Operations and Customer Service Manager (Membership)

• £35,640 - £41,763  per annum 
• Fixed Term Contract until 31 August 2027 
• Full-time 41 hours per week across Monday to Sunday (including 1 hour lunch break)
• Location: London, BFI Southbank.

You will be working closely with colleagues across the organisation and will be responsible for driving operational excellence and delivering an outstanding customer experience.

What you’ll do 

• To act as the final decision maker when on duty as the Operational Manager with regards to licensing, Health & Safety, BFI procedures & legislation

• To oversee the operation across multiple screenings, events and activities, ensuring that audiences and colleagues are communicated to clearly and that the daily schedule is managed and maintained

• To manage operational standards across the building, checking that merchandising / displays and poster sites are up to date & presentable, and that customer information is relevant across printed material and digital displays

• Oversee and ensure timely opening and changeover of screenings & events, that staff are on hand to deal with customers, ensure correct ticketing procedures and to manage any issues arising, such as house swaps, delays and technical issues

• To work closely with Marketing, Membership & Systems colleagues to ensure the smooth running of the 25 & Under programme, ensuring ease of use, membership retention and driving upgrade sales to full membership 

What you’ll bring 

• Significant experience gained in a management or operations role in a mid-to-large scale arts/cultural venue, or other customer facing/visitor-focused organisation 

• Proven people management skills, particularly leading and managing multiple operational teams, ensuring the effective delivery of services across a complex venue or programme of activity alongside experience of successful performance management, coaching and developing staff.  

• Significant knowledge of health and safety legislation, risk management and operational compliance, with experience of acting as a senior decision maker during live operations. 

• Ability to remain calm under pressure when leading and managing teams and is able to assess risk, solve problems and respond effectively to operational issues and emergencies. 

• Strong operation planning and organisational skills with the ability to coordinate multiple priorities, activities and stakeholders, alongside managing and meeting deadlines.  

Benefits 

• 25 days annual leave (rising to 30 with service) + bank holidays + the option to buy up to 5 extra days of annual leave  

• Additional paid time off between Christmas and New Year 

• BFI pension scheme with 5% employer contribution 

• BFI Childcare Scheme, where we contribute to childcare costs 

• Enhanced pay for Maternity & Paternity leave 

• Complimentary tickets to BFI Southbank & IMAX screenings and events 

• Free BFI Player subscription + discount on BFI merchandise, and film tickets.

Plus more!