Assistant Visitor Experience Manager

Application Deadline: 29 September 2024

Department: Visitor Experience

Employment Type: Permanent - Full Time

Location: London

Reporting To: Visitor Experience Manager

Compensation: From: £35,800 per year

Description

We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society.

We are seeking an Assistant Visitor Experience Manager to join our Visitor Experience Team at Somerset House. The Visitor Experience team works across Somerset House's cultural programme, 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.

What is the role of an Assistant Visitor Experience Manager at Somerset House?

Visitor Experience

Ensure an excellent standard of visitor engagement, providing a friendly welcome and responsive visitor experience.
Oversee the general daily operations of the site and programme on a day-to-day basis, including chairing meetings with key teams on site to ensure a positive and safe visitor experience daily.
Brief and manage the on the ground Visitor Experience Team and volunteers, monitoring service.
Line management responsibilities of an allocation of VEAs.
Manage our team of volunteers ensuring training, induction, retention and recruitment.
Share your knowledge and enthusiasm about Somerset House and its programme with our visitors.
Actively assist visitors with access requirements and promote an inclusive environment.
Devise and deliver training and ensure on-going refresher training takes place with all Visitor Experience Assistants and volunteers including Tessitura (our ticketing/CRM system), customer service and role specific inductions.
Ensure appropriate HR procedures are maintained, working alongside the Visitor Experience Managers and HR department to resolve any employee issues and complaints.
Monitor and report back on volunteer performance to the Visitor Experience Managers or Senior Visitor Experience Manager.
Provide excellent organisational and project management skills to successfully lead on certain projects, working with other departments across the Trust from planning, to delivery and feedback.
Monitor team rosters, performing regular checks to ensure any staffing or operational issues are resolved efficiently and sympathetically.
Deal with customer complaints and feedback confidently and calmly, with a solution-based approach to challenges.
Ensure all areas of the site are well presented and maintained.
Liaise and work with onsite contractors including security, medics, catering and cleaning teams to ensure high standards are maintained throughout, dealing with any issues that may arise with the contractor/s and making recommendations for improvement of service.
Undertake any other duties and responsibilities as required in line with the obligations of the role.

Health & Safety

Ensure that Somerset House is safe and secure for all our visitors, staff and residents, supporting evacuations as required.
Conduct regular refresher evacuation sessions throughout the year to ensure the Visitor Experience Assistants are confident and able to evacuate safely.
Support the Visitor Experience Managers to ensure all Health & Safety and licensing policies and procedures are adhered to.
Ensure all security and Health and Safety incidents are dealt with promptly, and that incident reporting procedures are implemented, monitored and carried out.

Skills, Knowledge and Expertise

Experience:

Experience managing or supervising teams in a visitor experience or customer service environment.
Experience overseeing day-to-day operations for a public venue/site/event programme.
Experience of staff rostering.
Demonstrable experience of project management, ensuring agreed activities are delivered timely and effectively.
Supported the delivery of training to large groups.
Experience with ticketing systems (Tessitura preferred), with good understanding of ticketing and event requirements and the ability to manage, assist and train Box Office and Admissions staff.

Skills:

Evident leadership skills - able to motivate teams to achieve excellence and confidently driving performance.
Confidence in communicating with different teams and clients, setting clear and assertive direction where required.
Ability to manage and diffuse difficult situations with a calm and diplomatic approach.
Excellent problem-solving skills, with the ability to make quick, informed operational decisions.
Exemplary organisational and delegation skills, with the ability to manage multiple priorities, working both independently and collaboratively as part of a team.
A commitment and a passion for ensuring an outstanding visitor experience to a diverse audience.
An enthusiasm for Somerset House Trust and our programme.

Please see the attached job description for further information.

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.

- Mental health support and guidance from our in-house trained Mental Health First Aiders.

Holiday

- Enhanced annual leave – 25 days plus bank holidays (pro rata).

- Birthday leave - additional day leave on or within a week of your birthday.

- Extra leave for a special event.

Other Leave

- Sick leave – 20 days full pay, followed by 20 days half pay.

- Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent.

- Enhanced maternity pay.

Pension

- 8% employer pension contributions.

- No minimum requirement for employee contributions.

- Option for salary exchange.

- Interest-free loans.

- Season ticket loan.

- Cycle to Work scheme.

Discounts, offers and free stuff!

The list is endless and includes tickets to Somerset House events and even access to most exhibition launches.

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Somerset House jobs

Assistant Visitor Experience Manager