Assistant Visitor Experience Manager

The Visitor Experience team works across the entire cultural programme at Somerset House, 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.

Please note, interviews will be conducted on Friday, 7th November.

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

Ensure Somerset House’s policies and procedures are maintained, working alongside the Visitor Experience Managers and People Team to resolve any employee issues and complaints.
Provide excellent organisational and project management skills to successfully lead on allocated 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. Directly address any issues that may arise with the contractor/s and make recommendations for improvement of service and maintenance as appropriate.
Ensure that Somerset House is safe and secure for all our visitors, staff and residents, supporting evacuations and invacuations as required, whilst working with the Visitor Experience Managers to ensure all Health & Safety and licensing policies and procedures are adhered to.
Conduct regular refresher evacuation sessions throughout the year to ensure the Visitor Experience Assistants are confident and able to safely evacuate.
Ensure all Health and Safety incidents and security issues are dealt with promptly, and that incident reporting procedures are implemented, monitored and carried out.
Undertake any other duties and responsibilities as required, in line with the obligations of the role.

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 a good understanding of ticketing and event requirements and the ability to manage, assist and train Ticket Office staff

Skills:

Evident leadership skills - able to motivate teams to achieve excellence and confidently drive performance
Confidence in communicating with different teams and clients, giving 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, including experience of planning and implementing initiatives to enhance accessibility, inclusivity and diversity across our programme
Proficiency in Microsoft Office and comfort with operational systems
First Aider and Fire Marshal training
An enthusiasm for Somerset House Trust and our programme

Benefits

Mental Health & Wellbeing

- Contribution towards eye tests and glasses

-Trust life insurance scheme

- We offer winter flu vaccination vouchers

* dependent on the needs of the role

Holiday

Other Leave

Benefits

Discounts, offers and free stuff
-The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites

-Discounts in Somerset House cafes and restaurants

-Discounts with various high street retailers and restaurants

-Discounts to local leisure centres

*following 3 months of employment

About Somerset House Trust

Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking

here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.

Our Commitment to Anti-Racism, Diversity and Inclusion:

discrimination

in the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.

We're committed to creating an inclusive recruitment process. Please let us know if there's anything we can do to help you perform at your best. We're open to adjusting our process to accommodate your needs please email people.team@somersethouse.org.uk.

The Trust reserves the right to close a job before its application deadline.

Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.

Somerset House Trust operates a hybrid working model which does not allow employees from working outside the United Kingdom

Documents

Our Hiring Process

Don't worry if you don't see any roles you want to apply for now. Register your interest to allow us to contact you when a suitable role meeting your criteria comes along. Unfortunately, the Trust cannot sponsor or take over sponsorship of an employment Visa at this time.