Location: Guildhall Art Gallery, Guildhall Yard, London EC2V 5AE
100% site-based – Thursday to Monday usually (Tuesday and Wednesday off) – 9:30am to 5:30pm
Are you passionate about delivering exceptional customer experiences and leading high-performing teams?
We are recruiting for a Customer Service Manager to join Guildhall Art Gallery, one of London's most distinctive cultural destinations. This is a fantastic opportunity to play a key role in creating memorable visitor experiences while managing a dedicated volunteer team and overseeing the day-to-day operation of the Gallery's welcome desk and retail space.
Working in the heart of the City of London, you will ensure visitors receive a warm, professional welcome and enjoy a seamless experience throughout their visit. This is a varied and rewarding position that combines customer service leadership, volunteer management, retail operations and visitor engagement.
The Role
As Customer Service Manager, you will be responsible for the smooth running of the Gallery's front-of-house operations, ensuring excellent service standards are consistently maintained.
Key responsibilities include:
- Leading the day-to-day operation of the welcome desk and gallery shop
- Managing and supporting a team of volunteers, ensuring they feel engaged, trained and confident in their roles
- Delivering outstanding customer service and creating a positive visitor experience for all guests
- Overseeing ticket sales, retail transactions and room hire bookings
- Managing shop stock levels, cash handling procedures and retail administration
- Coordinating volunteer rotas and ensuring appropriate staffing levels are maintained
- Supporting the delivery of exhibitions, events and visitor activities
- Working closely with colleagues to continuously enhance the visitor journey and customer experience
About You
We're looking for an organised, proactive and people-focused professional with experience leading teams in a customer-facing environment.
You will ideally have:
- Experience supervising, coordinating or managing staff and/or volunteers
- A strong background in customer service, visitor services, hospitality, retail, tourism, heritage, arts or cultural environments
- Experience managing retail operations, including cash handling, stock control and sales processes
- Excellent communication and interpersonal skills
- Strong organisational skills with the ability to manage competing priorities and respond effectively to changing demands
- Experience creating staff or volunteer rotas and coordinating resources
- Confidence in training, coaching and motivating others
- Good administrative and IT skills, including experience using EPOS or retail systems
An interest in arts, culture, heritage or visitor attractions would be advantageous.
#J-18808-Ljbffr
Customer Service Manager in City of London employer: City of London Corporation
The Guildhall School of Music & Drama is an exceptional employer, offering a vibrant and inclusive work environment in the heart of London. With a strong commitment to professional development and innovation, employees benefit from hybrid working arrangements and the opportunity to collaborate with leading artists and professionals in the performing arts sector. Join us to be part of a prestigious institution that values creativity and fosters growth in a supportive community.
Contact Details:
City of London Corporation Recruitment Team
