Applications close 10am 3 September 2025. Successful shortlisted applicants will be invited to attend an initial interview on 16 September 2025. We can provide a BSL interpreter if required.

The Role

Responsible to: Senior Operations Manager

Working Closely with: Programme Managers, Ticketing and Data Officer, Building Hires Manager, Technical Manager, Head of Retail

Responsible for: Duty Managers, Venue Hosts and Performance Volunteers.

This role will be part of BAC’s Visitor Operations Team. It may be expected to contribute to a range of workstreams, but the role will primarily lead on all our Visitor Experience work as set out below.

General Description 

Battersea Arts Centre strives to put the experience of its building users at the heart of everything it does. This role is an exciting opportunity for anyone looking to develop their career in an operational or arts management role. This role will be pivotal in the continued improvement of our visitor experience. Working collaboratively across departments, this role will ensure the successful delivery of our public performance programme and an exciting array of community events and workshops. This role will have responsibility for a team of Duty Managers, Venue Hosts and performance Volunteers to deliver an exemplary welcome to all who enter our venue. We are looking for someone that is passionate about supporting our inclusive venue operations and creating a nurturing environment for our front of house team to thrive.

The culture at BAC is a collaborative and open one. We work in an open plan space with no closed private offices and frequently work across teams and roles. We are lucky to have an outdoor terrace adjoined to the office which is particularly nice in the summer months. There’s a good culture of people taking lunch breaks away from desks and two equipped kitchen and eating areas where the team tend to spend their down time. We organise regular social events and things can get competitive at our annual sports day and Christmas quiz. Though to be clear, spectating is respected as much as taking part here at BAC!

Role Requirements

Strategic/Project Delivery

• Lead the visitor facing team in the delivery of an outstandingly warm, inclusive, and professional welcome to Battersea Arts Centre;
• Ensure smooth delivery of operations at BAC with particular focus on BAC’s public programme and community hires;
• Support the Senior Operations Manager in developing the Visitor Experience strategy which services all building users;
• Lead on ensuring the first aid stock and equipment is regularly maintained;
• Produce operational plans and team briefings that can be delivered seamlessly by any team member on shift. Thoroughly inspect show notes and event sheets to ensure all activity is detailed and viable;
• Liaise with the appropriate teams to ensure that BAC’s licensing regulations are correctly observed and that fire safety and health and safety legislation is adhered to;

Team and Collaboration

• Line manage a large casual pool of Duty Managers, Venue Hosts and performance volunteers. Support the development of the team and encourage them to proactively take lead in their roles and gain new skills;
• Collaborate with the Senior Operations Manager, Head of Retail and Senior Event Delivery Manager on the delivery on an outstanding front of house training programme;
• Attend and minute the weekly Delivery Meeting and ensure feedback from Duty Managers is discussed and notes from the meeting are relayed to Duty Managers;
• Implement and develop strong communication avenues with the front of house casuals. Collaborate with other casual line managers to ensure continuity and standards are maintained across all departments;
• Collaborate with the Head of Retail and Ticketing and Data Officer to ensure the smooth operations of the Box Office at the Welcome Desk;

Skills Contribution

• Produce the rota for Duty Managers, Venue Hosts and performance volunteers efficiently and within budget. Manage a smooth timeline for bar, technical and events teams to get their shifts submitted to set deadlines;
• Manage the payroll for casual Venue Hosts and Duty Managers with accuracy and efficiency;
• Support with the administration, training on, and development of emergency procedures. Take on evacuation lead responsibility as required;

Business Delivery

• Act as a key holder for the venue to unlock and lock the premises. 40% of this role will be shift based acting as Duty Manager for the building;
• Lead on the operational delivery of BAC’s public programme. Coordinating with the Producing and Technical teams to ensure that performances run seamlessly and within compliance and are staffed efficiently. and the Duty Management team is thoroughly briefed;
• Deliver a variety of community events and workshops. Build strong relationships with Community Hub partners and foster a sense of community with regular local patrons of BAC;
• Monitor the security of the building and safety of the public and escalate any concerns to the Senior Operations Manager;

General Tasks

• Be an active participant in BAC’s wider creative life, attending performances and events, and supporting the venue’s public-facing activities;
• Contribute to staff meetings, cross-team collaborations, and organisational initiatives that support BAC’s mission and continuous improvement culture;
• Ensure that BAC’s values of inclusivity, sustainability, and generosity are reflected in all aspects of your work and team leadership.

Person Specification

When we shortlist, we use these criteria to select the best candidates. 

Knowledge:
the understanding of a subject or information that a candidate has

Essential:

• Strong knowledge of front of house and back of house operations within an arts organisation;
• Knowledgeable about the visitor journey and a passion to identify opportunities for continual development;

Desirable:

• An understanding of the social model for access and relaxed performance formats;

Experience:
the practical application of the knowledge that a candidate has acquired through working or living

Essential:

• Practical experience working as a Duty Manager in a theatre, performance or events space;
• Demonstratable experience in managing, leading and motivating customer facing teams and individuals to deliver a first-class operation;
• Practical experience of applying health and safety knowledge in a customer facing environment and ensuring standards are met and maintained;
• Ability to deliver outstanding customer service as part of a holistic approach to audience experience;

Desirable:

• Experience working with community focused events and activities;
• Experience working on site-specific events or with non-traditional performance spaces;
• Experience in scheduling staff through a rota system and processing payroll;
• Experience with POS, CRM and ticketing software tools such as Square Up and Spektrix;

Skills:
the specific abilities that a candidate has acquired through practice or training

Essential:

• Ability to work collaboratively in a management role;
• Ability to produce in depth operational plans to support the smooth delivery of performance, community events and other public activity;
• A desire to build and maintain relationships with the regular community of Battersea Arts Centre;
• Flexibility to work occasional evening and weekends to lead operations as business needs;

Desirable:

• Access and inclusion training;
• Fire Marshall Qualification;
• First Aid at Work Qualification;
• Manual Handling training;

Values:
the behaviours a candidate should be able to demonstrate 

At BAC, we expect our staff to subscribe to the values inscribed on the building: “Not for me, not for you, but for us.” This means we strive for inclusion, equity and fairness in everything that we do;

A Willingness to take part in professional development opportunities and work-social gatherings;

Terms & Conditions

This role is 5 days a week across the seven day week; regular opening hours are 09:30am-8:30pm Monday-Saturday. We offer flexible working where possible.

Occasional evening and weekend work will be required. All staff at Battersea Arts Centre are expected to attend performances and events, and be a part of the artistic life of the organisation. 

Salary
£31,000 gross per annum

Hours
35 hours per week, excluding a daily one-hour lunch break

Overtime
No overtime payments; we operate a Time Off in Lieu (TOIL) system, to be taken within two weeks of accrual

Annual Leave
4 weeks per year, pro rata (5 weeks following one full year of service)

Probation period
6 months, with a 3 month review

Notice period
2 months

Contract Period
Permanent

Pension Scheme
BAC’s pension scheme provided by NEST

Staff Benefits
Complimentary tickets (subject to availability and staff ticket policy)

Employment Assistance Programme provided by Health Assured,

Cycle to Work Scheme

Discount in the BAC cafe (subject to discount policy)

5 Development Days (pro rata)