St Paul’s Cathedral

3 weeks ago

London, United Kingdom The Church of England Full time
We are currently seeking a Senior Visitor Operations Manager, to join our Visitor Engagement team in one of the most iconic buildings in the world, St Paul’s Cathedral.
Purpose of the Job The Senior Visitor Operations Manager (SVOM) leads a visitor-facing team responsible for welcome, information, ticketing, sales and all-round excellent visitor experience. Reporting into the Head of Visitor Operations (HOVO); deputising for this role in their absence, this role has direct operational line management of the team of Visitor Operations Managers (VOMs) and wider responsibility for the Visitor Operations (VO) team.
The SVOM has overall operational responsibility for all visitor engagement-led activities on the Cathedral floor over 365 days of the year.
The SVOM is expected to work closely with the HOVO, and other colleagues across the Cathedral to maintain the relationships needed to ensure cross Cathedral cooperation and to ensure that St Paul’s runs effectively as a place of worship, a visitor attraction and a centre of learning.
This is an essential role in delivering the operational plans for the VO team, but also in supporting the Head of Visitor Operations and working with them on ambitious and innovative strategies and approaches to improve and develop visitor experience.
Main Duties Staff Management and Leadership:
  • Directly line manage the Visitor Operations Managers.
  • In the absence of the Head of Visitor Operations be the first point of contact for:
    • Internal departments
    • External stakeholders
    • Volunteer team leaders
    • Complaints handling
    • Representing the department at meetings
    • Project boards linked with the work of the Visitor Operations Department
  • Undertake training and perform effectively as either Evacuations Director or Deputy Evacuations Director when required, ensuring awareness of the Cathedral’s emergency plans during evacuations or invacuation of the Cathedral.
  • Lead on providing support, coaching and development to the VOM team, translating strategy into operational plans. Setting realistic but challenging performance expectations to ensure that the objectives, behaviours, and a high-performance culture are modelled by the VOMs and mirrored in the work of the wider VO team.
  • Take responsibility for proactively and supportively addressing any development needs or issues within the VOM team and support the VOMs to proactively address any issues within the wider team.
  • Ensure that the team is continuously developing by driving forward workforce planning for the department to enable this. Support the Head of Visitor Operations to ensure that the team is always structured correctly and has the right resources to deliver the department strategy.
  • Support the VOMs in dealing with HR related issues and bring any matters to a successful resolution.
  • Support the embedding of the Cathedral’s vision and values across the team.
Visitor Led:
  • Collaborate with colleagues across the Cathedral to ensure consistent, regular information sharing and communication of all visitor-related information to visitor facing teams and to the wider organisation in support of continually improving service standards.
  • Become knowledgeable in the range of training and development offerings to staff ( Exceeding Visitor Expectations - (EVE)) to support the VOM – Development to roll out that training in-house amongst the VO team.
  • Support the VOM – Development to implement training and development activities, ensuring that the department has the skills and competencies in place to deliver the department strategy and operational plans.
  • Ensure that customer complaints are dealt with / resolved in a prompt and professional manner.
  • Support the Head of Visitor Operations to consistently review and develop the visitor operation.
  • Review current procedures for collecting visitor feedback and develop these to report on both positive feedback and developmental and respond in a timely and appropriate fashion to constructive criticism.
  • Support the HOVO on the implementation of formal Customer Service Standards, setting customer care led KPIs to monitor and feedback on performance.
  • Act as departmental champion for Access & Diversity and lead on departmental projects and initiatives for improving diversity, equality and inclusion both as a team and as a visitor experience.
Events and Engagement:
  • Work with colleagues across the Cathedral to propose and develop new and innovative approaches to visitor engagement activities which drive footfall and income.
  • Alongside Sales & Ticketing and Marketing colleagues, actively analyse visitor feedback, market research, data and any other relevant information from day to day and special events.
  • Supporting the HVO, be a proactive part of Project Boards as requested, planning and scheduling meetings for all events at the Cathedral.
Team Management:
  • Manage the VOM team effectively and proactively to ensure that they are effective in their day-to-day operational management of the VO team.
  • Recognise and acknowledge positive and effective working practices and contributions from the VOM, Supervisor and wider VO team.
  • Hold the VOM team to account for areas of work that need to improve, supporting and coaching where needed to ensure that visitor experience standards are consistently met and that staffing levels are appropriate.
  • Be an active part of the duty management roster for the Cathedral and ensure that there is duty management cover for 365 days of operation. Delivering the daily team briefings when fulfilling the DM role and ensuring that daily briefings are delivered to an appropriate standard by the VOM’s and Supervisors at all other times.
  • Maintain a safe environment for all staff, volunteers and visitors, ensuring that weekly checks are conducted by the VOM/Supervisor team and that issues are reported to the Works Department in a timely fashion.
  • Ensure the Visitor Operations department takes an active role in the operational management of the Cathedral floor. This will require an on-site presence on some weekends and bank holidays across the year, including Easter and Christmas.
  • Lead on the operational planning of three high points in the annual calendar for the Cathedral; Easter, Summer and Christmas.
  • Work proactively with colleagues across the Cathedral to agree all operational requirements and ensure that all logistical and staffing plans are agreed and in place in advance, particularly during large scale VIP events.
  • Work alongside the Sales & Ticketing Manager, as departmental owner of the ticketing system, ensuring ticketing operations are delivered effectively and efficiently to customers, internal stakeholders and other organisations with whom St Paul’s Cathedral works.
  • Lead on the day to day interaction and management of the relationship with the multi-media guide team resulting in an informed and joined-up approach to delivering the visitor experience.
  • Support the VOM – Development, through the translation of the strategic plan into clear operational deliverables that can be reflected in the design and delivery of the training and induction plan for all staff in the VO department.
  • Lead on project development and delivery as required by the Head of Visitor Operations, delegating assigned project related tasks and responsibilities to the VOM team as appropriate.
  • Proactively liaise with Virgers and other colleagues on a day-to-day basis and assume necessary responsibility for collaborative planning for delivery of special services.
  • Attend event planning and other meetings as required.
  • Is a first aider and can fulfil the requirements of being a first responder to emergency situations or first aid incidents.
  • Support the HOVO in the annual review of departmental standard operating policies and procedure, ensuring standards are met and new procedures are compiled, when applicable.
Volunteers:
  • Lead on the day-to-day management, recruitment, induction, training, and retention of Visitor Operations Volunteers, and ensure day to day liaison resulting in an informed and joined-up approach to delivering the visitor experience.
  • Work alongside the HOVO and engage the VOM team in developing new and creative ways to engage volunteers in new initiatives.
  • Support the HOVO in their role as Chair of the Volunteer Team Leader Meetings, keeping action points and following up actions where necessary.
Financial and Commercial Focus:
  • Support the ongoing recovery of the Cathedral by:
    • Working cross-departmentally to maximise the revenue, leading on improving the commercial performance of the team through increased knowledge and introducing KPIs for activities such as visitor satisfaction, customer service, net promoter scores; staff satisfaction; and income generation.
    • Identifying increased opportunities for income such as gift aid on admission, donations, on-site voluntary generations and promotion of membership, café, audio guides and retail products.
    • Ensuring that all income generation targets and activity is in a manner that is consistent with the role of the Cathedral as a centre for worship and mission.
    • Ensuring the effective resourcing of the VO team by manging the staffing budgets, monitoring spending, to ensure budgets are not exceeded, and reporting on drivers of overtime and any other additional costs.
  • Through line management of the VOM’s, ensure that the tills and the security of cash and vouchers is managed at all times, that discrepancies are reconciled, and any concerns raised to you are investigated in a timely fashion.
Person Specification The individual will have a broad range of skills with a key strength in creating and motivating effective teams and delivering exceptional customer service and driving an increase in footfall. Experience of delivering culture change will be vital as will the ability to understand the diverse needs of our visitors. These skills include:
Essential experience, knowledge and skills:
  • A passion for visitor engagement and excellent customer experience.
  • Experience of operationally managing a team of line management level staff, through coaching, KPI’s and translating strategy into operational plans.
  • Experience within a leadership or senior management role in a complex heritage, public engagement, or visitor attraction.
  • Evidence of success in effectively managing, inspiring and motivating a large, diverse team.
  • Experience of influencing and negotiating at varying organisational levels.
  • Experience of managing and working successfully alongside volunteers.
  • Able to quickly build credible partnerships internally and externally.
  • Remains calm under pressure.
  • Experience of effectively managing and responding to complaints from members of the public.
  • Proven experience of managing and leading on strategic and operational cross departmental projects or programmes.
  • Understanding of / experience of working with venue ticketing and till systems.
  • Proven success in implementing strategies and initiatives to improve diversity, inclusion and equality both within a team and as a venue/visitor experience.
  • Experience of implementing and maintaining high standards of customer services and driving commercial activity through coherent KPI’s and objectives.
  • Experience in delivering culture change and / or improvement strategies.
  • Demonstrable personal resilience and supports other to develop the same.
  • Ability to understand the processes of decision-making within a complex organisation.
  • Commercially and financially astute with budget management experience.
  • An understanding of the unique nature of St Paul’s as a place of worship, education, visitor attraction and a place of national focus.
The individual will be in sympathy with, and in their work support, the Christian aims and mission of St Paul’s Cathedral.

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