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About the Role

Lead the Guest Services team within the Power Station, working with the client and stakeholders to deliver a safe and seamless operation and exceptional service experiences. This role focuses on leading, enabling, and motivating the team to deliver exceptional service, manage performance, and support individual development.

Responsibilities

• Roster and deploy team members according to the deployment plan and budget.
• Conduct one-to-one, performance, and wellbeing conversations with team members.
• Lead shift briefings to inform and motivate the team.
• Coach team members and provide on-the-job support.
• Support the team in delivering core services and responding to additional requests.
• Attend escalations and lead incident responses, such as fire alarm activations.
• Complete all reporting requirements accurately, including data input and fault reporting.
• Take ownership of small projects and activities to improve the guest experience.
• Represent Guest Services at meetings and deputize for the Head of Guest Services.
• Respond to inbound telephone calls and emails, providing solutions and helpful service.

Requirements

• 3-5 Years of management experience in an operational environment.
• Experience working in a retail attraction or customer service function.
• Confidence using IT equipment and systems (laptop, tablet, phone, diary, email, access control, fault logging).
• Excellent written and spoken English, including spelling and grammar.
• Flexibility and a can-do attitude.
• Confidence working alone and prioritizing tasks.
• Confidence providing a warm, friendly, and professional service.
• Ability to communicate effectively with guests.
• Being a team player and working effectively with others.
• Flexibility to work weekends and late shifts.
• Willingness to work at least one full weekend off per month, plus an additional weekend day off.

Skills

• Team leadership
• Performance management
• Coaching
• Customer service
• Incident management
• Reporting
• Project management
• Communication
• IT proficiency

Location

• Circus Rd W, Nine Elms, London SW11 8DD

Work Type

• Full-time
• Part-time

Experience Level

• Management experience

Salary/Compensations

• £29,000-£35,000 pro-rated and subject to experience

About the Company

• Battersea Power Station is an iconic Grade II* listed building being revitalized into an exciting mixed-use neighbourhood.
• It offers a blend of restaurants, shops, parks, and cultural spaces for locals, tourists, and residents.
• It is a destination to work, live, shop, eat, and enjoy.