City of London Corporation
Customer Service Manager
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Customer Service Manager
Full-time on-site | Thursday to Monday
£157.23 per day via PAYE or £202.25 per day via Umbrella
Location: Guildhall Art Gallery, Guildhall Yard, London EC2V 5AE
100% site-based – Thursday to Monday usually (Tuesday and Wednesday off) – 9:30am to 5:30pm
Are you passionate about delivering exceptional customer experiences and leading high-performing teams?
We are recruiting for a Customer Service Manager to join Guildhall Art Gallery, one of London's most distinctive cultural destinations. This is a fantastic opportunity to play a key role in creating memorable visitor experiences while managing a dedicated volunteer team and overseeing the day-to-day operation of the Gallery's welcome desk and retail space.
Working in the heart of the City of London, you will ensure visitors receive a warm, professional welcome and enjoy a seamless experience throughout their visit. This is a varied and rewarding position that combines customer service leadership, volunteer management, retail operations and visitor engagement.
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The Role
As Customer Service Manager, you will be responsible for the smooth running of the Gallery's front-of-house operations, ensuring excellent service standards are consistently maintained.
Key responsibilities include:
- Leading the day-to-day operation of the welcome desk and gallery shop
- Managing and supporting a team of volunteers, ensuring they feel engaged, trained and confident in their roles
- Delivering outstanding customer service and creating a positive visitor experience for all guests
- Overseeing ticket sales, retail transactions and room hire bookings
- Managing shop stock levels, cash handling procedures and retail administration
- Coordinating volunteer rotas and ensuring appropriate staffing levels are maintained
- Supporting the delivery of exhibitions, events and visitor activities
- Working closely with colleagues to continuously enhance the visitor journey and customer experience
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About You
We're looking for an organised, proactive and people-focused professional with experience leading teams in a customer-facing environment.
You will ideally have:
- Experience supervising, coordinating or managing staff and/or volunteers
- A strong background in customer service, visitor services, hospitality, retail, tourism, heritage, arts or cultural environments
- Experience managing retail operations, including cash handling, stock control and sales processes
- Excellent communication and interpersonal skills
- Strong organisational skills with the ability to manage competing priorities and respond effectively to changing demands
- Experience creating staff or volunteer rotas and coordinating resources
- Confidence in training, coaching and motivating others
- Good administrative and IT skills, including experience using EPOS or retail systems
An interest in arts, culture, heritage or visitor attractions would be advantageous.
Apply today to be considered.
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