At a Glance
- Tasks: Lead visitor services and ensure a welcoming experience for all at Storyhouse.
- Company: Join a vibrant arts and cultural venue committed to inclusivity and excellence.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Be part of a passionate team dedicated to equity and community engagement.
- Why this job: Make a real impact on visitor experiences and champion accessibility in the arts.
- Qualifications: Minimum three years in senior management with a focus on customer service.
The predicted salary is between 36000 - 60000 £ per year.
The Head of Visitor Services provides strategic leadership for all front-facing services at Storyhouse and Storyhouse in the Park, including visitor services, cinema operations and retail and merchandise. The role exists to ensure that every interaction with audiences, corporate clients, venue hirers, artists and partners is consistently welcoming, inclusive, accessible and safe, while actively maximising income through high-quality service, effective operational planning and the development of a strong retail and visitor offer.
With a strong focus on continuous improvement, the Head of Visitor Services sets and champions high standards of customer care, presentation and operational delivery across the building and public spaces. A central responsibility of the role is to champion access and inclusion, ensuring that disabled people and those with additional access requirements experience Storyhouse as welcoming, barrier-free and responsive to their needs.
As a member of the Extended Leadership Team, they embed a culture of professionalism, accountability and pride, ensuring that visitor and client experience contributes directly to audience loyalty, repeat business and long-term relationships, while always reflecting Storyhouse’s values and commitment to equity and inclusion.
Skills & Experience- A minimum of three years’ senior management experience leading, managing and developing customer-facing teams within an arts, cultural or other comparable public-facing venue.
- Experience of leading retail and merchandise operations within a visitor-facing environment, including product development, stock control, pricing, visual presentation and income generation.
- Experience of using data and insight to evaluate performance and inform operational decision-making.
- Proven experience of managing health & safety and building safety in a public venue, including risk assessments, incident investigation, first aid provision, fire safety, emergency procedures, crowd management and duty management responsibilities.
- Experience of leading safeguarding practice within a public-facing organisation, including oversight of procedures, escalation of concerns and staff training.
- Experience of working within a charitable or not-for-profit organisation, with an understanding of how charitable status influences operational and commercial activity.
Head of Visitor Services in Chester employer: STORYHOUSE
At Storyhouse, we pride ourselves on being an exceptional employer that champions inclusivity and accessibility in the arts. Our vibrant work culture fosters professional growth and development, offering employees the opportunity to lead innovative visitor services while making a meaningful impact on our community. Located in a dynamic cultural hub, we provide a supportive environment where every team member can thrive and contribute to creating memorable experiences for our diverse audiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Visitor Services in Chester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with others on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its values. We want you to show how your experience aligns with their mission, especially around inclusivity and customer care. Tailor your responses to highlight your relevant skills and experiences.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to build your confidence. We suggest focusing on common questions related to visitor services and operational management to really nail your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Head of Visitor Services in Chester
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for visitor services shine through! We want to see how much you care about creating welcoming and inclusive experiences for everyone who walks through our doors.
Tailor Your Experience:Make sure to highlight your relevant experience in managing customer-facing teams and retail operations. We’re looking for specific examples that demonstrate your ability to lead and improve services, so don’t hold back!
Data is Key:Don’t forget to mention how you've used data to drive decisions in your previous roles. We love seeing candidates who can evaluate performance and make informed choices to enhance visitor experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Storyhouse!
How to prepare for a job interview at STORYHOUSE
✨Know Your Audience
Before the interview, take some time to research Storyhouse and its values. Understand their commitment to inclusivity and accessibility, as well as their focus on customer care. This will help you tailor your responses to show how your experience aligns with their mission.
✨Showcase Your Leadership Skills
As a candidate for the Head of Visitor Services, it's crucial to demonstrate your leadership experience. Prepare specific examples of how you've successfully managed customer-facing teams, improved service standards, or implemented operational changes that enhanced visitor experiences.
✨Data-Driven Decision Making
Be ready to discuss how you've used data and insights in previous roles to inform your decisions. Highlight any experience you have with performance evaluation and how it led to improvements in service delivery or income generation.
✨Safety First
Given the importance of health and safety in this role, prepare to talk about your experience managing safety protocols in public venues. Be specific about your knowledge of risk assessments, emergency procedures, and how you've ensured a safe environment for visitors and staff alike.
