Overview
As Head of Customer Experience, you will lead the day-to-day running of the venue, ensuring exceptional standards across customer service, operations, team performance, health and safety, and commercial delivery.
You will be responsible for creating a welcoming, engaging and memorable experience for every guest whilst ensuring the attraction operates efficiently, safely and profitably.
This is a hands-on leadership role, ideal for someone who enjoys being visible on the floor, supporting teams and driving continuous improvement.
Visitor Experience
- Lead and champion an outstanding visitor experience throughout the attraction.
- Monitor customer feedback and implement improvements to enhance guest satisfaction.
- Ensure all areas are clean, engaging, welcoming and operating to the highest standards.
- Resolve customer concerns professionally and effectively.
- Create a culture where exceptional customer service is at the heart of everything we do.
- Oversee the daily operation of the attraction, ensuring smooth and efficient running.
- Manage staffing levels and rota planning to meet business needs.
- Drive operational performance and efficiency across all departments.
- Ensure all opening and closing procedures are completed correctly.
- Support the delivery of special events, school visits and seasonal activities.
Team Leadership
- Recruit, train, develop and inspire a high-performing team.
- Conduct regular one-to-ones and performance reviews.
- Create a positive, energetic and supportive working environment.
- Coach managers and supervisors to deliver excellent leadership throughout the venue.
- Promote a culture of accountability, teamwork and continuous improvement.
Health & Safety
- Ensure full compliance with all health and safety policies and procedures.
- Maintain high standards of risk management and safeguarding.
- Conduct regular venue inspections and audits.
About You
We're looking for an experienced operational leader who is passionate about customer experience and enjoys working in a fast-paced visitor attraction environment.
Essential
- Previous experience in an Operations Manager, General Manager, Visitor Experience Manager or similar leadership role.
- Strong people management and team development experience.
- Excellent customer service and complaint resolution skills.
- Experience managing operational performance and KPIs.
- Strong organisational and problem-solving abilities.
- Confident decision-maker with the ability to remain calm under pressure.
- Flexibility to work weekends, bank holidays and school holidays. (Must be committed to one day at the weekend)
Desirable
- Experience within visitor attractions, leisure, hospitality, family entertainment, tourism or retail.
- Health & Safety qualification.
- First Aid qualification.
If you're passionate about delivering exceptional guest experiences, leading successful teams and helping create magical memories for families, we'd love to hear from you.
Applications with a cover letter will be considered first
Job Type: Full-time
Pay: £35,000.00-£40,000.00 per year
Work Location: In person
