Visitor Team Lead

Factory International; Greater Manchester, Manchester; On-site; GBP 27,000 - 32,000; Full time

Job summary

An established industry player seeks a Visitor Team Lead to inspire and manage a vibrant team at Aviva Studios. This pivotal role involves enhancing visitor experiences through collaboration, creativity, and effective team management. You will engage with diverse communities, ensuring accessibility and inclusivity in all operations. If you're passionate about creating welcoming environments and thrive in dynamic settings, this opportunity allows you to make a significant impact while working with talented individuals across various events. Join a forward-thinking organization committed to excellence and community engagement.

Qualifications

• Experience managing a diverse team in a customer-facing environment.
• Strong organizational skills to handle multiple priorities effectively.

Responsibilities

• Lead and manage the visitor team to ensure outstanding visitor experiences.
• Collaborate with various departments to foster an inclusive environment.

Skills

Team Management

Project Management

Communication Skills

Organizational Skills

Health & Safety Knowledge

IT Proficiency

Education

Experience in Line Management

Experience in Customer Service

Tools

Microsoft Office

Job description

Closing date - 22 May
Salary - up to£32,000 per annum (depending on experience)

Please feel free to contact us at [e-mail] if you require any support in completing your application.

Visitor Team Lead Job Pack - download here
Visitor Team LeadApplication questions - download here

The Visitor Team Lead is a pivotal role, leading a vibrant team of Duty Managers, Supervisors, and Front of House Hosts, empowering them to deliver an outstanding and inclusive visitor experience at Aviva Studios. No two days are the same in our venue – which hosts a range of work from some of the world’s most inspiring artists, along with warehouse-sized music gigs, community events and commercial hires. We’re looking for a creative and adaptable leader who can organise and inspire our Visitor Team to ensure our audiences feel welcomed, safe and affirmed when they visit Aviva Studios.

You'll be a natural collaborator, working closely with departments across Factory International, helping embed accessibility, care, and community into everything we do. Working closely with operational teams including ticketing, security, volunteering, and wider venue teams, you’ll plan the visitor operations aspects for a diverse range of events and programming. You’ll have strong organisational and project management skills, and be able to work independently as well as part of a team. You’ll need experience of managing people, and an enthusiasm for creating a work environment in which others thrive.

You’ll also occasionally (once or twice a week) be on the rota as Venue Duty Manager at Aviva Studios, acting in a key operational role. This may involve some evening and weekend working.

The key responsibilities for the Visitor Team Lead include;

• Line management of the visitor team at Aviva Studios – including Duty Managers and Supervisors – supporting them to deliver a fantastic visitor experience and core venue and event operations

• Working with the Visitor Team to manage a diverse and creative team of Front of House Hosts, supporting a culture of collaboration and care - as well implementing strategies for recruitment, training, communication and performance management

• Occasionally (once or twice a week) fulfil the role of Venue Duty Manager in the operational structure of Aviva Studios - providing leadership to visitor-facing delivery teams; working with other operational teams on the ground to respond to incidents and motivating staff to deliver outstanding visitor experience

• Collaborate with teams such as Public Engagement and Factory Academy to expand access to roles within our Visitor Team, helping to foster a diverse workforce and ensure Aviva Studios is a welcoming space for communities across Greater Manchester

• Proactively involve volunteers in visitor-facing roles, working with our Venue Volunteering Lead to plan and support meaningful volunteer inclusion – enabling volunteers to contribute to our visitor welcome whilst having a valuable volunteering experience

• Monitor and maintain the safety of visitors, artworks and colleagues by playing a leading role in the oversight, development and delivery of day-to-day risk management and mitigation procedures

• Supporting the Head of Welcome, in scoping and advance planning visitor experience and operations across a range of artistic and commercial programming, ensuring this is aligned with other key operational team such as Security, Volunteering, Ticketing and Retail/F&B

• Work with our Access Team to develop and deliver a high quality accessible experience at Aviva Studios

• Champion Equality, Diversity, Inclusion, Equity and Accessibility ensuring Aviva Studios provides sector-leading consistent experiences for staff and visitors

The person specification for the Visitor Team Lead are;

ESSENTIAL

• Knowledge of communities in Greater Manchester and an interest in creating an inclusive and welcoming environment for all

• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

• Experience of line managing a team of people working asynchronously – providing them with the tools and confidence needed to work independently

• Excellent organisation, communication and project management skills, with the ability to manage multiple priorities effectively
  
  
• Familiarity with Health & Safety legislation, guidance and practical implementation
  
  
• Proven experience of delivering training and support for continued professional development to a team of employees

• Experience of acting in the capacity of a duty manager (or similar role), leading a team in a complex operational environment

• Good IT skills, including proficiency with Microsoft office programs and the ability to pick up systems quickly

• Willing to get take relevant statutory checks eg DBS (Factory International can support with processing and payment)
  

DESIRABLE

• Experience of considering and embedding disability access into a customer-facing service

• IOSH Managing Safely and First Aid qualifications
  
  
• Enthusiasm for training, mentoring and support of emerging talent
  
  
• Experience and/or training in major incident or emergency planning procedures
  
  
• Experience of working with and managing volunteers

• Enthusiasm for training, mentoring and support of emerging talent

When applying please do not rely solely on ChatGPT/AI software for your answers as it may not fully reflect your skills and experience and how they align with this role and we may decide to discount your answer if we believe it is solely generated by AI.