Job title: Hidden London Operations Supervisor
Salary: Circa £29,120
Grade: Band 1
Contract type: TfL
Reference: 4679
Team: Hidden London
Contract details: Permanent
Location: Hybrid- Station / WFH / Office (Cranbourn St)
Role Overview
We’re looking for an organised, proactive and people-focused Operations Supervisor to help deliver London’s Hidden London experiences safely, efficiently and to the highest possible standard.
What You’ll Be Doing
- Managing the operational delivery of Hidden London tours across multiple sites and supporting frontline teams to deliver exceptional visitor experiences.
- Maintaining Health & Safety documentation, risk assessments and operational procedures for a programme operating within complex heritage and transport environments.
- Coordinating staffing, logistics, equipment and site readiness to ensure tours operate safely, efficiently and to schedule.
- Responding to operational issues, incidents and visitor welfare concerns, using sound judgement to resolve challenges in real time.
- Working closely with London Underground stakeholders, contractors and Museum teams to support the successful delivery of tours and events.
- Supporting rota planning, training coordination and resource deployment to ensure adequate operational coverage across the programme.
- Monitoring operational performance and identifying opportunities to improve processes, safety and visitor experience.
Essential Qualifications
- Experience coordinating operations, logistics, events or visitor-facing activities in a fast‑paced environment.
- Excellent organisational skills with the ability to manage competing priorities, solve problems and remain calm under pressure.
- Strong communication and interpersonal skills, with the confidence to build effective relationships with colleagues, stakeholders and customers.
- Ability to work independently, make sound decisions and take ownership of operational issues through to resolution.
- Experience developing, maintaining or following operational procedures, risk assessments or safe systems of work.
- Proven ability to work collaboratively within a team while managing a varied workload with minimal supervision.
- Good working knowledge of Microsoft Word, Excel, Outlook and Teams.
Desirable Qualifications
- Experience supervising staff, coordinating teams or providing operational leadership within a visitor attraction, tourism, heritage, events or customer‑facing environment.
- Knowledge of Health & Safety legislation and experience applying safe working practices in an operational setting.
- Experience coordinating staffing, rotas, resources or multi‑site operations.
- Experience using rostering, booking or ticketing systems.
- First Aid qualification.
Benefits
- Final salary pension scheme
- Free travel for you on the TfL network
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
- 29/30 days annual leave plus public and bank holidays
- Hybrid working approach where business and role requirements allow
- Private healthcare discounted scheme
- Tax‑efficient cycle‑to‑work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs to make the process fair.
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