Head Of Operations And Visitor Experience

The Head of Operations and Visitor Experience will have responsibility for all aspects of the operations on two sites, making sure that there is a safe and welcoming environment for all visitors, volunteers and staff. Ensuring Charleston has the operational infrastructure required to run a year–round cultural attraction to grow audiences and income.

Duties and Responsibilities

Visitor experience:

• Strategic lead on all areas of the Visitor Experience, ensuring that there is a high standard of visitor service and that excellent customer care is delivered consistently.
• Organise and deliver effective visitor services management.
• Responsible for delivering appropriate levels of volunteers, staffing and duty management across the site at times when Charleston is open to the public.
• Manage the ticketing and CRM system for House and Exhibition tickets and provide training and support for staff for the system.
• Work with the Director of Communications and Marketing to deliver growth in group and individual visitor numbers.

Operations and facilities:

• Responsibility for the management of Charleston buildings and facilities.
• Maintain a safe working culture, including risk–management and ensuring compliance with all health & safety regulations and training needs.
• Manage contracts and delivery of supplies related to the buildings and facilities – including waste management, building maintenance, cleaning, catering and security.
• Ensure all staff have adequate IT provision including managing the relationship with our external IT support, phone and broadband suppliers.
• Support and assist members of staff in operational site activities including venue hire, special events, fundraisers, and the set up and alteration of spaces for events and exhibits, both during and outside of normal operating hours.
• Work closely with the Head of Collections and Research and Head of Exhibitions to maintain excellent environmental conditions for the protection of the house and objects.
• Lead on capital improvements around the site and work with the Director of Finance to create a long–term strategy for development of the site.
• Oversee and deliver the Operations budget.