Casual Duty Manager in City of Westminster

We are seeking a Duty Manager to join our Visitor Experience Team. The Visitor Experience team works across the cultural programme at Somerset House, including commercial and live events, exhibitions, performance, talks and installations. We strive to provide a warm and friendly welcome for our visitors in a safe and secure environment.

The Visitor Experience Duty Managers will support the Visitor Experience Managers and Assistant Visitor Experience Managers to lead, motivate and manage a large and diverse team of Visitor Experience Assistants (VEAs) and volunteers. The role will be responsible for the delivery of an exceptional visitor welcome, overseeing gallery and event operations and confidently managing all aspects of the daily operation. This is an exciting opportunity to develop your operational and management skills within a Visitor Experience Team. This role will be focused on supporting an upcoming exhibition in our Embankment Galleries. Anticipated weekly hours are 30+ across Tue-Sun.

• Ensure an excellent standard of visitor engagement, providing a friendly welcome and responsive visitor experience.
• Oversee the general daily operations of the site and programme on a day-to-day basis.
• Brief and manage the on-the-ground Visitor Experience Team and volunteers, monitoring service standards.
• Manage daily operations of our volunteers who oversee the main Information Desk.
• Share your knowledge and enthusiasm about Somerset House and its programme with our visitors.
• Actively assist visitors with access requirements and promote an inclusive environment.
• Devise and deliver training and ensure ongoing refresher training takes place with all Visitor Experience Assistants and volunteers including Tessitura (our ticketing/CRM system), customer service and role-specific inductions.
• Ensure appropriate HR procedures are maintained, working alongside the Visitor Experience Managers and HR department to resolve any employee issues and complaints.
• Monitor and report back on Visitor Experience Assistant and volunteer performance to the Visitor Experience Managers or Senior Visitor Experience Manager.
• Provide excellent organisational and project management skills to successfully lead on certain projects, working with other departments across the Trust from planning to delivery and feedback.
• Monitor team rosters, performing regular checks to ensure any staffing or operational issues are resolved efficiently and sympathetically.
• Deal with customer complaints and feedback confidently and calmly, with a solution-based approach to challenges.
• Ensure all areas of the site are well presented and maintained.
• Liaise and work with onsite contractors including security, medics, catering and cleaning teams to ensure high standards are maintained throughout, dealing with any issues that may arise with the contractor/s and making recommendations for improvement of service.
• Undertake any other duties and responsibilities as required in line with the obligations of the role.

• Ensure that Somerset House is safe and secure for all our visitors, staff and residents, supporting evacuations as required.
• Conduct regular refresher evacuation sessions throughout the year to ensure the Visitor Experience Assistants are confident and able to safely evacuate.
• Support the Visitor Experience Managers to ensure all Health & Safety and licensing policies and procedures are adhered to.
• Ensure all security and Health and Safety incidents are dealt with promptly, and that incident reporting procedures are implemented, monitored and carried out.

• 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.
• Demonstrable experience of project management, ensuring agreed activities are delivered timely and effectively.
• Supported the delivery of training to large groups.
• Experience with ticketing systems (Tessitura preferred), with good understanding of ticketing and event requirements and the ability to manage, assist and train Ticket Office and Admissions staff.
• Evident leadership skills - able to motivate teams to achieve excellence and confidently drive performance.
• Confidence in communicating with different teams and clients, setting clear and assertive direction where required.
• Ability to manage and diffuse difficult situations with a calm and diplomatic approach.
• Excellent problem-solving skills, with the ability to make quick, informed operational decisions.
• Exemplary organisational and delegation skills, with the ability to manage multiple priorities, working both independently and collaboratively as part of a team.
• A commitment and a passion for ensuring an outstanding visitor experience to a diverse audience.
• An enthusiasm for Somerset House Trust and our programme.

• Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed.
• The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites. Discount to local leisure centres.