Assistant Manager: Customer Services

The Role and the Department

Our museums and visitor attractions welcome thousands of people across the year; providing space for education, learning, research and outreach to a wide range of stakeholders including the local community, students and international visitors. The Customer Services Team facilitate a fantastic visitor experience across our museums, exhibitions, Durham Castle and World Heritage Site Visitor Centre, as well as the University library and study facilities.

You will be passionate and committed to delivering an excellent visitor experience. You will play a key role in the management, development and delivery of high quality front-line visitor services and activities across multiple sites over a seven day week. This will include leading on our ‘Things To Do ’ online presence, supporting retail operations in our museum shops, coordination of su pport for events, supporting the visitor experience in our galleries, and involvement in buildings and collection security. You will manage, inspire, and develop our visitor services staff and volunteers and will work closely with our curatorial and learning engagement teams.

This is an exciting opportunity to be part of our friendly Customer Services Management Team, within the University Library and Collections (ULC) department. The Customer Services Team provide all front-line (face-to-face and virtual) customer, visitor and enquiry services across libraries and visitor attractions. We lead on building support, health and safety across our ULC estate and ensure th e user experience underpins our work. This is a varied role, with lots of opportunities to make a contribution as we focus on audience development at our visitor attractions.

There is some opportunity for hybrid working. As services operate over 7 days a week there is expectation of some weekend and evening working to support activity. This post is offered as a fixed term appointment until 27 March 2027 as the current post holder is being supported with a secondment opportunity.

The current post holder says: “The highlights of this role include the opportunity to work in outstanding locations from a World Heritage Site to a world class museum, working alongside passionate and driven people who want to provide the best experience to visitors and supporting a team to deliver customer service excellence to local and international visitors.”