Visitor Engagement and Operations Manager

Tate Gallery; Greater London; Vor Ort; GBP 42.000 - 56.000; Vollzeit

Zusammenfassung

Tate Gallery invites applications for a Visitor Engagement and Operations Manager to lead front-of-house operations across world class galleries and act as Duty Manager on a rota basis. You will drive an exceptional visitor experience, manage a team, and coordinate incident responses with emphasis on safety and service excellence.

The role requires strong customer service ethos, health and safety awareness, and proven leadership in a busy public environment.

Qualifikationen

• Experience managing operations in a large public venue.
• Proven ability to deliver outstanding customer service and care.
• Experience coordinating incident responses in a busy front-of-house environment.
• Experience in line management, leading and developing a team.
• Strong written and verbal communication, able to engage internal and external stakeholders.
• Excellent organisational skills with the ability to prioritise and delegate under pressure.

Aufgaben

• Lead front-of-house operations and ensure a seamless visitor experience.
• Act as Duty Manager on a rota basis across Tate Modern and Tate Britain.
• Coordinate incident responses and maintain safety and service standards.
• Motivate, manage and develop the Visitor Experience Assistants.
• Collaborate with cross-site teams to meet Tate's goals and service commitments.

Kenntnisse

Operational management

Customer service excellence

Incident response coordination

People leadership

Team development

Health & safety awareness

Stakeholder communication

Organisational skills

IT literacy

Complaint handling

Equality & diversity advocacy

Jobbeschreibung

Visitor Engagement and Operations Manager

Tate’s vision is to be the most artistically adventurous and culturally inclusive global art museum, enabling our visitors to explore, experience and enjoy every moment of their visit to our galleries.

As an ambassador for Tate, you will make sure we do just that. With extensive management experience in a visitor facing environment, you will be a champion for the visitor. Seeing Tate through our visitors’ eyes, you will be working across front of house teams to ensure that every aspect of the experience is taken into account.

You will be joining our cross-site management team and be responsible for the day to day management in our world class galleries welcoming in excess of 6 million visits per year.

You will manage, motivate and support a team of Visitor Experience Assistants modelling Tate’s values enabling them to use their skill, knowledge and passion to deliver Tate’s goals.

You will also act as Duty Manager on a rota basis across Tate Modern and Tate Britain, taking responsibility for the smooth, safe running of the galleries, coordinating incident responses and delivering a consistent and seamless service.

Tate aims to attract and retain talented people from all backgrounds, including those who may not have prior experience or training in the arts. The successful candidate will be able to demonstrate an excellent approach to customer service, have a strong understanding of the principles of health and safety, and have Duty Management experience in a busy front of house environment. They will have relevant experience of managing people in a public facing role. We particularly encourage applications from Black, Asian, ethnic minority and disabled applicants as these groups are currently underrepresented in the culture sector.

• Operational management experience in a customer facing role in a large, fast-paced, public facing environment.
• Proven experience and passion for outstanding customer service and customer care
• Experience of managing and co-ordinating the response to incidents in a busy, customer facing environment.
• Proven ability to remain calm and confident under pressure, using sound operational judgment to resolve complex issues.
• Experience in a line management role, with a proven ability to lead, motivate and develop a team.
• A track record of working collaboratively as part of a team to deliver a high-quality visitor service in a fast paced, public facing environment.
• Experience and an understanding of health and safety and security standards as they affect a large public venue.
• Excellent written communication and interpersonal skills and the ability to deal effectively and confidently at all levels, with both internal and external stakeholders.
• Excellent organisational skills and the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines while staying calm under pressure.
• Good IT skills and ability to use word-processing, database, spreadsheet, Internet and email applications.
• Ability to handle face-to-face customer complaints with ease and authority, and to assess situations using discretion and judgement to find solutions to problems.
• A proactive approach to promoting the principles of equality and diversity in relation to employee and visitors' needs.