At a Glance
- Tasks: Lead the Visitor Engagement team to create an unforgettable experience for all gallery visitors.
- Company: High-profile Art Gallery in London with a focus on inclusivity and engagement.
- Benefits: Enjoy 25 days holiday, pension contributions, and exclusive sector discounts.
- Other info: Hybrid working model with opportunities for professional growth and development.
- Why this job: Make a real impact on visitor experiences in a vibrant art environment.
- Qualifications: Proven leadership in visitor experience and strong communication skills required.
The predicted salary is between 60000 - 60000 £ per year.
Leading London Art Gallery needs Head of Visitor Engagement. Reporting to the Director of Audiences, this is a permanent role leading the gallery’s approach to Visitor Experience, translating the strategy and experience standards into an inclusive, engaging and consistently high-quality experience. You will provide strategic leadership for the Visitor Engagement team and ensure the visitor perspective is embedded across the organisation. You will line manage the Visitor Engagement Managers and Access and Groups Manager. As the team provides a 7-day operation, you will work regular weekend and evening hours. You will work from the office at least 3 days per week with the option to work from home when operations allow. Benefits include 25 days holiday, pension and sector discounts.
Responsibilities will include:
- Developing and embedding the Visitor Experience strategy across the organisation, ensuring visitor needs and experiences inform planning and decision-making.
- Providing strategic leadership for the Visitor Engagement team, leading, coaching and developing the Visitor Engagement Managers.
- Working with the People team to develop a performance management approach and oversee workforce planning and recruitment.
- Ensuring effective induction, training and ongoing development.
- Providing senior leadership for safe and effective visitor-facing operations across exhibitions, public programmes, events and private hires, also working closely with Facilities, Production, and Security.
- Ensuring Visitor Engagement staff are trained and oversee the review of incidents, near misses and operational issues.
- Developing the gallery’s approach to welcome, responding to different visitor needs.
- Championing inclusive and accessible visitor experience, also supporting the Groups & Access Manager to develop the approach to schools, community groups and other organised visits.
- Develop the Visitor Engagement team's role in helping audiences actively engage with exhibitions.
- Leading the development of a varied programme of informal and semi-formal visitor engagement, including exhibition introductions, tours, family activity and other appropriate formats, working with the Programmes team.
- Develop, test and scale initiatives.
- Developing a performance and improvement framework for Visitor Experience, using KPIs, visitor feedback, staff insight, audience research, visitor figures, mystery visits and external benchmarks to understand performance and identify priorities.
- Identifying opportunities to use technology, automation and improved processes to simplify the visitor journey and enable staff to spend more time supporting and engaging visitors, plus using data and insight to evaluate new approaches.
- Managing the overall Visitor Engagement budget.
Experience needed:
- Demonstrable experience of leading or supporting significant visitor experience, customer experience or front-of-house transformation.
- Experience of translating strategic ambition into change.
- Operational understanding of visitor-facing environments.
- The ability to balance customer service with safety, staffing and efficiency.
- Leading and developing managers and teams with a coaching approach.
- Understanding of inclusive and accessible visitor experience.
- Experience of identifying barriers and developing approaches that respond to different audience needs, motivations and levels of confidence.
- Confidence working with data, feedback and insight to understand performance, identify opportunities and support continuous improvement.
- Strong collaborative and communication skills.
Due to the large number of applications that we receive, only shortlisted candidates will be contacted. Val Wade Recruitment are actively looking for applicants from underrepresented communities and pride ourselves as an equal opportunities employer and agency.
Head of Visitor Services in London employer: Val Wade Recruitment
As a Campus Liaison Officer at our renowned University in London, you will be part of a vibrant and inclusive work culture that prioritises student safety and well-being. We offer flexible working hours, opportunities for professional development, and a supportive environment where your contributions directly enhance the campus experience. Join us to make a meaningful impact while enjoying the benefits of working in a prestigious educational institution.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Visitor Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Val Wade Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Val Wade Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Visitor Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Val Wade Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Val Wade Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Val Wade Recruitment!
How to prepare for a job interview at Val Wade Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
