Head of Operations, Kenwood House

Location: Kenwood House, Hampstead, London, NW3 7JR

Salary: From £56,520 p.a. (inner London salary due to location) / full time, 36 hrs per week / permanent

Job type: Permanent

Ref: 15916

Would you like to work for the charity that cares for hundreds of historic sites in every corner of England?

Are you an experienced leader with a proven track record in managing busy visitor operations teams? We're looking for an experienced operational leader to become our Head of Operations at Kenwood House. In this full-time, permanent role, you'll take the helm of one of London's most treasured historic sites leading a talented, multidisciplinary team to deliver exceptional visitor experiences, safeguard its unique heritage and ensure its continued success as a cultural destination.

As Head of Operations, you will:

1. Lead the delivery of exceptional visitor experiences at this historic site
2. Oversee daily operations, ensuring high standards of service
3. Ensure the site remains welcoming, inclusive and well-managed
4. Champion customer experience, service excellence and revenue generation
5. Manage safety, risk and security compliance across the site
6. Build strong relationships with internal and external stakeholders
7. Ensure day-to-day operations align with strategic goals

To be considered as our Head of Operations, you will need:

1. Extensive experience in visitor operations management, ideally within heritage or museum visitor attractions
2. A strong understanding of the challenges of working in a historic environment
3. A proven track record in leading high-performing teams
4. Experience of managing health, safety, risk and security in an operational setting
5. Excellent communication and collaborative working skills
6. The ability to problem-solve, make sound decisions and motivate others
7. A commitment to outstanding customer service and inclusive engagement

Benefits include:

1. The opportunity to progress your career within the heritage sector, in retail, food and beverage or general management
2. Opportunities to go to some of our great live music and history events
3. Free access to all English Heritage sites for you, and up to six friends and family members
4. 25% discount in our shops and cafes
5. Enhanced maternity/paternity/shared parental leave
6. 25 days' holiday plus Bank Holidays pro rata rising to 28 days after 3 years
7. Options to buy additional leave
8. Matched pension contributions up to 10%

If you would like to talk to us about workplace adjustments or working patterns, please contact Abi Marsh, Head of Historic Properties London, on abi.marsh@english-heritage.org.uk. No agencies please.

Initial interviews will be held in the week commencing 28th April 2025.

Please note, this role will be known internally as General Manager.

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