About this job

As a Visitor Experience Supervisor at Woolwich Works, you’ll play a key role in ensuring the smooth delivery of exceptional visitor service across all areas of the venue, including the bar, café, box office, and events. Leading by example, you'll supervise Visitor Experience Assistants during shifts, oversee operational delivery, and act as the first point of contact for front-line queries. You’ll also support training, ensure compliance with health and safety procedures, and help create a welcoming, safe, and inclusive environment for all guests, artists, and staff.

This role is ideal for someone with hands-on experience in customer service or hospitality who is ready to take the next step into leadership in a vibrant, creative setting.

Key Responsibilities

Team Leadership & Supervision

• Lead shifts by assigning duties, providing on-the-ground support, and ensuring consistent standards across all service areas.

• Act as the primary escalation point for staff queries and minor customer complaints, resolving issues proactively and professionally.

• Support the induction, mentoring, and ongoing training of new and existing team members.

• Monitor performance and adherence to venue standards, feeding back to the Visitor Experience Manager where necessary.

Customer Service & Visitor Experience

• Ensure every visitor receives a warm, informed, and helpful welcome across the venue, whether at the box office, bar, café, or during events.

• Support the delivery of accessible services, providing guidance and assistance to visitors with additional needs.

• Maintain up-to-date knowledge of the venue’s programme, policies, and offers to accurately assist visitors.

Food, Drink & Retail Operations

• Supervise bar and café operations, ensuring the preparation and serving of food and beverages is in line with licensing and hygiene standards.

• Support stock control, stock takes, and restocking processes; report low stock levels and wastage to relevant managers.

• Ensure all sales (ticketing, retail, bar/café) are processed correctly and tills are balanced in accordance with venue procedures.

Event & Hospitality Support

• Oversee event set-ups and clear-downs, ensuring service spaces are event-ready and transitions run smoothly.

• Deliver or delegate hospitality tasks, including rider set-up, VIP service, and bar-led event hosting.

• Liaise with the Duty Manager and technical teams to ensure service runs in line with the event schedule.

Health, Safety & Compliance

• Uphold and enforce Woolwich Works’ Health & Safety, Fire Safety, Food Hygiene, and Licensing policies during every shift.

• Carry out venue checks and risk monitoring, addressing any immediate issues and reporting hazards.

• Act as a Fire Marshal during evacuations and support emergency procedures as directed.

• Ensure responsible alcohol service practices are followed, including Challenge 25 checks.

General responsibilities

Lead, support and develop the team, fostering a high-performance culture through clear goals, mentoring, and professional development opportunities.

Undertake designated responsibilities, such as a First Aider, Fire Marshal or Duty Manager if required and appropriately trained.

Ensure full compliance with all relevant legal, licensing, health and safety, safeguarding, and internal policy requirements.

Support the development of future talent by welcoming and mentoring work experience placements, interns and apprentices, creating an inclusive and supportive environment.

Promote and maintain a safe working environment, following the Trust’s Health and Safety Policy and all other relevant policies, procedures and encouraging others to do the same.

Protect the organisation’s data and information assets, ensuring all work complies with the Trust’s data protection policies and the Data Protection Act 2018.

Take personal responsibility for ongoing learning, undertaking training and professional development as required to meet the evolving needs of the organisation.

Always act in the best interests of the Trust, complying fully with all relevant organisational policies and procedures.

Carry out any other duties reasonably expected of the role.

Note: This job description outlines key responsibilities but does not form part of the employment contract. Duties may evolve over time and will be reviewed periodically in consultation with the post holder.

Person Specification

Essential skills and experience

• Proven experience in a customer-facing role within hospitality, events, or cultural venues.
• Confidence supervising and supporting small teams in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Good understanding of food safety, licensing regulations, and/or health and safety procedures.
• Calm, professional, and solutions-focused approach to problem-solving and customer issues.
• Ability to work flexibly, including evenings, weekends, and public holidays.

Desirable skills and experience

• Previous team leader, keyholder, or shift supervisor experience.
• Experience using EPOS and ticketing systems (e.g. Tevalis, Spektrix).
• First Aid, Fire Marshal, or Food Hygiene certification.
• An interest in the arts, performance, or cultural sector.