Overview of role

Working for the London Transport Museum the post holder has direct line management responsibility for the Operations and Resourcing assistants and supervisor with overall responsibility for the smooth day-to-day running of the Operations Room and Reception, organizing all aspects of the complex operational routine, in a single integrated 7-day support function to meet the specialist requirements of Museum callers, and the visiting public. 

To do this by a mixture of directly employed, contracted-out and in-sourced resources as appropriate, enabling the smooth and efficient running of all customer interfaces. With responsibility for the first point of call for most potential future visitors, customers and stakeholders this role is crucial to the public and professional image of the Museum.

Operations and Resourcing Manager will: set service level agreements with other Departments and contractors (Museums ticketing solution supplier), develop, apply and maintain consistently excellent standards of planning, organisation and customer care and services; ensure that all processes and procedures are carried out in accordance with Museum, TfL and legal requirements to facilitate the smooth operation of the Museum.

Key Accountabilities:

Manage and lead the Operations and Resourcing Assistants and Reception. Providing a quality service for all customers and ensuring all daily tasks are completed accurately.

Set agree and monitor and review annually SLA’s with other Museum departments and contractors to ensure highest quality of visitor experience and contribute to the delivery of the organisational goals and objectives.

Manage the Museums ticketing systems, third party relationships, and its integration with the LTM website. Ensuring an efficient and accurate operation selling over 300000 tickets per annum directly from Museum sources or via third parties, for admission and the Museums public programme. This incorporates Payment Card Industry Data Security Standards for front of house operations. 

To manage the administration of the department and assist with banking of Museum takings in emergencies. Administration will include the resourcing of Museum events, space bookings for internal, external clients and compilation of visitor figures amongst other tasks. Manage the Museum’s Facilities helpdesk, being accountable for making sure the calls and responses are kept up to date.

The post holder will deputise for the Head of Operations & Resourcing in all Operational matters relating to the visitor experience.

The role will also carry out any other reasonable request by the Museums management.

Key Interfaces:

Head of Operations & Resourcing - post holders line manager. Post holder to provide support and advice to the Head of Operations & Resourcing to ensure successful operation of the Business.

Operations and Resourcing Assistants/Supervisors: The post holder will manage the team day to day and provide support and advice.

Operations Support Manager – The other Operations department manager, the two managers will work closely together assisting each other where necessary.

Customer Services Managers – post holder will work closely with the Customer Services Managers, ensuring that the visitor offer is fulfilled daily. 

Client departments – post holder will be responsible for delivering services to other Museum departments (e.g. Marketing, Projects) and for creating the appropriate management processes and agreements (e.g. SLA’s) to deliver and monitor these interfaces.

Skills, Knowledge & Experience 

Skills

Strong organisational skills, ability to work under pressure, manage multiple responsibilities and deadlines, ability to prioritise complex and demanding work streams.

Strong Leadership and people management skills.

Strong attention to detail.

Strong interpersonal skills and the ability to build relationships, influence behavioural change and engage with stakeholders.

Creative and flexible with an innovative, customer focused approach.

Knowledge

A professional qualification or equivalent experience

Detailed knowledge and experience of management of a ticketing or CRM system and their operation preferably The Patron Edge or SRO. 

A good understanding of box office process including online sales.

Understanding of the principles of visitor management and visitor excellence.

Detailed knowledge of IT systems including MS Office Suite, especially MS Excel.

Good knowledge of web technology and social networking.

Experience

A professional ticketing Manager with relevant ticketing experience at management/supervisor level.

Experience of managing teams, both as direct line manager and, also indirectly, across multiple disciplines.

Application Process

Please apply using your CV and a two-page covering letter.

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.

The closing date for applications 4th January 2022 23:59 pm

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include:

•    Final salary pension scheme 

•    Free travel for you on the TfL network 

•    A 75% discount on National Rail Season Ticket and interest free loan 

•    30 days annual leave plus public and bank holidays

•    Private healthcare discounted scheme (optional) 

•    Tax-efficient cycle-to-work programme

•    Retail, health, leisure and travel offers 

•    Discounted Eurostar travel