Visitor Services Supervisor at Spike Island

THE ROLE

• Permanent contract
• Part time, 21 hours per week
•  £27,500 per annum (FTE)  [ £16,500 pro rata ]

An exciting opportunity has arisen to join the Spike Island team as Visitor Services Supervisor.  We are looking for someone with excellent communication and administration skills to take on this key role at the heart of the Spike Island community.

In addition to its public galleries, Spike Island provides a home to a community of over 70 artists, designers, makers as well as artist-led organisations and creative businesses.  This role will be responsible for overseeing the smooth running of our front our house functions. You will work closely with the operations and communications teams to ensure Spike’s community of studio holders, tenants, artists and audiences have the best possible experience.

We are looking for someone with a proven track record of managing a diverse team to deliver exceptional customer services. You will have knowledge and experience of efficiently resourcing a busy cultural or public building. You will bring enthusiasm for working with the operations team and other staff members and will be a strong communicator with excellent line management skills. You will have a good grasp of different systems and the ability and drive to troubleshoot, and problem solve.

This role also supports the Programming and Communications team to deliver engagement opportunities within the city, helping to develop Spike Island to reach out to communities that may not have visited our Galleries or building before.

This is a varied role which is based on-site at Spike Island in the staff office and on reception. The role will involve working occasional evenings and weekends according to the needs of the organisation, for which time off in lieu will be provided.

This position is offered 0.6 pro rata (21 hrs per week) at £27,500 per annum (FTE) [ £16,500 pro rata ]

JOB DESCRIPTION

Key objectives:

• To directly coordinate and supervise the effective and efficient running of Spike Island’s reception, galleries and front of house function.
• To ensure the highest possible standards of visitor experience, customer service, customer care and presentation within reception, the galleries and other public areas.

Responsible to:

• Operations and Services Manager

The Visitor Services Supervisor is responsible for the:

• Front of House team, comprising Front of House Assistants and Visitor Assistants

Key outputs:

Strategy & Management

• Recruit and line manage Front of House Assistants and Visitor Assistants.
• Contribute to achieving equality of opportunity and diversity among Spike Island’s front of house teams. Compliance & Policy
• Support the Operations Supervisor to carry out all regular building checks.
• Develop, administer and review policies and procedures which form the basis to recruit and support the front of house teams, reflecting on Spike Island’s values.
• Operate in accordance with the organisation’s employment, health and safety and equal opportunities policy, and all other legal requirements, organisational practices, policies and procedures.

 

Key Duties

• Ensure supervision of the gallery during opening hours, and oversee all elements of the visitor experience in conjunction with operations and communications team.
• Ensure the safety and security of visitors, tenants and staff, by implementing health and safety policy and action plan, administering first aid as appropriate, and managing accident reporting.
• Coordinate the rota and supervise the Front of House Assistants and Visitor Assistants, ensuring sufficient cover as required for all exhibitions, events and operational activities.
• Actively support, develop and empower the Front of House Assistants and Visitor Assistants, ensuring they are able to carry out their duties efficiently and effectively.
• Organise and deliver induction and training sessions for the front of house teams, including supporting in the preparation of risk assessments and procedures for each exhibition, and coordinating and contributing to artist/curator-led introductions to each new exhibition.
• Regularly monitor and evaluate front of house systems, policies and procedures, implementing improvements with the support of the Operations Manager as necessary.
• Work with the senior management team in developing new voluntary opportunities as and when required.
• Support and grow the organisation’s income streams by encouraging donations against set targets with the support of the Development Manager and Deputy Director.
• Coordinate obtaining visitor feedback via visitor surveys and unofficial anecdotal methods in order to meet funding requirements, and to constantly improve our offer to all visitors.
• In coordination with the programme team and Communications Manager, process Shop purchases, including postage and packaging logistics.
• Deliver work within budget and agreed targets.
• Oversee the hire of meeting rooms at Spike Island, in coordination with other members of the Front of House Assistant team.
• Support management of front of house systems such as access control, Worldpay etc.
• Support the Operations Team with the management of Emmeline (Spike Island cafe), including liaising on cafe events and staffing.

Other

• Carry out any other duties commensurate with the job role.
• Advocate for the organisation and the contemporary visual arts sector

 

HOW TO APPLY

• Please visit Spike Island is recruiting for a Visitor Services Supervisor - Spike Island
• Download and view the person specification
• Download and view the job description
• Apply using the form below (CV’s will not be accepted).

We employ anonymous shortlisting, so please make sure that your application does not contain your name, address or other personal data.

• Complete the online anonymous equal opportunities monitoring after submitting.

AFTER YOU APPLY

Interview date: Thursday, 6 March 2025.

Spike Island is a Disability Confident Committed employer. We offer guaranteed interviews to applicants who meet the essential criteria for this role who identify as having a disability.

If you have any access needs, please list any requirements or reasonable adjustment requests in in the submission form below, and we will work with you to see they are met at the interview stage and in the event of the offer of employment. This includes Access to Work and other reasonable adjustments, for example if you need a BSL interpreter at interview, or if you would need an adapted workstation. If you’re not sure, please get in touch.