Job Introduction
Role Purpose
Join Poole Museum as a key leader in shaping an exceptional visitor journey. As Visitor Experience Manager, you’ll ensure every guest enjoys a welcoming, engaging, and memorable experience that connects them to Poole’s rich cultural environment. You’ll lead a dynamic team including volunteers, oversee front-of-house operations, and contribute to the museum’s financial sustainability through enterprise activities.
Main Responsibilities
- Lead and manage the day-to-day visitor experience, ensuring high standards of service and engagement.
- Supervise and develop a team of Visitor Experience Assistants and volunteers.
- Supervise retail, events, and donation operations to maximise income and enhance visitor satisfaction.
- Maintain a safe, accessible, and visually appealing environment across all public areas.
- Collaborate with museum teams to support programming, enterprise, and strategic goals.
- Ensure compliance with security, health and safety, and financial procedures.
- Actively engage with visitors on-site and support out-of-hours operations as needed
The Ideal Candidate
You are a confident, people-focused leader with a passion for culture, arts and visitors and delivering outstanding customer service. You bring:
- Proven experience in high-volume visitor or customer service environments.
- Strong team management and organisational skills.
- Financial acumen and experience with trading accounts and income generation.
- Excellent communication, decision-making, and problem-solving abilities.
- A flexible, proactive approach and commitment to inclusivity and accessibility.
- Knowledge of operations in the tourism, cultural, arts or heritage sector/s
We hope the successful candidate can join us by early September 2025, however, we can wait for the right candidate.
We anticipate a two-stage selection process (online and in person), indicative dates are 6th August (first stage) and 11th August (final stage).
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
We offer an excellent benefits package to colleagues. Find out more on our website.
As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We have been in a process of collective bargaining since 2019 and have positively worked forward to reach an agreed position with the unions for the new contractual offer. This has taken longer than we hoped and therefore we are having to consider all alternative avenues available to enable us to remove inequality in the organisation as a result of bringing together 3 councils.
We are in the process of establishing a timescale for implementation, and all colleagues joining us will be included in these changes. We want to reassure everyone that whichever route is taken to reach the new terms and conditions, we can honour continuous service and there will not be any job reduction as a result of the implementation of Pay and Reward. If you have any questions at all about this process, please feel free to raise this with the hiring manager.
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