Duty Operations Manager

The Science Museum; City of Westminster; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading cultural institution is seeking a Duty Operations Manager to oversee daily operations, ensure a memorable visitor experience, and coordinate multiple teams. You will be responsible for incident management, meeting service standards, and providing high-quality customer service. The ideal candidate will have experience in a busy, customer-focused environment and possess strong communication skills. Benefits include career growth opportunities, a supportive work environment, and health insurance.

Benefits

27 days annual leave plus bank holidays

Health & Dental Insurance

Career development support

Pension contributions

Discounts on exhibitions

Qualifications

• Experience in visitor or customer experience in a managerial role.
• Ability to manage incident control and coordinate operational activities.
• Strong communication skills to facilitate effective action through others.

Responsibilities

• Manage daily operations on the museum floor and respond to incidents.
• Act as senior manager on-site when required.
• Ensure KPIs and service standards are met for visitors and staff.

Skills

Visitor experience

Incident management

Strong communication

Customer service commitment

Job description

Can you lead operations in a busy, customer-focused environment? Are you experienced in coordinating numerous tasks and making informed decisions? In order to maintain a high level of visitor satisfaction, we are in search of a Duty Operations Manager for a permanent position.

Overview

As Duty Operations Manager, you'll play a key role in upholding high standards and ensuring a memorable visitor experience. Working closely with teams across Visitor Experience, Retail, Catering, Public Programmes, Learning, Security, Cleaning, and Estates, you'll help deliver a seamless, safe, and welcoming environment for all. Based on the museum floor, you'll manage daily operations, respond to issues in real-time, and act as the senior manager on-site when needed. You will ensure KPIs and service standards are met while overseeing the safety, well-being, and enjoyment of visitors, staff, and contractors. You will also coordinate effective responses to any operational challenges involving the public. You will be part of a supportive, collaborative team in a role that brings learning experiences every day, offering continuous opportunities to grow and learn.

Responsibilities

• Manage daily operations on the museum floor and respond to incidents in real time.
• Act as the senior manager on-site when required, coordinating across Visitor Experience, Retail, Catering, Public Programmes, Learning, Security, Cleaning, and Estates.
• Ensure KPIs and service standards are met while safeguarding the safety, wellbeing, and enjoyment of visitors, staff, and contractors.
• Coordinate effective responses to operational challenges involving the public.
• Collaborate with multiple teams to deliver a seamless, safe, and welcoming environment.

Qualifications & Skills

• Experience in visitor or customer experience or in a busy, customer-focused environment.
• Ability to manage incident control, duty management, or coordination of operational activity.
• Strong communication skills and ability to facilitate effective action through others.
• A positive, responsive approach to a range of risks and situations, with the ability to lead and coordinate incident responses.
• Commitment to providing high-quality customer service.

Additional notes

Don\'t feel you meet all the criteria? We welcome you to apply even if your experience doesn\'t match directly. With transferable skills, you could be the right candidate for this or other opportunities we have.

The Science Museum is a captivating, exciting environment. We have large groups of school visits, unique special events, the opening of new exhibits — all taking place under one roof. We host more than 3 million guests annually in a century-old building, creating an environment where each day brings new challenges.

What we offer

• Meaningful work. We\'re a mission-led organisation where the work you do supports us in Inspiring Futures.
• Career growth. We offer enhanced support with personal and professional development.
• Work/life balance. 27 days annual leave in addition to bank holidays, with flexible policies supporting your home life.
• Health & Dental Insurance. Peace of mind from day one.
• Employee assistance programme, Unmind app, and other wellbeing support.
• Colleague networks for discussion, idea exchange, and community.
• Enhanced contributory pension and interest-free loans.
• Discounts on entry to exhibitions, in shops and cafes, and access to NMDC network museums.

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