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Operations Manager

The closing date for this role has now passed


Reporting to: Head of Retail and Visitor Experience

Liaison with: Management team, Visitor Experience team, all visitors and guests

Purpose of job: To work with the Head of Retail and Visitor Experience, Visitor Experience Manager and team to ensure the delivery of a high-quality customer-focussed experience to all visitors, guests and users, from the moment of arrival on site until departure. To duty manage a growing site providing operational support for all relevant teams.

Hours: Full time 37.5 per week, to include most weekends

Salary: Circa £25,000 dependent on experience

MAIN Responsibilities

Duty Management

  • To be the principal duty manager on site, troubleshooting and responding effectively to any incident which arises, including complaints, accidents and emergencies.
  • Oversee the duty manager programme including all aspects of rotaring, briefings and training.
  • Help – along with the technical services team - maintain the cleanliness, tidiness and overall condition of the site and its facilities.
  • Ensure strong communication across all relevant departments; deliver morning briefings to operations and visitor experience teams and lead weekly operations meetings.
  • Work with supervisors on site to deploy staff resource effectively, depending on visitor need and impact.
  • Liaise with external individuals and organisations whose activity may impact on the operational running of the site.

Visitor Experience

  • Be fully informed about the SS Great Britain Trust, its products, services and activities in order to relay accurate information to visitors and enquirers. Have a detailed knowledge of daily on-site events, activities and any other operations affecting the visitor experience, and relay all relevant information to front line staff.
  • Inspect, record and ensure the visitor experience in all respects is maintained onsite at all times and to intervene as required to maintain the highest standards.
  • Motivate, lead and manage teams. Act as a role model for delivering a consistent, efficient, seamless and world-class customer experience across the site.
  • Handle and resolve all escalated visitor queries and complaints.
  • Oversee relevant data capture on site. Collate and share results of external quality assurance schemes.

Operational Support

  • Lead and manage the front-facing Visitor Experience Team in the absence of the Visitor Experience Manager.
  • Rotaring and holiday management of Visitor Experience Team within agreed budgets.
  • Assist with recruitment and Staff training as necessary.
  • Support the team of three Operations Officers in the areas of Group Bookings, Volunteers and Departmental Admin.
  • Oversee cash procedures where required.
  • Seek every opportunity to improve operational resilience within the context of a growing site.

Other projects

  • To undertake and manage site-based special projects and development as and when required.
  • Some evening work may be required

Person Specification


  • Clear understanding of the role and value of Brunel’s SS Great Britain as a maritime museum, visitor attraction and education organisation.
  • Substantial experience in a customer-facing role, ideally in a visitor attraction, museum or similar.
  • Supervisory or management experience.
  • Experience of cash handling.
  • Excellent diplomacy and interpersonal skills together with the ability to lead and motivate staff.
  • Excellent organisational skills and the ability to prioritise.
  • Resilience and the ability to make quick and reasoned decisions.
  • A flexible approach to working hours


  • Research, analytical and some project management skills.
  • Valid First Aid qualification

How to apply

Please complete an application form and send it to

Closing date for applications: 9am, Monday 25 November 2019

Interview date: Tuesday 3 December 2019



The SS Great Britain Trust is committed to diversifying our audiences and workforce. We actively encourage applications from candidates from groups under-represented in our organisation including; Black, Asian and minority ethnic, Disabled people.

All full time posts can be considered for job share