The goal of this job is to Lead the Studio Tour Teams, ensuring the highest levels of customer experience. Ensuring that out customer experience, from the first contact point to the last exceeds expectations and encourages repeat visits.

Your Role Accountabilities...

• Leading the operation to ensure that the highest possible service standards are being delivered

• Deliver daily ops briefings, such as the zero's briefing to keep all teams appraised an updated on all operational matters

• Proactive relationship management with key contactors ensuring that relevant SLA's are being delivered

• Ensure a close working relationship to support the WBSF team helping address any facilities management issues at the Studio Tour

• Taking responsibility for own personal development through one-on-one coaching from line manager.

• Ensure operational readiness each day in order for the WBSTT to open to visitors

• Regularly act as Delta Zero

• Ensure that the Duty Management report is completed and includes relevant operational occurrences

• Work with all departments to ensure issues requiring escalation are being followed through and rectified where appropriate

• Support with the training of all new starters through delivery of the Duty Management induction

• Administration and delivery of the Star Values incentive scheme

• Ensure that the team are trained to the highest standard with regular team training including; industry compliance training e.g. Fire Marshal responsibilities

• Adhering to all H&S policies and procedures and helping to promote a culture where H&S is of the highest importance & priority

• Ensure a safe environment is adheed to for all visitors and staff.

• Conduct regular auditing of all department H&S practices

• Comply with latest statutory, legislative industry regulations

• Optimise service provided by team and self, leading by example to ensure that high standards of operational readiness are met

• Communicating and working together with other WB departments and partners

• Manage the reporting of incidents to relevant WBSJ teams

• Keep up to date with changes to the operation and be seen as expert in field

• Lead by example demonstrating best practice to all WBSTT staff and 3rd parties

• Deliver the duty management rota to ensure that the duty management function is suitably staffed at all times

• Proactively seek ways to improve on procedures and processes

• Control of operational expenditure levels within an agreed limit

• Adapt all BCP plans to reflect the ever-changing environment of WBSTT, including but not limited to Fire evacuation

• Reporting and administration of H&S reporting including trend and analysis feedback for all teams

Qualifications & Experiences...

Relevant Previous Work Experience

• Previous supervisory experience in a similar environment (e.g. within tourism, leisure or heritage industry).

• Experience of having worked within a fast-paced environment

• Project management experience

Skills Required:

• Understanding of facilities management

• Strong leadership and interpersonal skills

• Problem solving and decision making across all areas daily.

• Communicates in a timely & effective manner to enhance operation.

• Engages effectively with customers & staff.

• IT literate with excellent Microsoft office skills

• Well organized and focused.

• Able to prioritize workload and manage change in an environment that never stands still.

• Work as part of a team with a flexible and caring approach.

Education/Qualifications

• Full use of Microsoft Office Suite would be advantageous.

• A training qualification would be an advantage

Working Pattern:

• 37.5 hours a week working shifts.

• Regular weekend and evening work required.

Because of the adaptive nature of this role flexibility is required to suit the needs of the business.