Permanentcirca. £40,000 per annum37.5 hours per week, over 5 days, Monday to SundayOur prestigious client is seeking an experienced Retail Manager with a background in luxury gifts and souvenirs. As the Multi-Site Retail Manager overseeing our London stores, you will play a...

  • Receptionist

    2 weeks ago


    London,, UK, United Kingdom Eden Recruitment Ltd Full time

    Eden Recruitment is excited to be partnering with a dynamic and fast-growing private equity firm to find a dedicated and professional Receptionist to join their team. This is a fantastic opportunity for a motivated individual to be at the forefront of a leading investment firm, ensuring smooth day-to-day operations and creating a positive first impression...

  • Front of House

    2 weeks ago


    London, UK, UK, United Kingdom Red Personnel Full time

    Center Coordinator / Front of HousePermanent positionSite basedLocation c LondonSalary: £28k per annum plus bonus and benefitsInterviews : ASAPWanted a Center Coordinator / Front of House, for a modern London focused property company. Your primary responsibility would be to create a welcoming and efficient atmosphere for all visitors tenants and potential...

  • Receptionist

    3 days ago


    London,, UK, United Kingdom KMK Recruitment Full time

    We have an exciting opportunity for a Receptionist to join 220 passionate media company that are focused on creating great work for their clients and this start with the Reception desk. Working for this independent media agency you will be the first point of contact for this busy and buzzy environment ensuring every call and visitor receives a first class...


  • London,, UK, United Kingdom Vertex Associates - Accountancy and Finance Recruitment Full time

    We're currently working with an international Insurance company who are looking for a Reception Administrator to join them on a permanent basis.We are looking for candidates who have worked within a large company in a similar role. This is a predominantly administrative role, any experience within facilities and as a receptionist is desired. Duties and...

  • Event Coordinator

    4 days ago


    London,, UK, United Kingdom Insight Global Full time

    12 month contract, with extensionsInside IR35Umbrella Rate: £327In this role you will manage the planning, preparation, meeting set up and execution of briefings held at the EBC for a leading cybersecurity firm. As the Executive Briefing Coordinator, you are responsible for creating and delivering an exceptional experience for executives and prospects,...


  • London,, UK, United Kingdom Alchemy Global Talent Solutions Full time

    Alchemy Global Talent Solutions is assisting a global leader who are hiring a Reservations Coordinator to ensure seamless booking experiences.The Reservation Coordinator will work closely with clients from all around the world to establish hospitality needs for their overseas visitors. This will run on a shift bases with occasional weekend...


  • London,, UK, United Kingdom Regent College London Full time

    Job title: Campus Liaison OfficerSchool/Function: OperationsLocation: North London - OnsiteResponsible to: Head of Campus operationsHours: 40 per weekSalary: £25,000JOB DESCRIPTIONOverall purposeCampus Liaison Officers (CLO) are the front facing staff at the sites that make up the Regent College London Campus. Staffing the Reception Desk, CLO’s have the...

  • Senior Receptionist

    4 weeks ago


    London, UK, UK, United Kingdom Lawson Clark Recruitment Full time

    RECEPTIONIST TO LEAD A SMALL TEAM IN THE CITY £40,000For a professional receptionist with a passion for customer service, and some experience leading a reception team, this is an opportunity to join one of the City's most impressive law firms.5 star working conditions and a long list of benefits complement a very competitive salary, and the reception...


  • London,, UK, United Kingdom Frameless Full time

    Frameless London is the UK’s first permanent immersive art experience. Breaking the boundaries of digital projection technology, Frameless elevates art to a level never before experienced. Here you are not simply looking at paintings, you are surrounded by them, feeling every brush stroke and splash of colour.Housed in a 30,000 ft2 venue located in the...