working-for-us/customer-facing/operations-department

Operations Department

The Operations department is the main face of Madame Tussauds. These are the people responsible for making the overall customer experience a memorable one. They cover everything from admissions to crowd-management, and ensuring the safety of our customers.

To work here, you need infectious enthusiasm and a desire to engage with our customers. You can't just sit back and let the day pass by. We're all about creating an experience – and it's the operations department that ensures that we leave people with a big smile on their face.

The department is split into two teams: Commercial and Guest Experience.

The Commercial Team is responsible for delivering the excellent customer service and product that complements the main Madame Tussauds experience. The department is made up of four areas: Retail, Photography, Food & Beverage and Warehouse. All are key areas of the business that together generate a yearly turnover of more than £5 million.

The Guest Experience Team is responsible for delivering world-class customer service and ensuring our guests have a magical, safe and memorable experience with us. Roles include crowd control and selling tickets within our Admissions area, controlling guest flow, guiding and assisting groups and customers (including those with special needs, such as wheelchair users, school parties and foreign language guests). For health and safety reasons, the team also helps customers on and off the Spirit of London ride and in and out of the Stardome.

Within our front of house operations teams we have mainly full time contracts (40 hrs a week), working a shift pattern which includes two weekends in three. Shifts vary – the earliest being 8.30am to 5.10pm, and the latest 10.40am to 7.20pm. We also offer weekend roles of 16 hours over Saturday and Sunday, and recruit fixed-term staff for the peak periods of Easter, Xmas and the summer holidays.