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
✨Tip Number 1
Get to know Somerset House and its vibe! Before your interview, dive into their website and social media. Familiarise yourself with their exhibitions and events so you can chat about them during your interview. It shows you're genuinely interested!
✨Tip Number 2
Practice makes perfect! Grab a mate and do some mock interviews. Focus on those tricky questions about handling customer complaints or managing teams. The more you practice, the more confident you'll feel when it’s your turn in the hot seat.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a challenging situation into a positive outcome. This will help you stand out as someone who can handle the pressures of the role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Assistant Visitor Experience Manager in City of Westminster
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Assistant Visitor Experience Manager role. Highlight your relevant experience in managing teams and delivering outstanding visitor experiences, as this will show us you’re a great fit for our team.
Showcase Your Skills:Don’t forget to emphasise your leadership skills and problem-solving abilities. We want to see how you’ve handled difficult situations in the past and how you can motivate a team to deliver top-notch service at Somerset House.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences. We appreciate straightforward communication!
Apply Through Our Website:Remember to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Somerset House
✨Know the Venue Inside Out
Before your interview, take some time to research Somerset House and its visitor experience initiatives. Familiarise yourself with their current exhibitions, performances, and any recent news. This will not only show your enthusiasm but also help you answer questions more effectively.
✨Showcase Your Leadership Skills
As an Assistant Visitor Experience Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed teams or resolved conflicts. Highlight how you motivated your team and improved their performance.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Think about how you would handle customer complaints or operational issues calmly and diplomatically. Practising these scenarios can help you articulate your problem-solving skills clearly.
✨Emphasise Your Commitment to Inclusivity
Somerset House values accessibility and inclusivity. Be ready to discuss how you've contributed to creating a welcoming environment in previous roles. Share specific initiatives you've implemented or ideas you have to enhance the visitor experience for diverse audiences.
