Assistant Visitor Experience Manager

Somerset House; London; On-site; GBP 32,000 - 39,000; Full time

Job summary

A leading cultural institution in London is seeking an Assistant Visitor Experience Manager to ensure exceptional visitor engagement and oversee daily operations. The ideal candidate will manage teams, deliver training, and ensure adherence to health and safety standards, contributing to a vibrant visitor experience. With a focus on leadership and inclusivity, you will support a dynamic environment that connects creativity and the arts with broader society.

Benefits

Employee Assistance Programme

Mental health support initiatives

Enhanced annual leave

Pension scheme with employer contributions

Season ticket loan

Discounts for Somerset House events

Qualifications

• Experience in managing or supervising teams in visitor experience.
• Proven experience in project management and overseeing day-to-day operations.
• Experience with ticketing systems and training staff.

Responsibilities

• Ensure excellent visitor engagement and oversee daily operations.
• Line manage Visitor Experience Assistants and deal with customer complaints.
• Conduct regular training and maintain health and safety standards.

Skills

Leadership

Communication

Problem Solving

Organizational skills

Customer service

Project management

Tools

Tessitura

Microsoft Office

Job description

Assistant Visitor Experience Manager

Application Deadline: 19 June 2025

Department: Visitor Experience

Employment Type: Permanent - Full Time

Location: London

Reporting To: Visitor Experience Manager

Compensation: £32,085 - £38,709 / year

Description

We are seeking an Assistant Visitor Experience Manager to join our Visitor Experience Team at Somerset House. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society.

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.

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

• Ensure an excellent standard of visitor engagement, providing a friendly welcome and a responsive and smooth visitor experience.
• Oversee the daily operations of the site and programme on a day-to-day basis, including chairing meetings with key teams to ensure a positive and safe visitor experience.
• Create and deliver daily briefings to ensure the front of house team is well equipped to deliver an exceptional visitor experience.
• Line manage an allocation of VEAs in line with Somerset House’s values and objectives, setting clear expectations and providing regular supervision and feedback. This includes overseeing rota planning, monitoring attendance and conduct, and ensuring the team are equipped and skilled to deliver an exceptional visitor experience.
• Manage our team of volunteers with a focus on training, induction, retention and recruitment, as well as monitoring and reporting on volunteer performance to the Visitor Experience Managers or Senior Visitor Experience Manager.
• 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 regular training with all Visitor Experience Assistants and volunteers including Tessitura (our ticketing/CRM system), customer service and role specific inductions.
• 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 visitors, staff, and residents, supporting evacuations and invacuations as required, while working with the Visitor Experience Managers to ensure all health and 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

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

- Hybrid working based on having 3 days in the office per week (pro rata if part-time)*
- Contribution towards eye tests and glasses
-Trust life insurance scheme
- We offer winter flu vaccination vouchers

* dependent on the needs of the role

Holiday

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

- Birthday leave - additional day leave

- Celebration day - to celebrate anything of your choice

Other Leave

- Sick leave – 20 days full pay, followed by 20 days half pay (pro rata & following 3 months service)

- Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent (pro rata & following 3 months of service)

- Enhanced maternity pay

Benefits

- 8% employer pension contributions, no employee contribution required*

- Option for salary sacrifice

- Season ticket loan

- Cycle to Work scheme

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