Visitor Operations Manager

Wonder Seekers; Winchester; On-site; GBP 30,000 - 33,000; Full time

Job summary

A charity focused on science engagement is hiring a Visitor Operations Manager in Winchester to ensure high-quality and customer-focused experiences at the Science Centre. The role requires strong leadership, operational management, and expertise in customer service and data analysis. Responsibilities include overseeing visitor services, managing the operations team, ensuring safety standards, and championing an inclusive environment. This position also offers benefits such as flexible working, health schemes, and discounted attractions for employees.

Benefits

Cash health scheme

Life assurance

Buy/sell annual leave

Long service holiday bonus

Café and shop discount

Electric vehicle salary sacrifice scheme

Free tickets to attractions

Family friendly leave

Wellbeing policy

Cycle to work scheme

Enhanced pension contribution

Inflationary pay rise based on performance

Qualifications

• Proven experience leading visitor or customer operations within a visitor attraction or similar environment.
• Track record of developing visitor experience strategies.
• Strong leadership and people management experience.

Responsibilities

• Lead delivery of customer-focused experiences at the Science Centre.
• Ensure the site is clean, safe, and well-presented.
• Generate visitor data insights to inform operational decisions.

Skills

Leadership

Customer service excellence

Data analysis

Operational risk management

Job description

Join Wonderseekers, the Charity behind Winchester Science Centre as our Visitor Operations Manager and help inspire the next generation of science lovers!

Job details

Work Pattern: 37.5 hours per week. Worked across 5 in 7 days on a rota basis but will include frequent weekend shifts, bank holidays, and evenings. We are open to discussing flexible working

Salary: £30,000-£33,000 (37.5 hours per week, 1 FTE). Salary pro-rata'd depending on agreed hours.

Contract: Permanent

Line manager: Head of Visitor Operations

Holiday: 25 days per annum plus bank holidays. Option to buy/sell some leave and gain additional days for continuous service after four years. Bank holiday working required.

Location: Usually Winchester Science Centre with occasional working required at Wonderseekers HQ, Eastleigh. Onsite presence is essential for the majority of this role.

Benefits: Cash health scheme, life assurance, buy/sell annual leave, long service holiday bonus, café and shop discount, electric vehicle salary sacrifice scheme, free tickets to WSC and partner attractions, family friendly leave, wellbeing policy, mental health first aiders, cycle to work scheme, financial loans, flexible IT, casual dress, staff events, enhanced pension contribution, inflationary pay rise subject to charity performance and more.

Closing Date: Wednesday 28th January 2026 Please note, we’ll accept applications until the closing date, but we may start interviewing earlier - so we encourage you to apply as soon as possible.

Interviews:

Our interview process is designed to be relaxed and informative, and will include an in-person interview, tour and a brief task. Depending on the number of applicants, we may also arrange an informal Teams call prior to meeting in person. We look forward to getting to know candidates through a two-way process, so you’ll have plenty of opportunities to learn about us and what it’s like to work at Wonderseekers.

About our Charity

Wonderseekers (the Charity behind Winchester Science Centre) strives to engage all children with science so they can live happier, healthier and more sustainable lives and contribute to improving life on Earth. The Charity runs Winchester Science Centre - a vibrant, hands-on experience for young children. Promising an exciting day out for families, with curriculum-linked trips for schools and an evening events programme, the Science Centre welcomes over 170,000 visitors every year. Through our magnificent planetarium and live science experiences, science is brought to life in imaginative, fun and accessible ways that means everyone is included.

The Role

To lead the delivery of a high-quality, customer-focused and commercially sustainable experience for all visitors, guests and users of Winchester Science Centre. From ticket purchase to departure, the Visitor Operations Manager ensures that every touchpoint is welcoming, accessible, efficient and inspiring, supporting Wonderseekers’ charitable mission to spark curiosity in science and nature.

The role combines operational leadership, team management, customer service excellence, and responsibility for ticketing systems, visitor reporting and insight. As part of the Commercial Operations team, the Visitor Operations Manager plays a key role in ensuring that the Science Centre is data-led in understanding and improving the visitor journey across all activity on site — from general admission days to special events and experiences.

Key Responsibilities

• Act as part of the Duty Manager team, taking lead responsibility for operational delivery of all activity on site (general admission, schools, groups, planetarium shows, special events, private hires and evening programmes) including troubleshooting incidents, complaints, accidents and emergencies.
• Ensure the site is always clean, safe, accessible, and well-presented, working closely with Estates and external contractors as needed.
• Lead daily operational briefings and deploy staff dynamically in response to visitor demand, events and challenges.
• Maintain up-to-date knowledge of the Science Centre’s offer, ensuring staff and visitors receive accurate information and a seamless experience.
• Monitor and uphold visitor experience standards, resolve escalated complaints, and role-model excellent customer care that is inclusive and accessible.
• Take lead responsibility for the ticketing system, including event set-up, pricing, allocations, memberships, group bookings and promotions, working with Marketing & Audiences to ensure campaigns and events are correctly configured.
• Generate and share regular data and insight reports (ticketing, sales, visitor surveys, feedback, benchmarking), identifying trends and supporting operational and strategic decision-making.
• Line manage the Visitor Operations team, providing recruitment, induction, training, regular reviews and constructive performance management.
• Design rotas and schedules that balance operational coverage, staff wellbeing and budget efficiency, ensuring payroll and absence records are accurate.
• Champion team culture through regular engagement opportunities, coaching, and recognition, embedding inclusivity and continuous improvement.
• Collaborate with the Food and Beverage Manager and Retail Manager to ensure a joined-up commercial and visitor experience across all touchpoints.
• Work closely across departments to integrate visitor-facing teams into wider organisational projects.
• Lead and deliver special projects that improve operational efficiency, resilience or visitor impact.

Person Specification

• Proven experience leading visitor or customer operations within a visitor attraction, cultural venue or hospitality environment, with responsibility for service delivery, team performance and commercial outcomes.
• Track record of developing and implementing visitor experience strategies and processes that improve satisfaction, efficiency and profitability.
• Strong leadership and people management experience, including recruitment, training, performance development and wellbeing support for a large, rota-based team.
• Demonstrable ability to use data, insight and visitor feedback to inform decisions, measure impact and drive continuous improvement.
• Experience managing budgets and staffing models, ensuring effective deployment, cost control and alignment with business targets.
• Proven success in cross-departmental collaboration, working with marketing, retail, catering and estates teams to deliver an integrated visitor journey.
• Sound understanding of operational risk, health and safety, safeguarding and accessibility, with confidence to lead compliance and emergency response on site.
• A proactive and strategic thinker, able to balance day-to-day operational priorities with long-term organisational goals, championing innovation and continuous improvement.

Personal Attributes

• Calm, resilient and decisive under pressure.
• Highly organised, with strong attention to detail.
• Collaborative and approachable, with excellent interpersonal skills.
• Passionate about delivering exceptional visitor experiences and customer care.
• Flexible and adaptable, with a proactive problem-solving approach.

Additional Information

• The post-holder will be subject to a basic DBS check.
• Flexibility to support events or operational needs outside of standard hours will be required.

Ready to Apply?

Click here to visit our recruitment webpage. When you’re ready, please submit your application through our recruitment portal here for this vacancy.

You’ll be asked to share your contact details and answer a few short questions so we can get to know you better. Keep your responses clear and concise - this is your chance to really shine! After that, you’ll upload your cover letter and CV.

We’re always happy to chat about the role before you apply - just reach out using the details below.

If you need any reasonable adjustments at any stage of the application or interview process, please don’t hesitate to let us know. We want to make sure the process works for you.

• Life assurance
• Buy/sell annual leave and long service holiday bonus
• Electric vehicle salary sacrifice scheme
• Free tickets to the Science Centre and partner attractions
• Access to charity worker discounts
• Enhanced family friendly leave
• Wellbeing policy and mental health first aiders
• Cycle to work scheme
• Flexible IT
• Casual dress and staff events
• Enhanced pension contribution
• Inflationary pay rise subject to charity performance
• Volunteer leave