Visitor Services Manager

Role description        

The purpose of this role is to ensure that visitors to the Museum of Freemasonry have the best possible experience. The Visitor Services Manager is responsible for managing the operations of the museum and for leading the front of house team to deliver outstanding customer service. They also coordinate the volunteer programme. As a member of the Senior Management Team, the post-holder has a strategic role to play in shaping their service area so that helps to deliver the Museum’s ambitious audience development goals.

No prior knowledge of Freemasonry is required. 

Key Responsibilities

  • Lead and manage a staff team of around 6fte Visitor Assistants and Guides to deliver outstanding customer service for visitors to the museum, library and archive
  • Develop staff and ensure consistency of service through training, coaching, appraisals and implementing standard operating procedures
  • Prepare rotas to ensure adequate staff cover at all times
  • Recruit and train new permanent, casual and agency staff as required
  • Coordinate the Freemasons’ Hall tour programme, overseeing online and group bookings
  • Coordinate the Museum of Freemasonry volunteer programme, leading on the recruitment, selection, training and management of volunteers and, in particular, expanding the team of Front of House Volunteers
  • As a member of the Senior Management Team, contribute to the future development of the Museum by identifying opportunities for continually improving and enhancing the visitor experience
  • Research and implement a suitable customer service accreditation scheme
  • Maximise visitor donations
  • Work with the Freemasons’ Hall Head of Trading and retail team to maximise sales of audio guides and merchandise in the Museum shop
  • Work with the Marketing and Communications Manager to maximise opportunities for profile raising, promotion and cross selling
  • Working with Freemasons’ Hall facilities team, oversee the setup of rooms and equipment for events and meetings
  • Implement changes to staff responsibilities and working patterns as required to deliver the Museum’s strategy, consulting with staff as needed
  • Working with the Freemasons’ Hall security team, ensure the security of staff, visitors and collections
  • Coordinate health and safety for the museum, conducting risk assessments, delivering training and representing the museum at Freemasons’ Hall health and safety meetings
  • Ensure that public areas are always well maintained and presented, liaising with the Freemasons’ Hall facilities and maintenance teams as required

Person Specification

The following skills and attributes are essential:

  • Commitment to delivering excellent customer service
  • Experience of leading, motivating, managing and developing teams
  • Experience of managing business performance in a customer-focused environment
  • Experience of managing rotas
  • A demonstrated understanding of best practice in volunteer management
  • Ability to work as part of a team
  • Ability to work effectively with partners and stakeholders
  • Experience of working in a museum, gallery or heritage environment
  • Demonstrated understanding of the security and preservation needs of museum collections
  • Experience of managing health and safety in a public environment
  • Flexibility and adaptability
  • Good problem solving skills
  • Good time management and prioritisation skills

The following are desirable:

  • An enthusiasm for history, art or other subject relevant to the content of the Museum of Freemasonry
  • Retail experience

Reporting Structure

The post-holder will report to the Director of the Museum of Freemasonry.

Hours of Work

35 hours per week to include regular weekends, bank holidays, evenings and occasional early mornings. The role will be subject to a 3-month probationary period. 

Salary & Benefits

Salary: c. £33,000 + benefits.

Other benefits include:

  • BUPA private medical cover
  • Pension (3.5% employee & 9% employer contributions – increasing to 12%)
  • Free Life Assurance
  • Holiday (25 days increasing to 30 days) 
  • Interest free season ticket loan
  • Gym membership (subsidised)
  • Employee Assistance Programme
  • Flexible working where compatible with the role

Please email your CV and covering letter to Elizabeth Gay by 12 noon Monday 2 December. Interviews are scheduled for Thursday 12 December.