Visitor Experience Manager

Somerset House are hiring a Visitor Experience Manager to play a key role within the Visitor Experience Team. This is a rare and exciting opportunity for someone with strong management and leadership experience. You will be leading a large team to deliver an exceptional customer service, working across departments to operationally plan and deliver our wide-ranging public programme.

Main Responsibilities:

• Lead the team to ensure the highest standards of visitor engagement, crafting a warm and friendly welcome and a vibrant and responsive visitor experience

• Support the organisations objectives and departmental KPI’s

• Confidently and efficiently project manage large scale exhibitions and events, leading on visitor experience, operational planning and logistics

• Ensure teams (e.g. Visitor Experience Assistants and Security) are briefed and have the information they require to deliver a consistent, high-quality service across site

• Ensure that all areas of the site are always well presented and maintained

• Deal with customer complaints and feedback and effectively manage challenging conversations to ensure a mutually beneficial solution

Somerset House events are fully inclusive safe spaces for any person to participate and enjoy without fear of feeling marginalised, unrepresented, or unwelcome. They are welcoming applicants from underrepresented backgrounds to apply.