1839 - Head of Visitor Engagement

This vacancy has now expired  Print

Posted: 07/09/2018 09:07
Start Date: Not Available
Salary: £39,063
Location: World Museum
Level: Senior management
Deadline: 09/10/2018 12:00
Hours: 37.00
Benefits: Company Pension Scheme, Employee Assistance Programme, Travel Loan and Childcare Voucher Scheme
Job Type: Established [A]

*Applications for this position are via CV and covering letter. Please upload these as one document.

Head of Visitor Engagement

Join us to help lead the our Visitor Services and Security department at National Museums Liverpool, the national museum in the north, and the world’s leading example of an inclusive museum service. Attracting over 3 million visitors a year across an amazing range of museums and galleries NML is the only national museum based entirely outside London.

Reporting to our Executive Director (Education & Visitors) this exciting new role will be responsible for leading our Visitor Services and Security team, contributing to and developing our front of house strategy ensuring we deliver the highest standard of visitor engagement and care.

The ideal applicant will come with a proven track record in customer services as well as a demonstrable understanding of strategic, technological and compliance issues current in security and its application across a multi sited organisation.

Based in the iconic World Museum in the heart of Liverpool city centre you’ll enjoy life in one of Britain’s fastest growing cities with an amazing lifestyle and cultural offer, opportunity to join the civil service pension scheme, 36 days annual leave, flexi-time and other excellent benefits.

Closing date for applications: Monday 1 October 2018

Interviews will be held on Monday 15 October 2018

Purpose of the Role:

Reporting to the Executive Director for Education and Visitors the post holder will:

  1. Provide effective leadership and management for National Museums Liverpool’s (NML) Visitor Services, Housekeeping and Security departments.
  2. Create and deliver operational strategies for an excellent visitor experience across NML.
  3. Facilitate a strategic review of front of house services across NML in consultation with NML’s Commercial, Marketing, Estates, Retail and Fundraising departments to produce a shared Visitor Charter for engagement
  4. Produce strategic direction and guidance for standard operating procedures that deliver consistent front of house services; supported by excellent provision.
  5. Develop operational strategies and practices to ensure that security is at the forefront of all NML developments and are in line with Government policies and initiatives.
  6. Lead a strategic review of security provision across NML’s buildings to comply with statutory requirements and professional standards. Working with colleagues across the organisation ensure that policies and procedures are current, relevant and maintained
  7. Assume practical responsibilities for all matters relating to the security of buildings, collections and colleagues. Ensure that all security standards are developed, implemented and maintained.
  8. Lead and direct the continuous development and delivery of NML’s Safeguarding programme, for children and vulnerable adults, acting as chair of the Safeguarding Steering group.

 Visitor Services and Housekeeping Department

  • Demonstrate management competence and effectiveness to provide strategic direction for the delivery of a dynamic visitor services function. 
  • Support organisation wide income generation strategies that relate to Visitor Services. To support public charging models (i.e. planetarium), membership and individual giving etc.
  • Provide leadership to enable activity that encourages visitor voluntary donations.
  • Set and review operational standards and consistencies through revised training and methodology strategies to support efficient practices.
  • Lead on independent appraisals, risk and audit assessments with regards to Visitor Services and Housekeeping. Lead on the implementation of any recommendations.
  • Oversee the procurement and implementation of business critical contracts for the effective delivery of public services and resources within the remit of the department (e.g. washroom services and waste management)

Security Department

  • Oversee the management of day to day provision of security systems across NML estate.
  • Review, monitor and develop security systems within NML properties, such as CCTV / recordings, intruder detection, develop as required within funding availability.
  • Advise on all aspects of security arrangements and provide the NML Executive Team with relevant high level strategic information and reports as necessary
  • Liaise with external agencies, other institutions and with the National Security Advisor on a variety of matters including loans from and into NML, to ensure security arrangements are made in compliance with the government indemnity scheme
  • Monitor and provide advice on the National Security Alert status and it’s impact upon operational matters
  • Liaise with local police services on matters affecting security based on local information or trends.
  • Develop and implement a planned, documented programme of security risk assessments for NML premises and for external premises as required.
  • Liaising and providing security input into the Emergency plan
  • Provide advice on the security aspects of projects, including development, installation, planning and decant / transfer of collections, also the acquisition of temporary premises for the storage of collections
  • Manage and periodically review the provision of externally security contracts
  • Provide advice upon the purchase and installation of display cases, including the purchase of new locks/barrels and replacement keys.
  • Provide advice on ongoing staff training and current thinking such as “run, hide and tell”, ARGUS training, griffin training etc.

Budget responsibility

  • Manage a budget in excess of £500k.
  • Liaise with other departments including finance to ensure good governance, best practise and value.
  • Adhere to the standards expected of all public services as defined by the HM Treasury publication “Managing Public Money”. Those standards are honesty, impartiality, accountability, openness, accuracy, reliability, transparency, objectivity, integrity and fairness. These standards should be carried out in the spirit of, as well as the letter of, the law; in the public interest; to high ethical standards and achieving value for money.

Directorate Senior Management:

  • Assist the Executive Director by providing high level specialist advice to senior colleagues and Trustees on all matters relating to visitor services, housekeeping security and wider front of house areas to ensure an excellent customer service
  • Contribute to the annual Directorate strategic plan by producing operational activity and financial planning processes.
  • Provide support and leadership to motivate colleagues to ensure the highest levels of performance in their respective areas of responsibility, to establish integrated and visitor focused performance for all visitors.
  • Maintain effective relationships with external partners and organisations to identify and maximise grant opportunities to improve the visitor service and attract external funding wherever possible.
  • Assist in the delivery of DCMS programme performance targets.
  • Exercise probity and responsibility to account for the most effective use of all Visitor Services and Security expenditure, delivering value for money within the context of a sound business plan.
  • Provide clear performance objectives and maximise the contribution of staff and volunteers through maintaining a culture of learning and development.
  • Effectively represent the Visitor Services Department as a member of NML’s Senior Management Team and other internal or external foray as required.
  • Contribute ideas and action which support the NML Equality and Diversity Action Plan, and promote non-discriminatory practices in all aspects of work undertaken.
  • Adhere to NML’s Health and Safety policies and procedures, and contribute towards the continuance of a sound health and safety culture.
  • Undertake such other duties relating to the role as may be assigned.
  • Actively promote and champion National Museums Liverpool’s THRIVE cultural change programme, ensuring it is embedded in all areas of work and responsibility.

The post holder will be expected to show the highest level of integrity and confidentiality in the provision of these duties.

The details contained in this job description reflect the content of this job at the date of being prepared.  It is however possible that over time the nature of the job will change.  Consequently National Museums Liverpool will expect to revise this job description from time to time and will consult with the post holder at the appropriate time.

Employee Specification:  Head of Visitor Engagement PB7






Appropriate degree




Senior strategic management leading a large and complex customer facing team



Experience of procuring external services and suppliers.



Experience of working with a wide range of visitor groups, community groups and partners



Experience of managing and negotiating complex change programmes with internal and external stakeholders




Suitable and sufficient experience and training to apply the broad principles of their security knowledge.




Experience in the management of security contractors for both hard and soft services



Knowledge and Skills

Demonstrable management competence and effectiveness



Thorough knowledge of security legislation, principles, and national standards



Knowledge of the above, as applicable to the security of a national cultural sector organisation



Proven leadership with the ability to motivate people to achieve results and to build teams



Ability to identify and maximise income generation opportunities within Visitor Services provision.



Demonstrable commitment to and understanding of equality and diversity and social inclusion E  

Ability to identify and maximise external funding opportunities



A pragmatic business sense



Ability to effectively plan and deliver against strategic objectives



Excellent interpersonal and communication skills



Effective problem-solving and analytical skills



Self starting, competitive, enthusiastic




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