Museum Visitor Experience Lead

The British Museum; Greater London; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Free exhibition entry

Civil Service Pension Scheme 28.97%

25 days' annual leave + holidays + 2.5

Staff parties & social clubs

Employee Assistance Programme 24/7

Job summary

The British Museum is seeking an experienced Visitor Experience First Line Manager to lead and develop a team of Visitor Experience Assistants across our galleries. This leadership role focuses on delivering outstanding visitor experiences, operational excellence, safety and team performance in a busy public environment.

You will manage on-floor leadership, staff deployment, incident response and presentation standards, supporting exhibitions, programmes and events while fostering a culture of

Qualifications

• Proven experience leading, motivating and developing frontline teams.
• Strong people management including performance management and coaching.
• Experience delivering outstanding visitor service in busy public environments.

Responsibilities

• Lead on performance and appraisals, supporting training and personal and professional development.
• Undertake employee relations processes where required.
• Lead proactive, informative and engaging daily briefings.
• Plan and coordinate resources.
• Ensure health, safety and security in public spaces.
• Manage operational situations such as emergencies, incidents and visitor complaints.
• Maintain high standards of presentation throughout the Museum by providing information and guidance to visitors and encouraging feedback.

Skills

Leadership

People management

Customer service excellence

Crisis management

Communication

Organisational skills

Team development

Job description

The British Museum is seeking an experienced Visitor Experience First Line Manager to lead and develop a team of Visitor Experience Assistants across our galleries. This leadership role focuses on delivering outstanding visitor experiences, operational excellence, safety and team performance in a busy public environment.

You will manage on-floor leadership, staff deployment, incident response and presentation standards, supporting exhibitions, programmes and events while fostering a culture of