Visitor Experience and Operations Manager

Visitor Experience and Operations Manager

Shoreditch Town Hall Trust Closing date: Mon, 20 Jul 2026

Artform: Combined arts
Role: Customer Service
Contract: Permanent
London
  • Full time
  • £30k-£40k

Wed, 01 Jul 2026 "> published -

Job Description

The Visitor Experience and Operations Manager is a full time role at the centre of Shoreditch Town Hall's daily activity. The successful candidate will join a busy team and lead the smooth, safe and efficient running of the building, ensuring consistently high standards across all front and back of house operations.
The postholder will oversee the visitor journey from end to end, including building presentation and customer service to staffing, compliance, and contractor management systems. They will
work closely with colleagues across Operations, Events and the Cultural Programme to support the delivery of performances, hires and artistic activity, ensuring that every visitor, artist and client receives a warm welcome and an excellent experience.

Job Requirements

Act as the afternoon/evening/weekend duty manager 5 shifts per week.
Provide reception cover when necessary.
Promote and maintain the highest standard of customer service.
Publicly represent Shoreditch Town Hall in a prepared and professional manner.
Implement and monitor sustainable operational practices (waste, energy use, suppliers).
Support the organisation in achieving environmental targets.
Work unsocial hours as required.
Maintain confidentiality.
Undertake any other duties which may be reasonably requested to ensure the smooth running of the organisation.
This role will require manual labour during event and bar set-up and strike.

Job Responsibilities

Line manage the Venue Operations and Facilities Coordinator
Manage all Casual Staff (including Duty Managers) and Volunteers, coordinating all communication and operational and administrative duties as necessary.
Administrate the casual team staff payroll and liaise with the finance team ahead of the fortnightly payment run.
Conduct performance reviews, manage underperformance and support staff development.
Foster an inclusive, motivated and high-performing team culture.
Lead on the recruitment of all Casual Staff (including Duty Management, Bar, Box Office, Front of House and Event staff).
Attend regular meetings as required.
Manage allocated budgets effectively, always minimising expenditure where reasonably possible.
Ensure GDPR compliance in relation to customer and volunteer data.

Useful Links

Job Overview

  • Job Title: Visitor Experience and Operations Manager
  • Salary: £30k-£40k
  • Hours: Full time
  • Artform: Combined arts
  • Role: Customer Service
  • Contract: Permanent
  • Closing date: Mon, 20 Jul 2026
  • Location:
    London
    | view on Google Maps

Job: Visitor Experience and Operations Manager

Job: Visitor Experience and Operations Manager

Organisation: Shoreditch Town Hall Trust

Postcode: EC1V 9LT

How to Apply

Please submit your CV; your Additional Details Form and a Cover Letter (no more than 2 sides of A4) detailing your interest in, and suitability for, the role. Make sure to highlight your relevant experience and any training you might have.
If you would prefer to submit a video recording of your Cover Letter (no more than 5 minutes long) please ensure it is in a MP4 or
MOV format.
Send these three documents to
[email protected] by the
deadline stated in the role’s Recruitment Pack.

Please also complete the anonymised equal opportunities form, which can be downloaded via our website.

We will use your CV and Cover Letter to decide whether to invite you to interview or not.