Visitor Experience Duty Manager

Overview

As Visitor Experience Duty Manager, you help ensure a world-class experience for visitors while keeping the site safe, accessible, and well maintained. You will lead a busy, cross-functional team in a dynamic arts environment and respond decisively to incidents, shaping how guests and staff experience Southbank Centre. This role sits at the intersection of guest service, operations, and safety, offering meaningful impact across concerts, events, and public programs. You will be part of a mission-driven venue known for innovation and inclusion, providing a welcoming home for artists and audiences alike.

Responsibilities

• Lead delivery of world-class customer service through knowledgeable, friendly, and efficient interactions
• Manage multiple events simultaneously across a large site (e.g., concerts, outdoor events, free programming)
• Make safety-critical decisions in emergencies, including stopping events and evacuations when necessary
• Ensure spaces meet high standards of cleanliness, signage, layout, and facilities, and coordinate with relevant teams on issues
• Oversee ongoing performance management of team members, including absence management and pastoral care

Key requirements

• Experience in venue management, preferably in a multi-faceted arts environment or performance venue
• Proven ability to lead and motivate large teams in fast-paced, audience-focused settings
• Working knowledge of Health and Safety, Fire Regulations, and Personal Licence Holder responsibilities
• Service-oriented leadership with the ability to adapt management style to different situations
• Ability to make timely decisions and remove obstacles to enable action

• leadership
• adaptability
• decision-making
• Health and Safety knowledge
• Fire Regulations knowledge
• Personal Licence Holder (POLH)

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