Visitor Experience Team Lead

Bishopsgate Institute; Brighton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A cultural institution in Brighton is seeking a Visitor Experience Team Lead to ensure a warm welcome and excellent visitor experience. You will manage box office systems, oversee the Visitor Experience Assistants, and maintain a proactive approach to customer service. The role requires full-time availability, with flexible hours across 7 days. This position emphasizes customer satisfaction, staff management, and effective communication to enhance visitor engagement and increase program sales.

Qualifications

• Strong experience in customer service and team management.
• Ability to oversee and manage box office systems effectively.
• Experience in coordinating events and reporting.

Responsibilities

• Ensure a warm welcome and excellent visitor experience.
• Oversee customer service processes and manage rota for VEAs.
• Develop and champion visitor experience strategies.

Skills

Customer service

Team management

Box office systems

Proactive communication

Tools

Spektrix

Job description

Bishopsgate Institute is looking for a Visitor Experience Team Lead.

This role is focused on ensuring a warm welcome and excellent visitor experience at Bishopsgate Institute, through the coordination of box office systems, communications with audiences, and management of the Visitor Experience Assistants (“VEAs”).

The Visitor Experience Team Lead oversees our customer service processes, plans staffing and manages the rota process, manages the upload process of programme events to Spektrix and the website, undertakes reporting, and plays a key role in developing and championing the approach to visitor experience at the Institute. Ensuring the delivery of a consistently excellent visitor experience to our customers, audiences, students and staff through the careful supervision of box office, enquiries and visitor services. This includes modelling excellent behaviours and managing others to maintain a highly professional, inclusive welcome and proactive approach to customer service, raising awareness of our offering and increasing sales of our programme.

This position is full-time: 35 hours over 7 days - the role requires you to be available to work any day or evening required by the business over the 7 day period.

Application deadline: Monday 12 January 2026 – 10am