NATIONAL PORTRAIT GALLERY
Visitor Services Operations Manager
Duty Manager, Visitor Services and Security
Visitor Services consists of the largest group of staff employed at the
National Portrait Gallery, whose objective is to carefully balance the
provision of a genuine welcome and helpful support to visitors whilst
ensuring the security of the Collection and the safety of visitors and staff.
A team of five Visitor Services Operations Managers looks after the day-today running of the Gallery, reporting to the Senior Visitor Services
Operations Manager. They manage a 120 strong team of full-time, parttime and flexible working Visitor Service Assistants who are responsible for
providing a welcoming service to all visitors; the security of the Collection
and the safety of the public. They also assist with income generation.
The Gallery is open to the public from 10am – 6pm, seven days a week,
and until 9pm on Thursday and Friday evenings.
The Gallery is also
extensively used for corporate functions and private hire licensed to 1am.
There will always be a nominated Duty Manager - drawn from the team of
Visitor Services Operations Managers - present when the Gallery is open or
in use by the public.
Purpose of the Job
To
ensure
an
excellent
quality
of
visitor
services,
by
leading
and
motivating a team of Visitor Services Assistants and by regularly taking on
the role of Duty Manager. Efficient and inspirational team leadership is
key to ensuring visitors have a welcoming experience, which meets their
individual needs. This will encourage repeat visits, recommendations,
donations and visits to the exhibitions, shops and café/restaurant. As Duty
Manager you will be expected to spend the majority of your time in the
galleries and public areas leading by example, motivating the Gallery’s
front of house teams to create and deliver an experience for our visitors
which is welcoming and enables them to get the most out of their visit.
Main duties
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
To lead and motivate the Visitor Services Assistants (and at times
Security Officers) to ensure the delivery of high standards of visitor care
in addition to Collection and asset safety, health and safety, security of
the Collection and the Gallery Estate, building presentation and
housekeeping, and to report on these on a daily basis.

To work collaboratively with other members of the Visitor Services team
and other Gallery departments, providing front of house services or
organising activities in the galleries to ensure that appropriate needs are
met and a consistent and seamless service is provided to our visitors.
These may include retail, membership and ticketing, exhibitions,
events, learning and catering.

To work closely with other Gallery departments, such as Marketing,
Engineering and Facilities, Digital Programmes, Finance and Personnel
to ensure mutual understanding of strategic and operational aims.

To
act
as
Duty
Manager
(DM)
on
a
rota
basis,
taking
overall
responsibility for all public and Collection safety and security and
visitor care during opening hours.

During
emergency
situations
to
act
as
the
Incident
Controller,
responsible for the critical responses of staff in regard to visitors, staff
and the Collection. While leading the response acting as the liaison
between the emergency services Lead Officer and the Senior Site
Controllers.

To support the Duty Manager, when not acting as the Duty Manager, in
dealing with any emergencies, security incidents or accidents that may
occur, ensuring that the correct procedures are followed.

To work closely and collaboratively with the Sales and Ticketing
Manager to ensure that the ticketing of temporary exhibitions is
effectively administered and that cash handling procedures are observed
and to demonstrate best practice at all times.

To engage with visitors, answering their questions, enhancing their
understanding of the Gallery’s collection, displays, physical and online
resources.
2

To respond to complaints, taking prompt and appropriate action to
resolve any issues as they arise and ensuring that any lessons are learnt
for the future.

To devise and deliver morning/ pre-start-time briefings for Visitor
Services Assistants, ensuring these are regularly up-dated and clearly
delivered both verbally and in writing.

To manage Gallery events, including outside public opening hours. This
will involve regular weekend and evening working.

To regularly review Visitor Services service delivery and work with the
Senior Visitor Services Operations Manager and Head of Visitor Services
and Security on projects that build on and enhance the quality of the
visitor’s experience.

To ensure the safety and security of visitors, staff and the Collection
through the implementation of agreed health, safety and security
procedures, including assisting in the writing and up-dating of risk
assessments.

To take line management responsibility for a dedicated team of Visitor
Services Assistants, including being responsible for recruitment and
selection, induction, attendance and performance management of your
team.

To deliver induction and training sessions to Visitor Services Assistants.

To oversee the operational performance of all Visitor Services Assistants
in your team, identifying at the earliest stage all staff performance
issues as they arise, including:- lateness, absence and staff conduct. To
further ensure that appropriate performance measures are in place to
support necessary staff improvements within agreed time frames.

To have a full understanding of the Gallery’s Performance Management
systems/processes; working closely with all relevant members of the
Human Resources team to ensure that all informal and formal staff
management processes remain consistent and effective at all times.
3

To coach and develop your team to ensure their skills and knowledge of
the Gallery’s activities are effective and up-to-date.

To assist in the planning and managing of the staff roster including
maintaining accurate annual leave, sickness, training and uniform
records for your reporting team of Visitor Services Assistants.

To work with other Operations Managers to prepare accurate data for
payroll.

To lead team meetings as required and ensure effective communication
channels exist for notifying changes and developments to your own team
and the wider Visitor Services team.

To undertake or assist in investigations in to staff conduct or other
activities that impact on the security of the Collection as directed by
Senior Staff.

To assist, where necessary, on a day-to-day basis, with the roster for
Visitor Services Assistants to ensure there is sufficient cover.

To contribute to the review/updating of standard operating procedures as
required.
Each Visitor Services Operations Manager will have an area of particular
speciality, e.g. uniforms, health and safety, Function Assistants. There may
be a budget attached to this area of responsibility.
Visitor Services Operations Managers work a shift pattern that includes
working until 9.30pm at least once a week as well as working regular
weekends.
A Duty Manager, drawn from the Visitor Services Operation Manager pool,
is expected to be on duty at all times that the Gallery is open to the public,
and this will include late openings and late night corporate hire events.
Therefore, Visitor Services Operations Managers are expected to adopt a
flexible approach to their working hours with an ability to undertake
early morning and late night shifts (ending after midnight).
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This is not, however, an exhaustive list of duties and the Gallery’s
management may, at any time, allocate other tasks which are of a similar
nature or level.
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National Portrait Gallery
Visitor Services & Security
Director of
Operations and
Resources
Head of Visitor
Services and
Security
Head of Marketing
Senior Visitor
Services Operation
Manager
Sales and
Ticketing Manager
Security Manager
Security
Co-ordinator
Visitor Services
Operations
Manager
Visitor Services
Operations
Manager
Visitor Services
Operations
Manager
Visitor Services
Operations
Manager
Visitor Services
Operations
Manager
Visitor Services
Staff Operations
Manager
Visitor Services
Assistant Team
Visitor Services
Assistant Team
Visitor Services
Assistant Team
Visitor Services
Assistant Team
Visitor Services
Assistant Team
Visitor Services
Assistant Team
Security Shift
Leaders
Security Officers
Sales and
Marketing Team
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NATIONAL PORTRAIT GALLERY
Visitor Services Operations Manager
Duty Manager, Visitor Services and Security
Person Specification
Experience, qualification and knowledge

Previous management experience in a front of house role in a visitor
attraction or similar environment.

Experience in a line management role, with a proven ability to lead,
motivate and develop a team, preferably in a large visitor or customer
facing environment.

A track record of working with a number of peer managers to manage a
large team of staff.

A track record of working through others to deliver a high quality
visitor service in a fast paced, public facing environment.

Experience and an understanding of Health & Safety and security
standards as they affect a public venue.

First Aid qualification or willingness to be First Aid trained.

Knowledge of another European language (including British Sign
Language) is desirable.

Knowledge of/interest in art is desirable.

Knowledge or experience of working with Trade Unions is desirable.
Skills and attributes

Ability to deliver excellent customer care.
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
Excellent written communication and interpersonal skills with the
ability to deal effectively and confidently at all levels, internally across
departments and with external contacts.

Well organised with the ability to prioritise, co-ordinate and delegate
tasks in order to meet deadlines while staying calm under pressure.

Computer literate, knowledge of all Microsoft Office packages and
familiar with the Internet.

Ability to take a collaborative approach and
to work effectively as a
part of a team

Ability to assess situations and use discretion and judgement to find
solutions to problems.

Calm and confident when dealing with emergency situations.

Ability to handle customer complaints with ease and authority.

Ability to manage a budget and account for finances within set
processes.

An interest in and commitment to the work of the National Portrait
Gallery.
Other

Flexibility with regard to working hours, including a regular need (as
part of a rota) to be on site during evenings and weekends.

Visitor Services Operations Managers are not provided with a uniform
but are required to dress in smart, business attire.

All staff are expected to be enterprising and maximise opportunities for
income generation in the Gallery.
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NATIONAL PORTRAIT GALLERY
Visitor Services Operations Manager
Duty Manager, Visitor Services and Security
Details of the post are given below and in the job description.
You should
take care to show in your application how you can fulfil the requirements of
the job.
Hours:
The Gallery is open seven days a week, from 10.00 to 18.00, Saturday
through to Wednesday, and from 10.00 to 21.00 on Thursday and Friday.
You are expected to work on a rota basis, covering all seven days of the week.
Full-time gross hours will average 40 per week over the period of the rota,
including a one hour lunch break. Managers are expected to be able to work
from any time between 8.00am and midnight. The Gallery is open every day
except for Christmas Day and Boxing Day.
Pay
The starting salary for this post will be £25,000 per annum.
Pay
arrangements for the Visitor Services Operations Manager are on a 3-point
pay scale that is currently:
On entry
Following Probation *
£25,000 per annum£27,500 per annum
Exceptional Performer
£29,217 per annum
*Movement to the higher rate is subject to the satisfactory completion of the
probationary period and meeting the length of service requirements as at 1st
April.
National Portrait Gallery salaries are reviewed annually through negotiation
with the unions and staff association.
Any increases to individual salaries
will be subject to the terms of the National Portrait Gallery’s annual pay
settlement and will be applied from 1st April.
Annual Leave
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Your annual leave allowance is 25 days per annum, rising to 29 days at the
start of the annual leave year following completion of five years’ service, and
up to 33 days after 10 years service.
Place of Work
Most of the work is based in the Gallery at St Martin’s Place, but all staff are
required to work at other locations if necessary.
Equality
The Gallery believes in the employment and advancement of people solely on
their ability to do the job required.
When recruiting people, we will
therefore disregard their gender, marital status, race, age, colour, nationality,
ethnic origin, religion and sexual orientation.
There will be no unfair
discrimination on the basis of disability. If you would like to submit your
application in a different format we are happy to allow this. Please contact
us (telephone: 020 7306 0055 email: personnel@npg.org.uk) so that we may
discuss suitable alternatives.
Pension
Pension benefits are provided under the Principal Civil Service Pension
Scheme (PCSPS).
Probation and Trial Period
All appointments are subject to satisfactory employment and character
references, security clearance and eligibility to work in the UK. There is a
probationary period of 1 year for all permanent posts.
The probationary
period for this post is 1 year.
Data Protection Act
Information provided by you as part of your application will be used in the
recruitment process.
Any data about you will be held securely with access
restricted to those involved in dealing with your application in the
recruitment process.
Once this process is completed the data relating to
unsuccessful applicants will be stored for a maximum of 6 months and then
destroyed. If you are the successful candidate, your application form will be
retained and form the basis of your personnel record. Information provided
by you on the Equal Opportunities Monitoring Form will be used to monitor
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National Portrait Gallery’s equal opportunities policy and practices.
By
signing and submitting your completed application form you are giving your
consent to your data being stored and processed (if you submit your
application by e-mail and the application form is un-signed we will assume
that consent by you is given) for the purpose of the recruitment process, equal
opportunities monitoring and your personnel record if you are the successful
candidate.
Season Tickets
Interest free loans are available for the purchase of a season ticket for travel
to work.
Please return your completed application form to:
Personnel at: personnel@npg.org.uk
Or by post
Mrs Caroline Wynter
Head of Personnel
National Portrait Gallery
2 St Martin’s Place
London
WC2H 0HE
by 9.00am on Monday 16 July, 2012.
We are expecting to hold interviews w/c 23 July, 2012. Please indicate on
the form if you will not be available on particular days during this week.
If you are delivering your application by hand, please take it to the
reception desk at 39-45 Orange Street.
To ensure the best possible use of our limited resources we are unable to
respond to every application.
application
by
31
July,
If you have not had a response to your
2012,
please
assume
that
you
have
been
unsuccessful on this occasion.
We would like to thank you for your time and effort in returning your
application.
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