Visitor Experience Duty Manager

Gardens, Libraries and Museums (GLAM), University of Oxford; Oxford; On-site; GBP 150,000 - 200,000; Full time

Job summary

A prestigious university museum in Oxford is seeking a Visitor Experience Duty Manager to lead and support the team in delivering exceptional visitor service. The role requires strong communication skills, the ability to manage diverse visitor interactions, and a genuine enthusiasm for the museum environment. This position offers various benefits, including a contributory pension scheme and generous annual leave.

Benefits

Contributory pension scheme

38 days of annual leave

Childcare services

Family leave schemes

Cycle loan scheme

Discounted bus travel

Qualifications

• Enthusiasm for working in a visitor-facing environment.
• Ability to manage challenging circumstances diplomatically.
• Good understanding of health and safety policies.

Responsibilities

• Lead Visitor Experience Assistants to ensure high-quality service.
• Support security operations and maintain safety standards.
• Collaborate with supervisors to achieve strategic goals.
• Manage visitor queries with professionalism.
• Work flexible hours and assist in moving objects as needed.

Skills

Communication skills

Teamwork

Problem-solving

Customer service

Health and safety awareness

Job description

About the Role

As a Visitor Experience Duty Manager you will lead and support the largest team in the Museum, ensuring Visitor Experience Assistants deliver exceptional service to every visitor.

Key Responsibilities

• Lead and support the Visitor Experience Assistants (VEAs), ensuring high quality visitor service across museum spaces.
• Support security operations by maintaining efficient staffing of public areas and ensuring the team is well trained, motivated, and managed.
• Collaborate with Supervisors, Head and Deputy Head of Visitor Experience to deliver the Museum’s strategic goals and Visitor Experience Team aims.
• Maintain safety standards, manage daily briefings, coordinate staff, and maintain a positive, inclusive working culture.
• Support visitor‑facing volunteers and manage visitor queries and incidents with professionalism.
• Work flexible hours, including weekends, bank holidays, and occasional evenings, and lift, carry, and move objects as required.

About You

• Genuine enthusiasm for working in a visitor‑facing environment.
• Sound judgement, tact, and diplomacy when managing challenging circumstances and a commitment to teamwork and personal development.
• Good understanding of workplace health and safety and the ability to follow relevant policies.
• Flexibility, reliability, and strong communication skills to engage with a diverse audience of visitors and team members.

What We Offer

• An excellent contributory pension scheme
• 38 days of annual leave
• A comprehensive range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans

Diversity

We promote a friendly, inclusive culture and welcome applicants from all backgrounds. We are committed to inclusive recruitment and provide support through the application and interview process.