We're looking for a Visitor Operations Coordinator to join us on a two year fixed-term contract. 

What you will be doing

• Working with your colleagues, you’ll have shared responsibility for delivering operational efficiency and an outstanding on-site experience for the year-round public visitor operation. This will include the following -
• Lead the management and upkeep of the online booking system, scheduling tours, events and ticket options as required.
• Act as the main point of contact for the visitor management booking system provider and other key contractors. Use data and insight, statistics and system reports to improve colleague user experience and maximise team efficiency.
• Manage the museum and tours dashboard and report on trends and guest feedback. Provide analysis on these data sources to continually improve our year-round offer and guest experience.
• Act as the lead for all website updates, and system upgrades where appropriate.
• Work with the communications and marketing teams to suggest and monitor year-round public visitor operation communications.
• Work with the marketing team to assist with media projects in line with year-round guest strategy.
• Assist the Museum & Tours Manager with all elements of the year-round guest experience strategy as required.
• Assist with the management of the Museum and Tour Experience team (MET) and Blue Badge Guides to ensure consistent standards of customer service and efficient working practices.
• Liaise with the internal colleagues and departments to ensure all elements of the tour route are maintained to the highest standards. Work with security colleagues to escalate incidents and communicate where required to ensure the safety and security of all guests and staff.
• Lead front of house public liaison procedures to respond to escalated incidents and queries.
• Assist with all internal and external enquiries, communicating positively with all departments, contractors and the general public.
• Process private tour bookings as required including booking in guides, additional staff and processing payments.
• Manage uniform requirements ensuring that our public facing staff meet the expected service standards.
• Coordinate operational matters relating to the day to day tour operation, liaising with relevant teams such as Retail, F&D, Estates, Security and the Club to ensure clear communication and respond to challenges as required.
• Monitor service level standards and implement service improvements where appropriate.
• Complete the end of day finance reconciliation when required.
• Act as decision maker on Museum and Tours operational procedures in the absence of senior staff relating to private tours, events queries, and daily operations.
• What part your role will play in The Championships
• Assist with staffing levels and rotas, liaising with Retail, Guest Services team, Security and all other relevant groups to ensure `outstanding’ guest experience and appropriate levels of health and safety for all.
• Assist the coordination of rotas, scheduling and staffing requirements for the Championships period.
• Be responsible for the management of the MET team and Museum operation during the Championships as per the operational requirements and office staff rota.
• Manage museum capacity and queuing system where required.
• Lead the ticket scanning initiative for the Museum during the Championships.

About you

• You’ll have a proven track record of delivering exceptional customer experience
• You’ll be tach-savvy and will have experience of working with visitor systems.
• You’re able to work with data and information in different formats to create management information which can be used to make operational improvements and in turn increase guest satisfaction.
• You can multi-task, and work both as part of a team and independently. Able to manage fluctuating workloads and adapt to different tasks.
• You’ll have excellent written and spoken English language skills, and have a good level of numeracy. Additional languages would be an advantage.
• Have good attention to detail, and the ability to work at an intermediate level with Microsoft Office, particularly with Microsoft Excel.  You’re comfortable with the creating and management of spreadsheets and databases.
• You’ll be available to work 35 hours per week, usually on a five day in seven rota basis. This will include regular working on weekends and Bank Holidays. You’ll need to work additional overtime during The Championships.

About us

The All England Lawn Tennis Club (Championships) Limited (AELTC) organises and stages The Championships, Wimbledon, widely regarded as the world’s premier tennis tournament, hosted on the Grounds of one of the world’s most prestigious tennis clubs.

Our Heritage team is responsible for welcoming the public year-round, to visit both the award-winning Wimbledon Lawn Tennis Museum and tour the Grounds including the main show courts. We provide visitors with a range of enjoyable, informative and educational experiences, that support our goals as a guardian of the game’s history, keeping AELTC at the pinnacle of the sport.

Our business has grown in recent years, and we expect this to continue. We have plans to further improve our facilities and invest in our people in future years. Our success is important to us, and we are guided by our key values of Heritage, Integrity, Respect and Excellence.