The Head of Operations is responsible for the seamless day-to-day management of Woolwich Works’ venues and facilities, ensuring the smooth execution of all activities across the site. This includes developing and implementing standard operating procedures (SOPs) to ensure efficient operations and overseeing the scheduling of staff for venue management and visitor services, ensuring the site operates safely and successfully in line with budgets and strategic direction set by the Operations Director or Director.
The Head of Operations takes charge of security and safety management for the site, overseeing key contractors including security and facilities & maintenance, ensuring all safety protocols are followed. This role is responsible for delivering an exceptional visitor experience, ensuring that the venues are consistently well-presented, properly prepared, and ready for use on time.
As a hands-on leader, the Head of Operations will share the majority of duty management responsibilities with the Venue Operations Manager and Visitor and Artist Liaison Manager. They will support a wide range of activities including performances, rehearsals, workshops, meetings, weddings, parties, and commercial events. While the role involves strategic oversight, it is far from an office-based position. The postholder will be expected to actively manage the building during their shifts, supporting staff, visitors, and event participants. Specifically, the Head of Operations will duty manage larger performances and events, requiring some evening and weekend work as part of the role's responsibilities.
The scope of this role is comprehensive, covering areas such as venue management, visitor services, volunteers, housekeeping, security, facilities and maintenance, and health and safety. The Head of Operations will be instrumental in fostering an inclusive, safe, and professional environment for everyone who interacts with Woolwich Works.
RESPONSIBILITIES
Oversee the effective scheduling of staff across Housekeeping, Visitor Services, Venue Management, Operations Coordinators, and security teams, ensuring operations needs are met and staff schedules promote balanced working patterns wherever possible. Ensure the visitor services team delivers exceptional customer service adhering to Woolwich Works’ Competency Framework and fostering a positive, proactive culture. Manage and resolve feedback and complaints promptly and professionally, escalating complex issues where necessary. Lead the Woolwich Works Volunteer programme, ensuring effective recruitment, training, and support through delegation to the Visitor and Artist Liaison Manager, fostering a welcoming and inclusive environment. Oversee the housekeeping team, ensuring the venue maintains a high standard of cleanliness and readiness. Manage the security provision for events, productions, and hires through approved contractors, ensuring sufficient staffing and direction for safe and secure operations. In collaboration with the Head of Technical, oversee the management and maintenance of all critical building systems, infrastructure, and technical systems including Mechanical & Electrical, Building Management System (BMS), access control, alarms, CCTV, lifts, and washroom services ensuring reliability and cost-effectiveness. Manage relationships with key contractors and suppliers, ensuring work is completed to agreed standards and within budget. Coordinate preventative maintenance schedules to minimize disruptions to the venue’s operations. Lead on major repairs, refurbishment projects, and infrastructure upgrades, liaising with the Operations Director to plan and execute work. Act as Health and Safety Coordinator, supporting the Health and Safety Committee and maintaining a comprehensive overview of all operational safety standards. Implement and review risk assessments, safe systems of work, and event-specific safety protocols, ensuring compliance across all operations, including audience management, bar, and catering services. Champion accessibility, appointing internal ‘access champions’ to uphold and improve venue accessibility standards. Oversee first aid provisions and serve as a first aider and fire marshal as required. Manage asset registers and deployment, ensuring records are kept up to date and assets are well maintained and functional. Drive excellent communication between Operations teams and other departments, ensuring consistent information sharing through venue and event management applications and other systems and Operations Meetings; Staff Meetings; and event/production meetings. Hold a Personal Licence, authorising staff to sell alcohol, ensuring that they have been suitably trained and inducted. Act as Designated Premises Supervisor when required. Act as Duty Manager when required, maintaining a visible front of house presence, assisting visitors, supporting staff, and ensuring that the venue is appropriately prepared and well-presented, including directing other departments and directly facilitating venue turnarounds and taking general responsibility (beyond the immediate department) for ensuring that the venue operates in a safe and compliant manner. Specifically, to duty manage shows and events that are high risk, high value or from which long-term learnings can be gained. General responsibilities To champion and promote the values and behaviours of Woolwich Works, promoting diversity and inclusion and acting as an ambassador for the Trust and the borough. To accommodate, support and encourage work experience placements, interns, and apprentices. To work safely and encourage and require others to work safely, in accordance with the Woolwich Works Health and Safety Policy and any other relevant policy or procedure. To act as a first aider, fire marshal or Duty Manager as required. To safeguard the organisation’s data, working in line with the Trust’s data protection policies and in accordance with the Data Protection Act 2018. To be responsible for undertaking training and development as required to meet the needs of the organisation. To always act in the best interests of the Trust, and in line with all company policies. To undertake any other duty in line with the level of the job as may be required by the Operations Director or Director. Skills and Experience Required
(Please note that if you cannot demonstrate that you meet this minimum requirement, your application will not proceed through shortlisting.) Significant experience as a Head of Operations, Venue Manager, Theatre Manager (or equivalent) in mid to large scale live entertainment venues (similar experience outside of a live entertainment environment will not be accepted). Essential skills and experience
An experienced, capable and confident people manager with high levels of emotional intelligence, an eye for detail and an excellent reflex, backed up by significant experience of successfully leading and managing large teams of operational staff. A proven track record of delivering excellence in visitor experience. Significant health and safety management experience, backed up by relevant training and/or qualifications. Contractor management and building management experience. A positive problem-solver: flexible, adaptable and solutions-driven. Good written and verbal communication skills. Good IT skills – confident with all Microsoft Office applications. Passionate about people, communities, diversity, and inclusion. Desirable skills and experience
Experience of successfully managing live music events. Security management experience. NEBOSH General Certificate, IOSH Managing Safely qualification or equivalent. First Aid at Work qualification. Experience of using Artifax event management software. An in-depth knowledge of the Royal Borough of Greenwich. If we invite you for an interview, we’ll explore your suitability for the job based on the contents of your application, this job description, and our Competency Framework.
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Oversee the effective scheduling of staff across Housekeeping, Visitor Services, Venue Management, Operations Coordinators, and security teams, ensuring operations needs are met and staff schedules promote balanced working patterns wherever possible. Ensure the visitor services team delivers exceptional customer service adhering to Woolwich Works’ Competency Framework and fostering a positive, proactive culture. Manage and resolve feedback and complaints promptly and professionally, escalating complex issues where necessary. Lead the Woolwich Works Volunteer programme, ensuring effective recruitment, training, and support through delegation to the Visitor and Artist Liaison Manager, fostering a welcoming and inclusive environment. Oversee the housekeeping team, ensuring the venue maintains a high standard of cleanliness and readiness. Manage the security provision for events, productions, and hires through approved contractors, ensuring sufficient staffing and direction for safe and secure operations. In collaboration with the Head of Technical, oversee the management and maintenance of all critical building systems, infrastructure, and technical systems including Mechanical & Electrical, Building Management System (BMS), access control, alarms, CCTV, lifts, and washroom services ensuring reliability and cost-effectiveness. Manage relationships with key contractors and suppliers, ensuring work is completed to agreed standards and within budget. Coordinate preventative maintenance schedules to minimize disruptions to the venue’s operations. Lead on major repairs, refurbishment projects, and infrastructure upgrades, liaising with the Operations Director to plan and execute work. Act as Health and Safety Coordinator, supporting the Health and Safety Committee and maintaining a comprehensive overview of all operational safety standards. Implement and review risk assessments, safe systems of work, and event-specific safety protocols, ensuring compliance across all operations, including audience management, bar, and catering services. Champion accessibility, appointing internal ‘access champions’ to uphold and improve venue accessibility standards. Oversee first aid provisions and serve as a first aider and fire marshal as required. Manage asset registers and deployment, ensuring records are kept up to date and assets are well maintained and functional. Drive excellent communication between Operations teams and other departments, ensuring consistent information sharing through venue and event management applications and other systems and Operations Meetings; Staff Meetings; and event/production meetings. Hold a Personal Licence, authorising staff to sell alcohol, ensuring that they have been suitably trained and inducted. Act as Designated Premises Supervisor when required. Act as Duty Manager when required, maintaining a visible front of house presence, assisting visitors, supporting staff, and ensuring that the venue is appropriately prepared and well-presented, including directing other departments and directly facilitating venue turnarounds and taking general responsibility (beyond the immediate department) for ensuring that the venue operates in a safe and compliant manner. Specifically, to duty manage shows and events that are high risk, high value or from which long-term learnings can be gained. General responsibilities To champion and promote the values and behaviours of Woolwich Works, promoting diversity and inclusion and acting as an ambassador for the Trust and the borough. To accommodate, support and encourage work experience placements, interns, and apprentices. To work safely and encourage and require others to work safely, in accordance with the Woolwich Works Health and Safety Policy and any other relevant policy or procedure. To act as a first aider, fire marshal or Duty Manager as required. To safeguard the organisation’s data, working in line with the Trust’s data protection policies and in accordance with the Data Protection Act 2018. To be responsible for undertaking training and development as required to meet the needs of the organisation. To always act in the best interests of the Trust, and in line with all company policies. To undertake any other duty in line with the level of the job as may be required by the Operations Director or Director. Skills and Experience Required
(Please note that if you cannot demonstrate that you meet this minimum requirement, your application will not proceed through shortlisting.) Significant experience as a Head of Operations, Venue Manager, Theatre Manager (or equivalent) in mid to large scale live entertainment venues (similar experience outside of a live entertainment environment will not be accepted). Essential skills and experience
An experienced, capable and confident people manager with high levels of emotional intelligence, an eye for detail and an excellent reflex, backed up by significant experience of successfully leading and managing large teams of operational staff. A proven track record of delivering excellence in visitor experience. Significant health and safety management experience, backed up by relevant training and/or qualifications. Contractor management and building management experience. A positive problem-solver: flexible, adaptable and solutions-driven. Good written and verbal communication skills. Good IT skills – confident with all Microsoft Office applications. Passionate about people, communities, diversity, and inclusion. Desirable skills and experience
Experience of successfully managing live music events. Security management experience. NEBOSH General Certificate, IOSH Managing Safely qualification or equivalent. First Aid at Work qualification. Experience of using Artifax event management software. An in-depth knowledge of the Royal Borough of Greenwich. If we invite you for an interview, we’ll explore your suitability for the job based on the contents of your application, this job description, and our Competency Framework.
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