Job Description

JOB TITLE: Visitor Services Manager - internal post
26,460 - 28,114 per annum
Please access the Application Form
The Royal Armouries is the United Kingdom's national museum of arms and armour and one of the most important collections of its type in the world, housed at its headquarters and flagship museum in Leeds, its historic home at the Tower of London, and the Victorian Fort Nelson in Hampshire.
We have an exciting opportunity for a Visitor Services Manager to join the existing Visitor Operations team. Reporting to the Head of Visitor Operations the successful applicant will energetically and innovatively champion standards and uphold the quality of visitor experience, customer service and efficiency throughout Visitor Services operations and ensure all our visitors greatly enjoy their visit.
As a Visitor Services Manager you will directly manage the Visitor Services supervisorial team and reception operations. Ensuring that all routine and internal support services such as reception and telephony support, opening up / closing and operation of visitor experience activities are effectively supported by FOH team members. Leading by example you will work with the team to encourage commercial areas, donations and promote all that the museum has to offer.
You will be a primary incident manager of the museum during opening hours, overseeing the effective management of any incident. You will work closely with other teams in the museum; representing the Visitor Services operations during relevant projects and meetings. You will have good working knowledge of health and safety operations in public spaces acting as the Health and Safety representative for the department.
It is essential that you have strong interpersonal skills, will be passionate about delivering great customer service, relevant IT and literacy skills and understand workplace health and safety. In addition, previous experience in managing a large and diverse team in customer facing or visitor focused roles and meeting commercial targets is required.
Hours
37.5 hours per week / 5 over 7 days. The role will predominantly be site based, some home working is expected but not essential.
Benefits
Access to the discounted bicycles via Bike2Work scheme
Access to free EAP services via the (Employee Assistance Program)
27.5 days holiday plus Bank Holidays
Generous company sick pay scheme
Generous family friendly leave
Access to discounted staff car parking
25% off staff shop
10% off food in on-site cafe (generous discounts on set meals, and reduce cost hot drinks)
Pension scheme max employer contribution is 9%
Access to free on-line learning
Season ticket loan
M-Card
A Police Check/ Disclosure will be requested in the event of a successful application. Please refer to the job description for the level of check required. A criminal record would not necessarily be a bar to employment.
Please note that all job offers are subject to the receipt of satisfactory references, DBS/Police checks and right to work documentation. This is an internal post, applications must be submitted by Wednesday 9th July 2025. Successful candidates will be invited to interview on Monday 21st July 2025. The post is expected to start in early August 2025.
To apply please visit https://www.cloudonlinerecruitment.co.uk/royalarmouries. Please note you will need to download an application form as directed and upload it via our recruitment system in the space provided. We cannot accept CVs in place of an application form.
Closing date: Wednesday 9th July 2025
Interview date: Monday 21st July 2025
Person Specification
Job Title: Visitor Services Manager
Department: Operations
Selection Criteria
E = Essential / D = Desirable for applicants to meet the relevant standard
CRITERIA
STANDARD
E/D
EVIDENCE
Qualifications
Excellent literacy and numeracy skills
Enhanced DBS Certificate
Customer Service qualification
IOSH H&S management qualification
E
D
D
D
Certificates
Certificates
Certificates
Certificates
Work Experience
Experience of successfully managing customer service or retail teams in a relevant heritage / cultural visitor attraction
Experience of duty and incident management
Experience of successfully managing budgets
Proven experience of successfully leading a team and developing customer service skills
Experience of volunteer operations in practice and the primary aspects of operating volunteer placements
E
D
D
E
D
Application
Application / Interview
Application / Interview
Application / Interview
Application / Interview
Skills and Knowledge
Principles of great customer service - underpinned by a healthy interest and experience in arts / galleries / museums
Recruiting, developing, managing, and leading high performing teams
Commercially aware
Developing and setting annual income targets in key performance areas
H&S management in a visitor related environment inc. risk assessment.
Monitoring and reporting on kpi's
Devising and operating staffing rotas
Volunteer management
Numerate, literate and possessing good IT skills
Awareness and good working knowledge of meeting the needs of a diverse audience, including supporting the requirements of relevant legislation around accessibility and equality.
Enhanced awareness of safeguarding principles and practice
E
E
E
D
E
D
E
D
E
D
E
Interview
Interview
Application / Interview
Application / Interview
Application / Interview
Interview
Interview
Application / Interview
Interview
Interview
Application
Aptitudes
Ability to run a busy operation, organise priorities and manage conflicting demands
Ability to work successfully in teams, remain calm under pressure
To take responsibility for ensuring that the needs of the operation are always provided for
Ability to work flexibly and adapt to change and encourage a positive attitude across front of house teams
Ability to lead teams through change
Setting and improving standards of performance for individuals and operations
E
E
E
E
E
E
Interview
Interview
Interview
Interview
Interview
Interview