Wellcome Collection is a free museum and library exploring health and human experience, where you can enjoy exhibitions, museum and library collections, public events, and a vibrant shop and café. We also publish books and online stories.
This is a great time to join Wellcome Collection as we embark on an exciting period of change. Wellcome Collection has recently introduced a new ten-year strategy and this role will play an important part in bringing to life our vision of a world where everyone’s experience of health matters.
Wellcome Collection is part of Wellcome Trust, a global charitable foundation that supports science to build a healthier future for everyone. Wellcome Trust plans to spend 16bn over the next ten years, funding new discoveries in life, health, and wellbeing, and taking on three global health challenges: mental health, infectious disease and climate and health.
These challenges need the bold science we support, but they won’t be solved by science alone.
We are looking for Visitor Experience & Engagement Manager to join our team on a permanent basis.
Where in Wellcome will I be working?
You will be working as part of the Visitor Experience & Engagement team at Wellcome Collection which is at the heart of Wellcomes’ work.
The Visitor Experience & Engagement team is key to ensuring visitors engage with everything Wellcome Collection has to offer through a high-quality, interactive and multi-layered experience. This includes every stage of their contact, spanning pre-visit information and planning, in venue interaction and engagement, and post-visit communication and feedback.
You’ll have the opportunity to line manage a high performing and motivated team whose focus on content interpretation and quality of visitor engagement make their role distinctive and highly unusual in the sector.
What will I be doing?
As a Visitor Experience & Engagement Manager, you will be responsible for the day to day management of a world class museum welcoming in excess of 600,000 visits per-annum, working to continuously develop the visitor experience, depth of engagement and the accessibility and inclusiveness of Wellcome Collection.
As part of a team of managers you will manage, motivate and drive a team of Visitor Experience & Engagement Hosts and Facilitators, modelling Wellcomes’ values and providing a creative, diverse, collaborative environment where strong leadership equips the team to experiment, take risks, get stuff done, and develop their careers.
As Visitor Experience Manager you will have:
• Line management experience with a track record of delivering results and developing and motivating high performing teams.
• Experience of venue management in a cultural and / or heritage setting
• Experience in recruitment and training.
• Demonstrable experience of acting as the primary point of contact to resolve escalated visitor issues and complaints, taking prompt and appropriate action and dealing with difficult situations.
Is this job for me?
We are looking for someone who can step in with confidence and help us manage the team as well as Wellcome Collection as a venue, and drive forward innovation excellence. A talented individual who can build rapport with staff and lead by example, you will have exceptional people management skills with the determination to hold yourself accountable to your team, colleagues beyond your team, the organisation and our visitors.
We are looking for somebody who:
• Leads by example with the determination to hold yourself accountable to your team, colleagues beyond your team, the organisation and our visitors.
• Maintains the ability to build a positive working culture through a strong coaching and collaborative management approach, where team members feel valued and trusted.
• Understands what motivates people, celebrating achievement at every opportunity, actively challenging poor performance when required, supporting and ensuring improvement.
• Has the ability to foster an experimental outcome-based culture that values learning and continuous improvement and empowers the team to take ownership and responsibility themselves.
• Will contribute to a diverse and inclusive culture across the organisation, working across departments.
Diversity and Inclusion is at the heart of everything we do
Diversity and Inclusion is a priority at Wellcome. We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes making adjustments for people who have a disability or long-term condition. Please visit our website for more information on adjustments and accessibility, or contact us.
Upon a conditional offer being made, the successful applicant for this position will be required to undertake a Basic Disclosure and Barring Service (or equivalent) criminal record check to disclose any ‘unspent’ criminal convictions or conditional cautions under the Rehabilitation of Offenders Act 1974. The criminal record check with not show anything that is ‘spent’.
Application Instructions
Closing date: Monday, 16 September 2024
Interview dates: Week commencing Monday, 21 October 2024
