Visitor Services Manager

Polka Theatre in Wimbledon seeks a Visitor Services Manager. This is a full-time role, working a flexible 5-day-per-week pattern Tuesday to Sunday. As Polka is a theatre for children, our hours are mainly daytime. Regular weekend work is required. Polka is the winner of UK Theatre's Most Welcoming Theatre 2024., The Visitor Services Manager will play an important role as part of the Operations & Visitor Services team, working closely with the Head of Operations & Visitor Services, facilitating the efficient day to day running of our venue and shows. You will line-manage the Volunteer Coordinator (with their excellent team of volunteers), the Duty Managers and Visitor Services Attendants to ensure the highest standard of service that Polka can offer its various visitors. Polka welcomes audience members and visitors into our two theatre spaces, shop, cafe, outdoor and indoor play areas and garden. You will embody the ethos of Polka, working proactively to maintain a professional, welcoming and safe environment for our visitors and team members. You will proactively explore ways to maximise the customer experience, playing a key role in ensuring Health and Safety compliance., Hours: full-time 35 hours/week (excluding an hour lunch break), normally within the hours of 8.30am to 6pm. You will work in a varying shift pattern over a 5-day working week Tuesday and Sunday.

You will need to have proven experience in a visitor services management role within the performing arts, cultural sector, or a family-friendly venue. You will need demonstrable team management skills and a proven record of delivering exceptional customer service. Demonstrable experience and knowledge of venue operation, health & safety, security and customer service is required. Strong communication skills, adaptability, problem-solving skills and a calm approach under pressure are necessary, along with good attention to detail, accurate record keeping and a desire to continually seek to improve our operations and service to our audiences, to ensure we continue to live up to our title of UK Theatre's Most Welcoming Theatre 2024.

• Do you want to champion the work of a specialist and unique national theatre for children?
• Do you love working in a public-facing venue or theatre and would prefer mainly daytime hours?
• Are you passionate about promoting excellent customer service and have a strong understanding of Health & Safety?, Salary: £28,000 to £30,000 per annum depending on experience