SKATE Operations Manager

SKATE Operations Manager Application Deadline: 3 September 2025

Department: Visitor Experience

Employment Type: Zero Hours

Location: London

Reporting To: Visitor Experience Manager

Compensation: £17.50 / hour

Description Somerset House Trust is seeking a SKATE Operations Manager to join the Visitor Experience department with primary responsibility for SKATE at Somerset House.

This role requires you to both support and take the lead on the planning and delivery of SKATE , managing everything from the logistics of a large site-specific event to team coordination, performance management to stakeholder support. You should have strong experience overseeing large site-specific projects and the operational delivery of events but it's not essential to have specific ice rink experience. You will have previously managed large teams including delivering training and providing leadership for these teams. Ideally, you would also have a current working knowledge of Tessitura ticketing system and of managing an onsite Box Office.
This is a hands-on role and requires attention to detail, excellent communication skills and a thorough understanding of exceptional customer service and operational delivery. You will be at the core of the operation, working both on the ground and in the office to ensure the seasonal event runs smoothly, making sure every guest, staff member and key stakeholder has an outstanding experience.

Contract Type: Fixed term Casual Worker, 01.10.25 - 16.01.26 (except for Christmas Day).
Working hours: The role is four - five days per week during live and 3 days a week before SKATE opens, flexible to support operational needs including some evenings, weekends and bank holidays. This role will be required to work key days over the Christmas and New Year period. Typically, shifts will be between the hours of 7:30-23:30.

Successful applicants must be available over the following dates/times:

• 7:30-23:30 - Hours of work variable to support the operational delivery of SKATE.
• Compulsory training sessions on 30 October (10:00-18:00), 31 October (10:00-18:00), 3 November (10:00-18:00), 4 November (10:00-18:00), as well as on 5 November (14:00-22:00).

Key Responsibilities Welcome and knowledge

• Both support and lead on the planning and delivery of SKATE , working closely and efficiently with key stakeholders to ensure the experience runs smoothly for visitors, staff and contractors.
• Act as the main point of contact within the Visitor Experience team for SKATE throughout the planning and delivery phases, ensuring that you have a thorough knowledge of Skate information, procedures, events and activities as well as other events/activations taking place around site.
• Support recruitment and training delivery for the entire SKATE team.
• Attend weekly operations meetings to share key event information on behalf of the Visitor Experience team, keeping everyone in the loop and rectifying any issues.
• Build and maintain strong working relationships with the on and off ice teams, the Live Events team and other key stakeholders e.g. ice technicians.
• Help empower the Skate Duty Managers to take full ownership of the event site on the day, representing Somerset House with confidence, enthusiasm and professionalism.
• Support the Skate Duty Managers as required to manage the day-to-day visitor experience and operations of SKATE at Somerset House.
• Be welcoming and attentive to the needs of our visitors, ensuring an exceptional and consistent level of service from the SKATE team.
• Be confident with customer complaint handling in line with Somerset House Policies and Procedures and ensure that this is also instilled in the Skate Duty Managers.
• Be confident in the daily operation of the onsite box office (Tessitura ticketing system) including opening and closure procedures, as well as managing any discrepancies that may arise including customer ticketing issues.
• Have a clear understanding of the operational requirements of the rink and the importance of managing timeslots, ensuring the best experience for all our visitors.
• Provide clear and consistent leadership to the team of Visitor Experience Assistants, Ice Marshals, Ice Supervisors and Skate Duty Managers.
• Ensure the daily team of Visitor Experience Assistants, Ice Supervisors, Ice Marshals are briefed on events, essential information and procedures by the Skate Duty Manager and that everyone understands their roles and responsibilities.
• Provide the Skate Duty Managers with pertinent information for them to produce effective daily briefing sheets and distribute them to all relevant staff.
• Ensure staff are always punctual and presentable and support the Skate Duty Managers to pick up on any issues with staff as required.
• Assist the Skate Duty Managers in dealing with staff performance issues, escalating to a Visitor Experience Manager or other relevant senior staff member if required.
• Edit the rota for any necessary amendments (shift swaps, lateness, etc).
• Monitor the roster and implement changes where required, paying close attention to any knock-on effects financially.
• Work with key stakeholders including security, maintenance, cleaning teams and any third-party providers including bars and shops.
• Attend to visitor enquiries and complaints escalating where appropriate.
• Understand the impact of the rink on the rest of the Somerset House site - take responsibility and ensure the Skate Duty Managers take a cohesive approach with the site Duty Manager.
• Work with the Skate Duty Managers to lead on the successful opening and closing of the rink each day.
• Ensure the delivery and smooth running of rink activities, including additional programming such as SKATE Lates, SKATE School, Kids Club and wheelchair user sessions.

Safety and Security

• Uphold all H&S policies and procedures throughout the run, ensuring that Somerset House's operational standards of delivery are continuously met.
• Monitor the Skate report and ensure any issues are addressed and resolved.
• Monitor staffing levels and any budgetary impact, updating the Visitor Experience Managers as appropriate.
• Work with the Skate Duty Managers to deal with any staff performance issues, providing guidance and support to manage this.
• Ensure that the Somerset House SKATE event site is safe and secure for our visitors and our staff.
• Maintain a good, up to date knowledge of Somerset House fire, safety and evacuation procedures and lead the evacuation pf the ice rink in the event of an emergency.
• Report all incidents and accidents on site to Security and the Visitor Experience Managers or other relevant senior manager.
• Understand and carry out emergency procedures including evacuation in the event of an emergency.
• Lead on and work with the Ice Medic(s) and Security Supervisor(s) to ensure medical provisions are provided where necessary, including managing ambulance use.

Presentation and Teamwork

• Line Manage the team of Skate Duty Managers.
• Act as the key liaison between the skate team and Visitor Experience Managers.
• Cover sickness or absence of Skate Duty Managers where required.
• Monitor the appearance of the site and ensure the required standards are upheld.
• Ensure that all staff are wearing the appropriate uniform and are well presented at all times.
• Work with third party partners including bars and shops to maintain the highest standards of presentation across the whole SKATE offering.
• Help support and manage handovers between the Duty Managers and Supervisors to ensure that pertinent information is passed on.
• Lead, manage and motivate the SKATE team to ensure high performance and job satisfaction.
• Demonstrate strong motivational and leadership skills - particularly considering the event is outdoors throughout winter. Be confident and capable of nurturing, developing and inspiring staff to achieve their full potential.
• Play and active role in reviewing feedback, seeking to continuously improvement the operation of the rink to deliver an exceptional and memorable visitor experience.
• Create temporary signage as required.

Carry out other ad-hoc duties in line with the post which may be required.

Skills, Knowledge and Expertise Required:

• Demonstrable operational experience in large-scale event management, working with multiple key stakeholders.
• Experience leading a large team to deliver an outstanding visitor experience.
• Knowledge of Health and Safety regulations for both public and staff, and experience of monitoring practices and leading on evacuation training.
• A current working knowledge of ticketing systems, ideally Tessitura.
• Confident communication skills, with experience of liaising and effectively communicating with a wide variety of people.
• Excellent proven customer service skills.
• A sharp attention to detail and a drive to deliver exceptional standards consistently.
• Adaptable and practical, confidently tailoring your approach to the situation in front of you.
• Flexible in approach to work and hours including evenings, weekends and bank holidays.
• Committed and focused approach to work.
• Must be proactive, with a hands-on approach, taking initiative as required.
• Innovative approach to problem solving.
• IT literate.
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