Duty Manager

Are you a confident, people-focused leader with a passion for creating outstanding visitor experiences?

We're looking for a part-time Duty Manager to join the team at the Science and Industry Museum in Manchester - a landmark cultural site where innovation, heritage, and science come to life for diverse audiences.

As we continue to grow and evolve our offer, we're seeking a motivated Duty Manager to help us deliver safe, smooth, and inspiring daily operations. You'll lead from the front, overseeing our visitor experience team and helping to ensure every guest enjoys a welcoming and memorable visit.

About the Role

As Duty Manager, you'll be a key player in our front-of-house operations - acting as the senior responsible person on-site during your shifts. You will oversee daily activity across public spaces, events, and experiences, ensuring our standards are met and any issues are handled swiftly and professionally.

With your strong leadership and calm approach, you'll manage incidents, coordinate evacuations, and support your team to deliver service excellence. Your role will be pivotal in delivering the Science Museum Group's ambition to be open for all.

This is a 21-hour-per-week position, working on rolling three-week rota. The shift patterns are as follows:

Week 1 - Monday, Tuesday, Friday

Week 2 - Tuesday, Saturday, Sunday

Week 3 - Monday, Saturday Sunday

What You'll Be Doing

* Act as the responsible on-site manager, taking the lead on all operational activity during your shift
* Manage service issues confidently, including complaints, incidents, or evacuations
* Operate as Incident Controller and member of the Emergency Response Team
* Ensure outstanding customer service and presentation across all public spaces
* Implement and uphold Standard Operating Procedures
* Motivate your team to hit performance and engagement targets
* Provide operational support during events and public programmes
* Support with H&S reporting, investigations, and compliance
* Use CRM systems to manage ticketing, bookings, and data capture
* Contribute to the planning and successful delivery of visitor-facing projects
* Take responsibility for the safe evacuation of the site when required
* Promote and uphold inclusive behaviours across your team
* Support SMG's Health & Safety, incident response, and business continuity frameworks

What We're Looking For

We're seeking someone with strong leadership experience in a visitor- or customer-facing setting, who's calm under pressure and confident in managing both people and processes.

You'll have:

* Experience leading and motivating a front-of-house or customer service team
* A proactive, solution-focused mindset with the ability to adapt to change
* Strong communication skills and the ability to support and develop others
* Confidence managing incidents and responding to emergencies
* A sound understanding of Health & Safety policies and best practices
* A commitment to inclusion and creating a welcoming, accessible environment for all visitors

Some Things You Need to Know

* You'll work on a rota basis, 21 hours per week over 3 shifts, including 1 in 3 weekends off
* Shift patterns are generally 9.15am-5.15pm, with occasional evening work to support events
* You must have the right to work in the UK before starting employment
* A basic or enhanced criminal record check may be required, depending on the role
* We support applications to the Access to Work scheme where applicable

What We Offer

Working for the Science Museum Group means being part of a national team with access to world-class collections, meaningful work, and genuine opportunities for growth. We also offer:

* 27 days annual leave (pro rata), plus bank holidays
* Enhanced contributory pension scheme
* Health and dental insurance for extra peace of mind
* Access to employee assistance and wellbeing programmes, including the Unmind app
* Interest-free loans for travel, home improvements, or unexpected life costs
* Discounts in our shops, cafés, and free entry to exhibitions across SMG and the NMDC network

Open for All is one of the Science Museum Group's five core values and sets out our important aspiration to be a place for everyone. We are working hard to understand our organisation better and to develop a culture that recognises and values different backgrounds, mindsets, skills, experience, knowledge, and expertise. By having greater diversity, we believe that we will be a stronger and better organisation, capable to continue to Inspire Futures.

Museum Website: https://www.aplitrak.com/?adid=aHJzZXJ2aWNlLjAzMTExLjExMTkzQHNjaWVuY2VtdXNldW0uYXBsaXRyYWsuY29t