We have an exciting opportunity to join our Visitor Operations team as a Ticket Office Supervisor.
This is a job-share position, working closely alongside the current Supervisor to ensure the smooth, day-to-day running of the Ticket Office. You will be an integral part of our Visitor Operations, leading a small team and managing all aspects of customer service, our membership systems, and ticketing operations.
We are looking for a friendly, organised, enthusiastic and customer-focused individual with exceptional attention to detail and a genuine passion for delivering outstanding visitor engagement.

ESSENTIAL SKILLS & EXPERIENCE:

• Strong interpersonal and communication skills.
• Basic IT skills, including Word and Excel.
• Proven experience in a customer-service role.
• Logical administrative experience.
• Ability to lead, motivate and support a team to meet KPIs.

DESIRABLE SKILLS & EXPERIENCE:

• Experience using EPOS systems.
• At least 2 years in a customer-facing role.
• Previous experience supervising or managing a small team.
• Ability to multi-task effectively in a busy environment.
• Initiative to problem solve.
  We are looking for someone with the ambition to grow within this role and contribute to the ongoing development and success of the Visitor Operations team.

• Location: Ticket Office
• Hours: 9.30am - 5pm (1/2 hour lunch break).
• Working Pattern: 4 / 5 days per week, covering approximately 50% of weekends on a rota basis

Key Responsibilities (include but not limited to):

• Oversee all aspects of daily ticket office operations, ensuring high standards are maintained at all ticketing points.
• Provide excellent customer service, including handling visitor complaints professionally and diplomatically, and recording outcomes when required.
• Maximise Gift Aid contributions on walk-up ticket sales and actively promote on-site membership sales.
• Manage challenging visitor situations with tact and sensitivity.
• Plan and prepare for each day, considering pre-bookings, expected footfall, administrative and operational needs.
• Maintain clear, proactive communication with internal teams, including Corporate, Education, and Administration.
• Carry out back-office administration tasks, including processing adjustments, producing reports, and responding promptly to emails.
• Complete end-of-day financial reconciliations and cashing-up procedures.
• Work in close liaison with the existing Ticket Office Supervisor.
• Foster positive working relationships across all departments.