JOB DESCRIPTION
Job Title:
Visitor Experience Manager
Responsible to:
Operations Manager
Purpose of Job/Key objectives
To ensure the complete safety and security of Turner Contemporary’s world class gallery,
encompassing building, artworks and visitors.
To work professionally as part of the Learning and Visitor Experience Team and with
colleagues across the organisation to provide a world class experience for our visitors,
ensuring the gallery is safe, welcoming and engaging.
Principal Duties/Tasks and responsibilities
Health and Safety / Security
Ensure the security of the gallery and artworks. Regularly take part in opening and closing
building procedures with the Security Officer, ensuring complete security compliance at all
times.
Manage the Gallery Assistant team and inspire them to work efficiently and effectively
within the galleries to ensure public safety, security of collections and effective visitor flow.
Be vigilant at all times to the safety and security of the exhibits according to guidelines
issued by the Exhibitions Team.
Be vigilant at all times in ensuring that Health and Safety standards are adhered to.
Take a lead role in and coordinate any emergency evacuations as required following
emergency procedures, ensuring the safety of all visitors at all times.
08/05/2013
Act as designated first aider for the organisation undertaking additional training as
required.
Visitor Experience
Inspire and motivate the Gallery Assistants to ensure we deliver an exceptional standard of
service at all times. Lead the team in communicating important messages to our visitors to
encourage engagement and charitable giving.
Ensure that the galleries are ready for opening to the public each day in accordance with
exhibition specific guidelines, that front of house staff are ready for opening and the team
are fully briefed for the day ahead.
Work with the facilities team to ensure that all public spaces are presented to the highest
possible standards. Ensure that visitor information is readily available and on site signage is
complete and up to date.
Schedule the Gallery Assistants to ensure that the galleries are appropriately staffed in line
with Turner Contemporary’s programme and events. Carry out additional administrative
duties as required ensuring the efficient operation of the Visitor Experience team.
Organise and manage events and functions which could be at any time during the week,
weekends and bank holidays occasionally including late night working.
Manage the Gallery Assistants and be available to confidently handle any customer
comments and complaints when required. Assume the role of Gallery Assistant if required.
Have full and up to date knowledge of all exhibitions, events and the Turner Contemporary
programme ensuring that this information is readily available for the team. Maintain
effective communications with the Gallery Assistants ensuring that they are equipped to
deal effectively with any customer enquiries.
Work closely with the Retail Manager to ensure that the welcome desk and shop provide
an exceptional experience to all visitors. Be able to provide support and work on the
welcome desk when required.
Be pro-active in ensuring that we maintain full accessibility for all of our visitors.
08/05/2013
Assist in the preparation and delivery of training programmes for the Gallery Assistants
Present yourself smartly and professionally at all times.
Additional Duties
Liaise effectively with colleagues across the organisation to ensure that projects enhance
the visitor experience.
Adhere to strict cash handling procedures in the processing of cash donations.
Pro-actively monitor the building fabric and systems reporting issues as they arise to the
appropriate person.
Attend and contribute to meetings, briefings and training sessions relevant to the post.
Undertake any other duties as reasonably directed.
Staff are required to undertake frequent training across all areas of the programme.
NB this job description is provided to assist the post holder to know their
principal duties. It may be amended from time to time in consultation with
you, by or on behalf of the Director of Turner Contemporary without change to
the level of responsibility appropriate to the grading of the post
Person Specification
Specification
Essential
Desirable
Skills:
 Minimum 2 years supervisory
experience including previous line
management experience
08/05/2013

 A strong background in customer or

visitor services
 Excellent communication skills with a

broad range of people
 Cash Handling Experience

 Experience in managing events

 Experience of Health and Safety issues
in relation to a public space

 Strong IT skills, experience in
Microsoft office applications.

 Flexible approach to working hours

 Experience of security issues

 Security Industry Authority recognised
training/licence.

 Experience of coordinating emergency
procedures

 Interest in and knowledge of the
visual arts and understanding of the
mission and values of Turner
Contemporary.
08/05/2013

Key conditions of service
Contract:
Full Time. Fixed term for one year with
opportunity for extension.
Location:
Turner Contemporary, Margate, Kent
Hours:
To include weekends, evenings and late nights
when required.
Salary:
08/05/2013
£22,000