Assistant Visitor Operations Manager

HOUSE OF COMMONS-3

House of Commons

The House of Commons a unique and exciting place to work right at the heart of the UK’s thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days’ annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 27%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

The Participation Team works to give the public a voice and to shape Parliament in the interests of the public. We reach out to communities and audiences across the UK, promoting an understanding of the role and relevance of both Houses, inspiring people to get involved and empowering citizens to have a voice.

Our well-established public engagement activities continue to expand. Over 1 million people participate in outreach and engagement activities across the UK through workshops, events and the annual UK Parliament Week. A further 500,000 directly engage in activities at Parliament, including through tours of the Palace of Westminster and school workshops in our world-class Education Centre.

The Role

The Visitor Experience team welcome one million visitors to the Parliamentary estate every year, they facilitate access to the public galleries as well as managing our public engagement programme, made up of in-person and digital activities. An award winning dynamic and creative team focused on developing and delivering engaging and inclusive content.

We are looking to recruit enthusiastic, dynamic Assistant Visitor Operations Managers to lead our Visitor Experience team. You will support and develop your teams, motivate them, and inspire them as we open the Palace of Westminster to all visitors and engage the public.

You will be responsible for managing the performance of all staff when on duty as well as line managing your own team.

Some of the responsibilities for this role include:

• To proactively lead and line manage your team and oversee their induction, training and ongoing development facilitating a culture of excellence and continuous improvement.
• To take responsibility for resolving any general staff issues that arise, liaising with the Operations Managers and HR as required.
• To support Visitor Experience Managers in the delivery of strategic projects and priorities.
• To welcome visitors to Parliament, provide information, and assist them to their destinations, managing any specific access requirements. Ensure that you and all the team are providing a world-class welcome to all visitors to Parliament, monitoring standards and delivery and proactively identifying improvements and new opportunities to exceed expectation.
• To support the Visitor Experience digital programme, producing and overseeing tours and talks ensuring our high standards are upheld for all digital visits.

Skills and Experience

To be successful in this role you will demonstrate:

• Evidence of the ability to lead, organise and develop a team and to provide a coaching approach with team members or colleagues.
• Experience of delivering excellent customer service with a good understanding of what this looks like, and the ability to meet the needs of different groups and uphold the principles of equality, diversity and inclusion.
• Excellent communication skills with the ability to deliver information to the team and visitors in an effective and informative way.
• Organised, self-motivated and proactive with a flexible and collaborative approach, continually looking to develop skills, displaying a willingness to help others and support wider team activities as required.
• Excellent problem solving skills, with the ability to exercise sound judgement and adapt and respond to changing needs and priorities.

Next Steps and Additional Information

If you would like to apply for this role, please submit your CV and covering letter with a 500 word limit.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.