Operations Manager Job


We are seeking to recruit an Operations Manager to join the COAM team this is a new role within the Museum’s structure.

Job Title: Operations Manager

Hours: 40 hours per week
Usual hours will be Monday to Friday. You will be required to work one weekend day a month, during the Museum’s open season as Duty Staff.

Reporting to: Museum Director

Contract: Permanent

Salary: up to £25,000 depending on experience

Holiday entitlement: 28 days including Bank Holidays

Summary / Overall purpose

To deliver excellent standards of service in the operational aspects of the Museum, to assist in achieving financial targets and increasing visitor numbers to the Museum.

Principal Tasks

  • Develop monitoring systems to ensure service standards are maintained and exceeded
  • Work with the Museum Director and the Visitor Experience Manager to set objectives and visitor figure targets
  • Work with the Visitor Experience Manager to review customer feedback and enquiries systems and monitor visitor numbers
  • Propose and implement agreed improvements to services provided by the operational team
  • Work with the Visitor Experience Manager to build a motivated and high performing team of staff and volunteers delivering exceptional service, up-selling and achieving sales targets
  • Manage Catering and Retail services through staff/volunteer management to meet agreed targets
  • Monitor and manage within budgets and make the optimum use of resources without compromising standards
  • Manage and ensure compliance with relevant licensing and legislator requirements, including Data Protection and the upcoming GDPR
  • Work with the Visitor Experience Manager to oversee the creation of monthly front of house volunteer/till operator rotas
  • Organise and, with other Duty Staff, participate in monthly duty staff rotas for 7 days a week – participation includes locking and unlocking the site
  • Organise and, with other senior managers, participate in monthly on-call out-of-hours rota for 7 days a week
  • Oversee the delivery of volunteer training for roles in the Catering and Retail services
  • Manage and organise First Aid training, provisions and supplies
  • Manage the IT and telecoms services and needs of the Museum
  • Manage the utilities, cleaning and waste contracts for the Museum
  • Ensure the provision of adequate facilities and support for events
  • Work with marketing colleagues to assist with marketing initiatives.

Person Specification


  • Minimum of 5 years’ management experience in an operational capacity
  • An appreciation of the importance of the role of volunteers in heritage and museum sites
  • Excellent administrative and organisational skills
  • Excellent numeracy, verbal and written skills
  • Excellent interpersonal skills, sensitivity and discretion
  • Ability to work successfully as part of a team and on own initiative
  • Ability to work with people from different backgrounds
  • Ability to prioritise own workload in order to meet deadlines
  • Good IT skills including the use of Microsoft Office and Outlook, experience of working with databases
  • Flexible, creative and innovative approach to work
  • Car owner with driving licence.

An advantage

  • Experience of working in retail and catering
  • Experience of working with volunteers
  • Experience of Health and Safety and Food Standards regulations
  • Good working knowledge of the Data Protection regulatory environment
  • Interest in historic buildings and environments.

Application Process

Application forms BY EMAIL ONLY – to Sam Hatfield, Museum Director, on museumdirector@coam.org.uk

CVs may be sent as supporting information, but CVs without application forms will not be considered.

We regret that we are unable to provide feedback on all applications received. If you have not been contacted by the date of the interview, please assume that on this occasion, your application has been unsuccessful. Thank you for your interest in this post and our Museum.

Applications via Museum application form downloaded here: Museum Application Form


Application deadline: 2nd January 2018

Interview date: 15th and 16th January

Start date: February 2018