Job details
Pay
- £14.50 an hour
Job type
- Zero hours contract
Location
London WC2R
Benefits
Full job description
Description
The Visitor Experience team works across the cultural programme at Somerset House, including commercial and live events, exhibitions, performances, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.
We are seeking a Visitor Experience Supervisor to join our Visitor Experience team. You will help train and supervise our team of Visitor Experience Assistants, ensuring an excellent visitor experience is delivered in a safe and welcoming environment.
This role requires experience in managing a team in a cultural or gallery-based environment. Experience in ticketing systems, preferably Tessitura, is also required.
Applicants should be available to work 20-30 hours per week, including weekends, however, shifts will be offered in line with the operational requirements of our public programme.
Applicants must be available for an in-person interview w/c 6th January and if successful, prepared for start date soon after in January.
Please see the job pack for further information.
Key Responsibilities
Welcome and Knowledge
- Manage the day-to-day visitor experience and operation of exhibitions or small-scale events.
- Lead by example; be welcoming and attentive to the needs of our visitors, ensuring an exceptional and consistent level of service from the Visitor Experience team.
- Manage customer feedback, resolving situations or escalating where appropriate.
- Lead small-scale briefings with the team where required, delivering important operational information related to the exhibition, event or other activities across the site.
- Work closely with internal stakeholders to help deliver our exhibition programme.
Operations
- Manage the Visitor Experience team on shift, ensuring rotations run smoothly and, if required, coordinate staff breaks.
- Work with our CRM and Ticketing System, Tessitura, to manage the day-to-day Box Office operations, including selling tickets, authorising refunds where appropriate, completing end of day reports and any other additional ticketing information as required.
- Ensure the team maintain attention to detail and work accurately
- Support the Visitor Experience Managers and Assistant Visitor Experience Managers to train the Visitor Experience Team, assisting with the creation and delivery of training documentation.
- Assist with operational planning for the Visitor Experience Team across exhibitions or events.
- Troubleshoot technical or IT issues as required, escalating where necessary.
Safety and Security
- Guarantee staff are fully briefed to ensure the safety and security of our visitors.
- Maintain an up to date and good knowledge of Somerset House’s fire, safety and evacuation procedures, leading on, or supporting, the evacuation of the exhibition or event as required.
- Report all incidents and accidents on site to the Visitor Experience Managers, Assistant Visitor Experience Managers and Security.
- Oversee visitor flow and queue management to ensure an enjoyable experience for our visitors in a safe environment.
- Work closely with the Exhibitions department to supervise and monitor the care of the objects on display.
Presentation
- Ensure all staff are wearing the appropriate uniform and are well-presented at all times, while leading by example.
- Monitor the appearance of the exhibition or event and ensure required standards are upheld.
Skills, Knowledge and Expertise
We are looking for someone who has:
- Experience leading a team to deliver excellent visitor experience, ideally in a cultural or gallery-based context.
- Knowledge of Health and Safety regulations for both public and staff, with experience of monitoring practices and leading on evacuation training.
- Knowledge of ticketing systems, preferably Tessitura.
- A commitment and passion for ensuring outstanding visitor experience to a diverse audience.
- Excellent communication and customer service skills.
- An innovative and hands-on approach to problem solving.
- The ability to stay calm under pressure and diffuse difficult situations with a diplomatic approach.
- IT literacy and is confident with basic AV equipment.
- A flexible approach to work and hours, including evenings, weekends and bank holidays.
Benefits
Mental Health & Wellbeing
- Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed
Pension
- 5% employer 3% employee pension contributions *as long as criteria is met
Discounts, offers and free stuff!
- The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites.
- Discount to local leisure centres
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here. We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society.
Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all, and we value everyone’s unique skills. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity, and inclusion in our workplace. We are committed to equal opportunity and encourage applications from all qualified individuals. We do not discriminate on the basis of age, disability, gender identity, race, religion, sexual orientation, or socioeconomic background.
Where candidates are equally qualified, we will seek to prioritise diversity to help us increase representation across the creative economy and the Trust.
We anonymise all job applications to help avoiddiscriminationin the initial screening stage of our recruitment process. This reinforces our commitment to focusing on the skills and qualifications of all applications from the start.
We’re committed to creating an inclusive recruitment process. Please let us know if there’s anything we can do to help you perform at your best. We’re open to adjusting our process to accommodate your needs.
