About the role
Head of Visitor Operations is a pivotal role as the leader of four vital teams within the organisation: Visitor Experience, Live Science, Membership & Bookings, and Retail. Working closely with your line manager, Commercial Operations Director, your main goal is to ensure every visitor has an amazing time, feels valued, and stays safe throughout their visit.
From the buzz of peak holiday seasons to the excitement of our evening events like Planetarium Nights, you'll be right in the thick of it, guiding our teams to deliver stellar experiences every step of the way.
But it's not just about the events—it's about the people. Your job is to lead, motivate, and support our fantastic visitor-facing staff, so they're equipped to deliver top-notch service that keeps visitors coming back for more.
What will you do in this role?
Role specific responsibilities:
- You'll be heading up a wonderful team made up of Operational Managers, including the Retail Manager, Membership and Bookings Manager, Live Science Team Manager, and Visitor Experience Team Manager.
- You’ll ensure the smooth sailing of our day-to-day visitor operations, while infusing warmth and care into every interaction.
- Collaborate with Venue Hire and Estates Services Managers
-Creation of unforgettable experiences for both our visitors and our teams. Together with the Inclusion team, you'll champion diversity and inclusivity, ensuring that everyone feels valued and welcomed.
- You'll be a nurturing force for our diverse workforce, guiding them through training and development initiatives that not only enhance their skills but also make work a joyous experience.
- You'll drive improvement and change in a busy environment effectively, prioritising activity based on organisational need whilst bringing teams on a journey with you.
-You’ll connect visitor facing teams with the wider organisation, providing opportunities for clear two-way communication, and clarity on feedback and decision making. You’ll develop career pathway plans for visitor facing teams working with the People Team and wider organisation.
- Financial stewardship will be handled with care, as you manage staffing budgets with prudence and consideration.
- You'll work closely with the Estates team to ensure that all policies and risk assessments are not only in place but deeply embedded in our culture of care.
- Aligned with our broader goals, you'll collaborate closely with the Numbers and Impact team and visitor facing teams to boost income streams, all in support of our charitable aims.
- Your partnership with managers will be marked by openness and collaboration, as you work together to craft and refine operating plans that provide both structure and flexibility.
-You'll work with the Ticketing and CRM team to ensure processes deliver optimum efficiency and experience for visitors, gathering essential data to measure impact.
General responsibilities
- Safeguarding -: 'Responsible for departmental safeguarding risk assessments, compliance and raising any concerns to manager/Designated Safeguarding Officer.'
- Fundraising - Collaborate with the Development team on any funding bids and reports relating to your area of work; where applicable as project lead.'
- General responsibility for departmental compliance with GDPR.
- Due to the responsibilities of this role, you will be required to complete an enhanced DBS check.
- Due to 7 day operation you will be available to support teams on a flexible basis
Application process:
Deadline for applications: Sunday 12th May at midnight
Interview date(s) and location: Wednesday 22nd & Friday 24th May at We The Curious offices
Start date: 18th June 2024
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