VISITOR EXPERIENCE & CUSTOMER SERVICE

• Administrator responsibilities for our ticketing, customer service and review platforms
• Overseeing ongoing training and development of the Operations team on the whole, working with the Operations Director to ensure KPIs are met
• Point of escalation for email customer service concerns, offering training and guidance to Duty Manager team to ensure excellent customer service

THE ROLE

We are seeking a highly organised, proactive, and people-focused Operations Manager to oversee the smooth running of all on-site visitor operations at Wake The Tiger in Bristol. This pivotal role ensures that every visitor enjoys an exceptional experience, from first contact through to their visit, and that the venue operates safely, efficiently, and to the highest standards.
The Operations Manager will report into the Operations Director, and directly manage the Duty Management Team in Bristol, taking overall responsibility for customer service and day-to-day operational delivery. In addition, you will ensure Health & Safety compliance across the site, working closely with key stakeholders to ensure rigorous policies, procedures, and training are in place.
The Operations Manager will be instrumental in equipping their team with the necessary tools, training and skills to excel in their roles, ensuring exceptional service delivery.
This is a highly collaborative role requiring excellent leadership, strong attention to detail, and a passion for delivering world-class visitor experiences while ensuring the safety and wellbeing of both staff and guests.