Job Description

Description

We are seeking an Assistant Visitor Experience Manager to join our Visitor Experience Team at Somerset House. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society.



The Visitor Experience team works across the entire 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.



Please note, interviews will be conducted on Friday, 7th November.

What is the role of an Assistant Visitor Experience Manager at Somerset House

Ensure Somerset House's policies and procedures are maintained, working alongside the Visitor Experience Managers and People Team to resolve any employee issues and complaints. Provide excellent organisational and project management skills to successfully lead on allocated projects, working with other departments across the Trust, from planning to delivery and feedback. Monitor team rosters, performing regular checks to ensure any staffing or operational issues are resolved efficiently and sympathetically. Deal with customer complaints and feedback confidently and calmly, with a solution-based approach to challenges. Ensure all areas of the site are well presented and maintained. Liaise and work with onsite contractors, including security, medics, catering, and cleaning teams to ensure high standards are maintained throughout. Directly address any issues that may arise with the contractor/s and make recommendations for improvement of service and maintenance as appropriate. Ensure that Somerset House is safe and secure for all our visitors, staff and residents, supporting evacuations and invacuations as required, whilst working with the Visitor Experience Managers to ensure all Health & Safety and licensing policies and procedures are adhered to. Conduct regular refresher evacuation sessions throughout the year to ensure the Visitor Experience Assistants are confident and able to safely evacuate. Ensure all Health and Safety incidents and security issues are dealt with promptly, and that incident reporting procedures are implemented, monitored and carried out. Undertake any other duties and responsibilities as required, in line with the obligations of the role.

Skills, Knowledge and Expertise

Experience

:Experience managing or supervising teams in a visitor experience or customer service environment Experience overseeing day-to-day operations for a public venue/site/event programme Experience of staff rostering Demonstrable experience of project management, ensuring agreed activities are delivered timely and effectively Supported the delivery of training to large groups Experience with ticketing systems (Tessitura preferred), with a good understanding of ticketing and event requirements and the ability to manage, assist and train Ticket Office staff

Skills

:Evident leadership skills - able to motivate teams to achieve excellence and confidently drive performance Confidence in communicating with different teams and clients, giving clear and assertive direction where required Ability to manage and diffuse difficult situations with a calm and diplomatic approach Excellent problem-solving skills, with the ability to make quick, informed operational decisions Exemplary organisational and delegation skills, with the ability to manage multiple priorities, working both independently and collaboratively as part of a team A commitment and a passion for ensuring an outstanding visitor experience to a diverse audience, including experience of planning and implementing initiatives to enhance accessibility, inclusivity and diversity across our programme Proficiency in Microsoft Office and comfort with operational systems First Aider and Fire Marshal training An enthusiasm for Somerset House Trust and our programme
Please see the attached job description for further information.

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 Mental health support and guidance from our in-house trained Mental Health First Aiders Hybrid working based on having 3 days in the office per week (pro rata if part-time)
Contribution towards eye tests and glasses Trust life insurance scheme We offer winter flu vaccination vouchers


dependent on the needs of the role

Holiday

Enhanced annual leave - 25 days plus bank holidays (pro rata)

- Birthday leave - additional day leave
- Celebration day - to celebrate anything of your choice

Other Leave

Sick leave - 20 days full pay, followed by 20 days half pay (pro rata & following 3 months service) Emergency dependent care - option to use 25% of paid sick leave for emergency care of a dependent (pro rata & following 3 months of service) Enhanced maternity pay

Benefits

8% employer pension contributions, no employee contribution required
Option for salary sacrifice Season ticket loan Cycle to Work scheme

Discounts, offers and free stuff

The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites Discounts in Somerset House cafes and restaurants Discounts with various high street retailers and restaurants Discounts to local leisure centres


following 3 months of employment

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 please email people.team@somersethouse.org.uk.




The Trust reserves the right to close a job before its application deadline.



Please only apply if you have the right to work in the UK; the Trust cannot currently offer sponsorships.

Somerset House Trust operates a hybrid working model which does not allow employees from working outside the United Kingdom