Hybrid Visitor Experience & Operations Lead

WELLCOME TRUST; Greater London; On-site; GBP 32,000 - 40,000; Full time

Job summary

Wellcome Collection is seeking a Visitor Experience & Engagement Operations Officer to ensure the safe, smooth, and inclusive operation of the venue. You will act as Duty Manager and First Aider, lead incident responses and support the Visitor Experience team with planning, resource coordination and box office support.

The role requires evening, weekend and bank holiday work as part of a rota, with mainly on-site duties and occasional remote work.

Qualifications

• Experience in a customer or visitor-focused environment and knowledge of operational logistics and delivery.
• Experience working in a visitor facing role in a museum, gallery, library or heritage environment.
• Experience of working in a large inter-disciplinary team.
• A high degree of computer and online literacy with knowledge of Windows/Microsoft applications.

Responsibilities

• Welcome and support visitors, provide information, handle feedback and complaints, and promote an inclusive and accessible experience.
• Monitor galleries, visitor flow and exhibits, maintain presentation standards, and report security, maintenance or technical issues.
• Act as Fire Marshal and First Aider, conduct dynamic risk assessments, support incident management and ensure compliance with health and safety procedures.
• Lead day-to-day venue operations, including opening/closing, team briefings, events, crowd management, escalated visitor issues and emergency responses.
• Manage staffing rotas and resource planning, support meetings and communications, maintain records and systems, and provide box office and project support.
• Support and motivate front-of-house teams, coordinate training and development, manage operational risks and expenditure, and promote diversity, inclusion and organisational compliance.

Skills

Customer-focused environment

Operational logistics

Large interdisciplinary teams

Windows/Microsoft expertise

Job description

Wellcome Collection is seeking a Visitor Experience & Engagement Operations Officer to ensure the safe, smooth, and inclusive operation of the venue. You will act as Duty Manager and First Aider, lead incident responses and support the Visitor Experience team with planning, resource coordination and box office support.

The role requires evening, weekend and bank holiday work as part of a rota, with mainly on-site duties and occasional remote work.