Job Description

Purpose of the Role

To ensure the promotion and enhancement of the visitor experience, administration, and the responsibility of daily cash takings. Supervise the Visitor Services Supervisors, and the Enablers and respond to visitor and operational demands. The Visitor Services Manager role will focus on ensuring that the centre operations, including external spaces, are managed effectively and lead on the operational communications networks for the Front of House team and the Merseytravel Seacombe terminal operational team.

Main Areas of Responsibility

Front of House

Co-ordinate all front of house operations, ensuring Visitor Services Supervisors (VSS) and Enablers are effectively deployed Ensure that the VSS and Enablers are trained in all aspects of Health and Safety and that correct procedures are adhered to through daily monitoring for front of house operations, workshops, events, and storage areas Take the lead for dealing with any issues where agreed operational standards and where expectations for Health and Safety fall below expected standards Deliver a consistently high level of customer service so that visitor expectations are exceeded Promote and maintain high standards of personal presentation and personal hygiene Ensure that Enablers are well presented and deliver excellent customer service Work with the management team in planning and presenting Eureka! programmes and special events To provide cover on the rota in emergencies/holidays/absences Carry out regular sweeps of the Attraction to effectively supervise Enablers and to identify any issues which need attention Ensure exhibits inside and outside are clean, safe, and operational, reporting faults as appropriate

Payment Transactions

Ensure that tills are prepared and be responsible for the daily cashing up and reporting of takings Process takings from car parks and other cash sources Investigate cash discrepancies ensuring losses are reported accordingly and minimised

Leadership and Support

Manage the team of Enablers and Visitor Services Supervisors daily Liaise with the Merseytravel Seacombe terminal operational team as required for the smooth operation of the centre. Support the recruitment of Visitor Services Supervisors and Enablers and deliver training Prepare Enabler daily rota's ensuring appropriate staff levels are set to meet demand, keeping staffing costs to a minimum level consistent with service requirements Ensure that staff are advised of their rota's in good time and attend accordingly Record and act on any issues of lateness, non-attendance etc. To respond to any Enabler HR related issues To support the Front of House volunteer opportunities Process Enabler payroll on a weekly basis

Duty Management

On Duty Visitor Services Manager days, be the first point of contact for taking the lead on operational issues, contractor management and cash handling Co-ordinate the evacuation process according to procedures Carry out Duty Management monitoring and reporting for site, operations, and incidents

Operational Communications

Ensure that relevant information from other Departments which have an impact on FOH delivery and operations are cascaded to and from the front of house teams and the Merseytravel Seacombe terminal operational team.

Customer Service

Monitor customer flow and adjust where needed to speed up service and meet internal and external customer demands Respond to visitor enquires and complaints

Housekeeping and Safety

Ensure that all front of house areas are kept clean and well stocked with a thorough tidy at the end of the day Ensure sufficient first aid staff are rota'd and provide cover if needed Report any accidents and near misses in line with the Accident Reporting Policy Liaise with the Merseytravel Seacombe terminal operational team on any health and safety issue they have reported. Ensure the security of visitors, staff, cash, and property by following procedures Attend and contribute to the Health and Safety Committee meetings and cascade relevant information to the Visitor Services Team Conduct regular audits reporting findings to relevant departments Work in partnership with the Exhibitions and Technical Teams to review audits on a regular basis and to act as a conduit for the delivery of information to the Visitor Services Team Review risk assessments with relevant authors which impact the Front of House team and visitors. Keep levels of consumables maintained and order stock whilst working towards the budget

Other Considerations

Any other duties as may be reasonably expected of a Visitors Services Manager Weekend and bank holiday working There will be limited flexibility in taking time off during school holidays
Eureka! strives to create an all-encompassing and productive environment, inclusive of different cultures and groups, and reflecting the diverse audiences we serve. We recognise that diversity is crucial to our success and would strongly encourage and welcome applicants from diverse backgrounds.

Eureka! is committed to safeguarding. All appointments are subject to appropriate checks including DBS and two satisfactory references being received in advance of employment commencing.

Job Type: Full-time

Pay: 28,067.00 per year

Benefits:

Discounted or free food Employee discount Free parking On-site parking Store discount
Schedule:

Day shift Weekend availability
Work Location: In person

Application deadline: 10/07/2025