Web Test Operations Manager

Closed 01/04/2021

Operations Manager
Job description



Responsible to:

Operations Director

Responsible for:

Deputy Operations Manager, Apprentice Venue Manager, Housekeeping Supervisor.

Contract type:

Full time, permanent


£32,000 per year

About Woolwich Works

Woolwich Works is a new landmark cultural hub for London, housed in five historic buildings on the Royal Arsenal and set to open in 2021. Following a £31m refurbishment by the Royal Borough of Greenwich, our spaces will include a stunning 1500m2 former factory performance and events venue, rehearsal and performance studios, event spaces, outdoor courtyard, and a café and bars. We’ll be home to a number of world class resident artistic companies, including Chineke! Orchestra, the National Youth Jazz Orchestra, Luca Silvestrini’s Protein and internationally renowned theatre company, Punchdrunk.

This job is being advertised by Woolwich Creative District Trust (the ‘Trust’), a new, not-for-profit organisation founded to run Woolwich Works. We’re working to build an exceptional, professional, inclusive creative community that delivers our mission to offer hope and opportunity by enabling people to realise their creative potential.

About this job

The Operations Manager is responsible for the smooth running of Woolwich Works and the management, training and supervision of the visitor services staff. They will also play an active role in supporting the Operations Director in managing the building, overseeing an in-house team and a number of contractors.

The Operations Manager is a hands-on role that will share the majority of duty management responsibilities with the Deputy Operations Manager and will be responsible for supporting a wide range of activities including performances, rehearsals, workshops, meetings, weddings, parties and commercial events. Although this role has overall management responsibilities, it isn’t an ‘office job’ and the postholder will be expected to actively manage the building and support its users and visitors when on shift, and specifically to duty manage larger performances and events – which will include some evening and weekend working.

Is this job for you?

We’re looking for an experienced Operations Manager with significant management experience in working in mid to large scale venues. You’ll be used to overseeing both permanent and casual staff – not only administering the department but also providing clear and meaningful leadership, management and support. You’ll have solid, venue-based health and safety management experience and you’ll be comfortable working safely and effectively in a flexible, multi-arts venue – including managing the safety and compliance interface with visiting shows and events. You’ll be equally comfortable at a desk and on the floor, with good instincts as to where you’ll be most effective at any given time.

How to apply

Please log into our portal https://apply.woolwich.works/ to complete the online application form no later than 23.59 on Sunday 10 January 2021 (the ‘closing date’). Please ensure you include the job reference OM - 12 on the application form. If you can’t complete the form electronically, we can arrange an alternative version for posting - please contact us by phone to arrange.

Interviews for this role are expected to take place week commencing 18 January 2021 – if you're shortlisted, we will let you know week commencing 11 January 2021.

The ideal start date for this position is expected to be at the end of January 2021.

CVs won’t be accepted as an alternative to completing the form, and we operate an anonymous recruitment process. If you’re unable to complete a written application for any reason please either email us or call (020) 8987 8097 so that we can discuss alternative arrangements for assessing your suitability for the job. However, you must do so at least one week before the closing date above.

In these unprecedented times we are receiving an incredibly high number of applications for all of our roles. We apologise in advance if we are slow feeding back on your application, we will as soon as we can. We will always let you know if you have been unsuccessful and we will aim to stick to the time frame outlined in the advert.


  1. To ensure that the visitor services teams provide a high standard of visitor experience to internal and external clients and the general public, working in line with the Woolwich Works Competency Framework and with a positive and proactive culture.
  2. To be the Health and Safety Coordinator, supporting the Operations Director in the management of the Health and Safety Committee and maintaining an overview of all areas of operations such as to ensure a consistent and comprehensive approach to health and safety management, acting as a health and safety champion.
  3. To be responsible for health and safety in respect of all front of house, bar and catering operations and audience management, ensuring that suitable and sufficient risk assessments, safe systems of work and standard operating procedures are in place; and reviewing and commenting upon event and contractor health and safety documentation.
  4. To have responsibility for access and be the first point of contact for all access requirements, and ensure that all visitor services staff are fully trained.
  5. To be responsible for the recruitment, management, training, induction, supervision and rostering of operational staff.
  6. To act as Duty Manager as required by the Operations Director, maintaining a visible presence front of house, assisting visitors, supporting staff and ensuring that the venue is appropriately prepared and well-presented, including directing other departments and directly facilitating venue turnarounds and taking general responsibility (beyond the immediate department) for ensuring that the venue operates in a safe and compliant manner.
  7. To ensure that events and performances are appropriately staffed and serviced such as to ensure that standards of service delivery are met within budget, providing quotations and information as required by the Events and Programming teams.
  8. To be responsible for the management of contracts and suppliers as required by the Operations Director, including keyholding, pest control and office equipment and consumables, ensuring best value for money.
  9. To deal with feedback and complaints from members of the public in a timely and professional manner and resolve issues where possible, or escalate to the Operations Director in line with the Complaints Handling Procedure if an issue cannot be resolved.
  10. To ensure good internal communication between the visitor services teams and other departments, actively contributing information to Artifax and other systems as may be required, and attending Operations Meetings, Staff Meetings and Event / Production meetings as required.
  11. To hold a Personal Licence and to authorise members of staff to sell alcohol, ensuring that they have been suitably trained and inducted. To act as Designated Premises Supervisor if required by the Operations Director.
  12. To be a first aider and fire marshal, and to administer first aid to members of staff, visitors and the general public as required.
  13. To contribute to our Step-Up programme by:
    1. developing and delivering learning and development relevant to your skills and expertise and mentoring and coaching other team members and members of the local creative community and other creative organisations;
    2. b. leveraging relationships with contacts, partners and peer organisations to deliver learning, development and work experience opportunities.

General responsibilities

  1. To champion and promote the values and behaviours set out in the Woolwich Works Competency Framework, promoting diversity and inclusion and acting as an ambassador for the Trust and the borough.
  2. To act as a first aider, fire marshal or Duty Manager if required by the Operations Director or Chief Executive.
  3. To accommodate, support and encourage work experience placements, interns and apprentices.
  4. To work safely and encourage and require others to work safely, in accordance with the Woolwich Works Health and Safety Policy and any other relevant policy or procedure.
  5. To safeguard the organisation’s data, working in line with the Trust’s data protection policies and in accordance with the Data Protection Act 2018.
  6. To be responsible for undertaking training and development as required to meet the needs of the organisation.
  7. To always act in the best interests of the Trust, and in line with all company policies.
  8. To undertake any other duty in line with the level of the job as may be required by the Operations Director.

Person specification

We’ll decide whether to invite you for an interview by reviewing your application against the responsibilities above and the skills below.

Minimum requirement

(Please note that if you cannot demonstrate that you meet this minimum requirement, your application will not proceed through shortlisting.)

  • Significant experience as an Operations Manager, Venue Manager, Theatre Manager (or equivalent) in mid to large scale live entertainment venues (similar experience outside of a live entertainment environment will not be accepted).

Essential skills and experience

  1. An experienced, capable and confident people manager with high levels of emotional intelligence, an eye for detail and an excellence reflex, backed up by significant experience of successfully leading and managing large teams of operational staff
  2. A proven track record of delivering excellence in visitor experience
  3. Significant health and safety management experience, backed up by relevant training and / or qualifications
  4. A positive problem-solver: flexible, adaptable and solutions-driven
  5. Contractor management experience
  6. Good written and verbal communication skills
  7. Good IT skills – confident with all Microsoft Office applications
  8. Passionate about people, communities, diversity and inclusion

Desirable skills and experience

  1. Experience of successfully managing live music events
  2. Security management experience
  3. NEBOSH General Certificate, IOSH Managing Safely qualification or equivalent
  4. First Aid at Work qualification
  5. Experience of using Artifax event management software
  6. An in-depth knowledge of the Royal Borough of Greenwich

If we invite you for an interview, we’ll explore your suitability for the job based on the contents of your application, this job description and our Competency Framework.



Typically 40 hours per week on average, scheduled on a flexible rota over five of seven days (including evening and weekend working). This role will include evening, weekend and bank holiday working for which no additional payment will be offered. You’ll be expected to work operationally for major events.


You’ll be based in Woolwich, south east London. The exact location will be subject to change during your employment. We may require you to work elsewhere or travel within the UK as part of your job.


Based on a full-time contract (40 hours over five days per week), you will have 25 days’ holiday per calendar year plus public holidays (or days off in lieu of public holidays as business needs require).

Probationary period:

Six months

Notice period:

Prior to receiving written confirmation of the satisfactory completion of the probationary period, either you or the Trust can terminate employment by giving one month’s notice in writing.

Following satisfactory completion of the probationary period, the notice period will be four months.

DBS check:

You must tell us about any unspent criminal convictions when applying for this job, and undertake an enhanced Disclosure and Barring Service (‘DBS’) check if appointed (and at least annually thereafter). Having a criminal record will not necessarily bar you from working with us, but we will consider the nature of any disclosed convictions and their relevance to the job and the Trust. If you don’t disclose information relating to unspent convictions, we’ll withdraw any offer of employment that we may subsequently make, or terminate your employment.

References and right to work:

Any offer of employment will be subject to the receipt of two satisfactory, written references, one of which must be from your most recent employer or professional contact. You must have the legal right to work in the UK.

From the Royal Borough of Greenwich, for everyone.