Wellcome Trust
Visitor Experience & Engagement Operations Officer
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Salary: £31,920 p.a. - £39,900 p.a.
Closing date: Wednesday 9 September 2026
Contract type: Fixed Term Contract – 1 year
Interview dates: 1st stage - w/c 28 September 2026 (online/remote)
Wellcome is a global charitable foundation. We improve health for everyone by funding science, leading policy and advocacy campaigns and building partnerships.
We plan to spend £16bn over the next ten years, funding new discoveries in life, health and wellbeing and taking on three global health challenges: mental health, infectious disease and climate and health.
We are looking for a Visitor Experience & Engagement Operations Officer to join our team.
Where in Wellcome will I be working?
You will be a part of the Visitor Experience & Engagement team, within the wider Strategy, Operations & Enterprises team reporting to the Visitor Experience & Engagement Operations Manager.
The team is responsible for delivering an outstanding visitor experience while ensuring the safe, efficient and effective day-to-day operation of Wellcome Collection, alongside the delivery of a welcoming, inclusive and engaging environment for all visitors, ensuring every interaction reflects Wellcome Collection's values and commitment to accessibility.
What will I be doing?
You will be responsible for ensuring the safe, smooth and consistent operation of the venue as Duty Manager and First Aider, while leading incident responses and supporting an inclusive and accessible visitor experience. The role also provides administrative, operational and logistical support to the Visitor Experience and Engagement Management team, including resource planning, operational coordination, venue and ticketing systems, and forward planning.
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As a Visitor Experience & Engagement Operations Officer you will:
- Welcome and support visitors, provide information, handle feedback and complaints, and promote an inclusive and accessible experience.
- Monitor galleries, visitor flow and exhibits, maintain presentation standards, and report security, maintenance or technical issues.
- Act as Fire Marshal and First Aider, conduct dynamic risk assessments, support incident management and ensure compliance with health and safety procedures.
- Lead day-to-day venue operations, including opening/closing, team briefings, events, crowd management, escalated visitor issues and emergency responses.
- Manage staffing rotas and resource planning, support meetings and communications, maintain records and systems, and provide box office and project support.
- Support and motivate front-of-house teams, coordinate training and development, manage operational risks and expenditure, and promote diversity, inclusion and organisational compliance.
Is this job for me?
This role is appealing because it combines people, problem-solving, teamwork and variety. It offers the opportunity to create a welcoming, safe and inclusive experience for visitors while using strong communication, organisation and decision-making skills to manage daily operations, events and unexpected situations. Supporting teams, coordinating resources and making a positive impact on the visitor experience are also particularly motivating.
The role will also require the individual to work some evenings, weekends, bank holidays, and regular late night openings as part of a rota to meet operational demands as well as attending occasional out of hours meetings and training.
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To apply for this role
Please submit an updated CV and answer 2 application questions to demonstrate that you meet the minimum requirements for the role.
Minimum Criteria:
- Experience in a customer or visitor-focused environment and knowledge of operational logistics and delivery.
- Experience working in a visitor facing role in a museum, gallery, library or heritage environment.
- Experience of working in a large inter-disciplinary team.
- A high degree of computer and online literacy with knowledge of Windows/Microsoft applications.
You can view the full job description here - [Visitor Experience & Engagement Operations Officer](Visitor Experience & Engagement Operations Officer)
You can read more about the benefits we offer our employees on our website.
Our Hybrid Way of Working
We understand that our colleagues have commitments and personal interests outside of work and we strive to build a flexible working environment, in which people can perform at their best.
Due to the operational nature of this role, this position is mainly on-site with some opportunities for remote working.
Diversity and Inclusion is at the heart of everything we do
Diversity and Inclusion is a priority at Wellcome. We are committed to cultivating a fair and inclusive environment, where everyone can be themselves and thrive. We are happy to discuss flexible working options for all roles. We work to ensure that our recruitment processes are as inclusive as possible to everyone. This includes making adjustments for people who have a disability or long-term condition.
Please visit our website for more information on adjustments and accessibility, or contact us at jobs@wellcome.org
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