Visitor Experience Operations Lead

Design Museum; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

33 days holiday + Christmas Eve

35 hours per week

On-site at Design Museum, Kensington

Job summary

The Design Museum in London is seeking an organised Assistant Operations Manager to join our Visitor Experience team. You will plan and coordinate daily operations, manage rotas, payroll and staffing budgets, and lead the team to deliver excellent customer service while meeting KPIs.

You will line manage the Visitor Contact & Insight Coordinator and handle duty management, health and safety, and security. This role is based on-site at Kensington and involves weekend/evening shifts.

Qualifications

• Experience managing complex rotas, payroll processes and staffing budgets.
• Experience delivering excellent customer service and leading and motivating customer-facing teams.
• Duty management experience, including responsibility for health and safety and security in a public-facing environment.
• Strong organisational and problem-solving skills, with the ability to prioritise a changing workload and work effectively under pressure.
• Strong communication and interpersonal skills, alongside good financial awareness and experience of working to KPIs.

Responsibilities

• Plan and coordinate Visitor Experience operations, including rotas, payroll and staffing budgets.
• Identify opportunities to improve efficiency and visitor experience.
• Line manage the Visitor Contact & Insight Coordinator and oversee bookings and enquiries.
• Undertake duty management responsibilities, including health and safety, security and emergency procedures.
• Lead and coach the Visitor Experience team to deliver excellent customer service and achieve operational and commercial KPIs.

Skills

Rotas management

Payroll processing

Staffing budgets

Customer service leadership

Duty management

Health & safety

Security management

Organisation & prioritisation

Communication skills

Interpersonal skills

Tools

Payroll software

Job description

The Design Museum in London is seeking an organised Assistant Operations Manager to join our Visitor Experience team. You will plan and coordinate daily operations, manage rotas, payroll and staffing budgets, and lead the team to deliver excellent customer service while meeting KPIs.

You will line manage the Visitor Contact & Insight Coordinator and handle duty management, health and safety, and security. This role is based on-site at Kensington and involves weekend/evening shifts.