At a Glance
- Tasks: Lead projects and ensure a top-notch visitor experience at Somerset House.
- Company: Join the vibrant team at Somerset House, a hub for creativity and culture.
- Benefits: Enjoy 25 days holiday, mental health support, and discounts on events and dining.
- Other info: Hybrid working model and excellent career growth opportunities await you.
- Why this job: Make a real impact in the arts while enhancing visitor experiences.
- Qualifications: Experience in managing teams and delivering exceptional customer service.
The predicted salary is between 29000 - 32000 £ per year.
Overview
Assistant Visitor Experience Manager
Application Deadline: 27 October 2025
Department: Visitor Experience
Employment Type: Permanent - Full Time
Location: London
Reporting To: Visitor Experience Manager
Compensation: £35,000 - £38,700 / year
The Visitor Experience team at Somerset House connects creativity and the arts with the broader society, supporting the cultural programme across exhibitions, performances, talks, installations and live events. The team aims to provide a warm, welcoming, safe and secure environment for all visitors.
Please note, interviews will be conducted on Friday, 7 November.
Responsibilities
- Ensure Somerset House’s policies and procedures are maintained, working with the Visitor Experience Managers and People Team to resolve employee issues and complaints.
- Provide strong organisational and project management to lead allocated projects, collaborating with other departments from planning to delivery and feedback.
- Monitor team rosters and perform regular checks to resolve staffing or operational issues efficiently and sympathetically.
- Deal with customer complaints and feedback confidently and calmly, using a solution-based approach.
- Ensure all areas of the site are well presented and maintained.
- Liaise with onsite contractors (security, medics, catering, cleaning) to maintain high standards; address issues and recommend improvements as appropriate.
- Ensure Somerset House is safe and secure for visitors, staff and residents; support evacuations and ensure Health & Safety and licensing policies are followed.
- Conduct regular refresher evacuation sessions to keep Visitor Experience Assistants confident in safe evacuation.
- Ensure Health and Safety incidents and security issues are dealt with promptly, and that incident reporting procedures are implemented and monitored.
- Undertake any other duties in line with the role’s obligations.
Experience
- Experience managing or supervising teams in a visitor experience or customer service environment
- Experience overseeing day-to-day operations for a public venue/site/event programme
- Experience of staff rostering
- Demonstrable project management experience, delivering activities on time and effectively
- Experience supporting the delivery of training to large groups
- Experience with ticketing systems (Tessitura preferred), including managing, assisting and training Ticket Office staff
Skills
- Evident leadership skills with the ability to motivate teams and drive performance
- Confidence in communicating with different teams and clients, giving clear direction
- Ability to manage and diffuse difficult situations calmly and diplomatically
- Strong problem-solving skills with the ability to make quick, informed operational decisions
- Excellent organisational and delegation skills; ability to manage multiple priorities independently and as part of a team
- Commitment to delivering outstanding visitor experience with initiatives to enhance accessibility, inclusivity and diversity
- Proficiency in Microsoft Office and comfort with operational systems
- First Aider and Fire Marshal training
- Enthusiasm for Somerset House Trust and its programme
Benefits
- Mental Health & Wellbeing
- Access to external Employee Assistance Programme (CiC) for confidential advice and support, including up to 6 free counselling sessions per year
- Mental health support from in-house Mental Health First Aiders
- Hybrid working based on 3 days in the office per week (pro rata if part-time)
- Contribution towards eye tests and glasses
- Trust life insurance and winter flu vaccination vouchers
- Dependent on role requirements
- Holiday
- Enhanced annual leave – 25 days plus bank holidays (pro rata)
- Birthday leave – additional day
- Celebration day – to celebrate anything of your choice
- Other Leave
- Sick leave – 20 days full pay, followed by 20 days half pay (pro rata & following 3 months service)
- Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent
- Enhanced maternity pay
- Benefits
- 8% employer pension contributions with no employee contribution required*
- Salary sacrifice option
- Season ticket loan
- Cycle to Work scheme
- Discounts, offers and free stuff
- Tickets to Somerset House events and entrance to other London Heritage sites
- Discounts in Somerset House cafes and restaurants
- Discounts with various high street retailers and restaurants
- Discounts to local leisure centres
Assistant Visitor Experience Manager in City of Westminster employer: Somerset House
Somerset House is an exceptional employer that prioritises the well-being and professional growth of its staff, offering a vibrant work culture steeped in creativity and the arts. With generous benefits such as enhanced annual leave, mental health support, and opportunities for hybrid working, employees are empowered to thrive both personally and professionally. Located in the heart of London, Somerset House provides a unique environment where team members can engage with diverse cultural programmes while enjoying discounts and perks that enhance their experience.
StudySmarter Expert Advice🤫
We think this is how you could land Assistant Visitor Experience Manager in City of Westminster
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
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Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Somerset House. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Somerset House
Don't be shy about reaching out to Somerset House directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Assistant Visitor Experience Manager in City of Westminster
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Somerset House and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Somerset House
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
