Visitor Experience Manager at SS Great Britain

Job Title: Visitor Experience Manager

Reporting to: Deputy Director – Commercial, Operations and Visitor Experience (DDCOVE)

Hours: 37.5 hours per week, to include one in three weekends

Salary: 30k

Liaison with: Visitor Operations Manager, Visitor Experience Team, Catering general manager and team, all visitors and guests

Purpose of job: To work with the DDCOVE, Visitor Operations Manager and the wider SSGB team to ensure the delivery of a high-quality customer-focussed and commercial experience to all visitors, guests and users, from the moment of arrival on site until departure.

 

Main responsibilities:

Duty Management

• To assist the Visitor Operations Manager in overseeing the duty manager programme and duty management team. Actively duty manage for approximately two days per week, troubleshooting and responding effectively to any incident which arises, including complaints, accidents and emergencies.
• Maintain regular liaison with the Estates team to maintain the cleanliness, tidiness and overall condition of the site and its facilities.
• Ensure strong communication across all relevant departments, particularly the Catering and Events team; deliver morning briefings to operations and visitor experience teams.
• Work with supervisors on site to deploy staff resource effectively, depending on visitor need and impact.
• Liaise with external individuals and organisations whose activity may impact on the operational running of the site.

 

Visitor Experience

• Be fully informed about the SS Great Britain Trust, its products, services and activities in order to relay accurate information to visitors and enquirers. Have a detailed knowledge of daily on-site events, activities and any other operations affecting the visitor experience, and relay all relevant information to front line staff.
• Inspect, record and ensure the visitor experience in all respects is maintained onsite at all times and to intervene as required to maintain the highest standards.
• Motivate, lead and manage teams. Act as a role model for delivering a consistent, efficient, seamless and world-class customer experience across the site.
• Handle and resolve escalated visitor queries and complaints.
• Together with the Visitor Operations Manager, take part in organisational-wide working groups including EDI and internal comms, and constantly work to improve accessibility for all within the visitor experience.
• Carry out benchmarking exercises and research into visitor experience trends when required.

 

Team leadership

• Lead and manage the front-facing hourly-paid Visitor Experience team and be responsible for recruitment, training – including regular team engagement days. Lead by example, being highly visible, and motivate the team to deliver a first-class experience.
• Work with the DDCOVE to agree staffing budgets and ensure these are adhered to.
• Be responsible for hourly paid staff scheduling and rotas, absence and leave reporting and managing Mr. Brunel’s diary. Work with the HR manager to ensure payroll returns are processed accurately and on time.
• Carry out regular staff development reviews and address performance management issues.
• Work with other departments including Interpretation, Fundraising and Events, to engage the hourly paid Visitor Experience team in other projects.
• In conjunction with the DDCOVE work with and support the team of Operations Officers, seeking every opportunity to improve operational resilience, innovation and quality within the context of a growing site.

 

Other projects

• To undertake and manage site-based special projects and development as and when required.

 

Essential Knowledge, Skills and Experience

• Well-developed communication and customer care skills.
• A keen eye for detail.
• IT proficient with a good knowledge of Office 365 applications.
• Excellent interpersonal skills and the ability to build effective, working relationships.
• Excellent customer care skills
• Influencing, diplomacy and negotiating skills.
• Ability to make quick and reasoned decisions.
• Confident and articulate.
• The ability to work with diverse audiences, to engage those from different age groups and backgrounds.
• A collaborative, team player who can work effectively across all departments.
• Ability to stay calm in a busy, changeable setting.

 

Desirable Knowledge, Skills and Experience

• Valid First Aid qualification.
• Prior experience of working in a visitor attraction/heritage setting
• Supervisory or management experience including cash handling.

 

How to Apply:

Please see further details at Visitor Experience Manager - SS Great Britain. Click here to download and complete our application form.  Please send completed application form to jobs@ssgreatbritain.org

Closing date for applications: 9am, 14^th July 2025

Interview date: Monday 21^st July 2025