TG34309747 Visitor Experience and Operations Manager

What you will do (Main Duties and Responsibilities)
Operations Management
• Motivate and manage the Visitor Experience team to ensure an exceptional standard of visitor and artwork care, safety, security, and building presentation at all times.
• Act as Duty Manager on a rota basis. This involves taking overall responsibility for all aspects of public and asset safety and security and visitor care on site during opening hours.
• Work collaboratively with other visitor-facing teams (including Security, Housekeeping, Membership and Ticketing Services, Visitor Communications and Volunteers) to ensure the holistic delivery of excellent customer experience on-site.
• Contribute to the planning and delivery of public programming and exhibitions, ensuring all operational aspects are considered and advocating for the needs of Tate’s visitors.
• Act as safeguarding lead during day-to-day Duty Management, with an awareness and understanding of Tate’s role of protecting the safety of children and vulnerable adults.
• Support the planning and delivery of events, ensuring effective management plans are in place and that all teams are kept up to date. Provide event Duty Management cover on a rota basis (please note that weekend and evening working is required).
• Act as Silver Commander during incidents and emergencies, co-ordinating the response to ensure appropriate emergency procedures are enacted and that incidents are followed through to a successful conclusion in line with training and Tate’s Emergency Response Manual. Ensure effective communications with the Gold Commander and relevant stakeholders.
• Support the Duty Manager in dealing with any emergencies, security incidents or accidents that may occur ensuring the correct procedures are followed.
• Take a proactive approach to safety and security, working closely with Tate’s partners to ensure that teams are well briefed and working in line with agreed systems, processes, and policies, ensuring risks are pro-actively reported and mitigated.
• Work closely with Tate’s Safety, Security and Risk team, ensuring visitor safety is at the forefront of decision making and completing risk assessments as needed.
• Contribute to the review and updating of standard operating procedures as required.


Visitor Engagement
• Act as the final point of escalation for dealing with face-to-face visitor complaints and queries, taking prompt and appropriate action to resolve any issues.
• Champion access for all, ensuring that all programmes and exhibitions delivered meet best practice guidance for accessibility.
• Ensure the team are equipped and supported to deliver family and learning activities throughout the galleries, and champion our family offer.
• Work with colleagues to develop and help create and deliver a programme of activity to enhance the experience of a diverse range of visitors, including families and visitors with additional access requirements.
• Have an up-to-date knowledge of all exhibitions, events and programmes and coach and develop your team to ensure that their knowledge of Tate activities is up to date.

Team leadership
• Line manage a team of Visitor Engagement Assistants, including recruitment, induction, training, development, performance, health, safety and welfare.
• Mentor, coach and motivate the team to use their knowledge and skills to engage visitors and deliver an exceptional visitor experience and customer service.
• Manage the team to ensure that they follow best practice and always adhere to operational health, safety, and security procedures.
• Work closely with the Volunteers team, supporting Volunteers operationally as required and ensuring that they are kept up to date with operational developments.
• Ensure communication between teams is clear and that a culture of continuous improvement is in place.
• Work with the Senior Visitor Engagement and Operations Manager and Head of Visitor Experience and Operations to develop projects that will build on and enhance the visitor experience and carry out any other duties as directed by them as required, providing cover for them as necessary.

What you will bring to the team
• Operational management experience in a customer facing role in a large, fast-paced, public facing environment.
• Proven experience and passion for outstanding customer service and customer care
• Experience of managing and co-ordinating the response to incidents in a busy, customer facing environment.
• Proven ability to remain calm and confident under pressure, using sound operational judgment to resolve complex issues.
• Experience in a line management role, with a proven ability to lead, motivate and develop a team.
• A track record of working collaboratively as part of a team to deliver a high-quality visitor service in a fast paced, public facing environment.
• Experience and an understanding of health and safety and security standards as they affect a large public venue.
• Excellent written communication and interpersonal skills and the ability to deal effectively and confidently at all levels, with both internal and external stakeholders.
• Excellent organisational skills and the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines while staying calm under pressure.
• Good IT skills and ability to use word-processing, database, spreadsheet, Internet and email applications.
• Ability to handle face-to-face customer complaints with ease and authority, and to assess situations using discretion and judgement to find solutions to problems.
• A proactive approach to promoting the principles of equality and diversity in relation to employee and visitors’ needs.

Museum Website: https://careers.tate.org.uk/members/modules/job/detail.php?record=747