Job Description

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)

Application closing date: 12th July at 23.59

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Important Information

Due to the high volume of applications received, we reserve the right to close this vacancy earlier than the advertised closing date. Therefore, we encourage interested candidates to submit their applications as soon as possible to avoid disappointment.

This is a full-time position working 35 hours per week. rolling roster pattern, including alternate weekends (Saturday and Sunday). Please only apply if you can commit to regular weekend working.

Please submit a CV and a one-page cover letter Your cover letter should explain why you're suitable for the role and include:

• An example of resolving an operational challenge.
• A personal principle or mantra that guides your work.

We want to hear your experiences and perspective, so please ensure your application reflects your own voice.

Step Behind the Scenes of London's Hidden History

London Transport Museum's award-winning Hidden London programme gives visitors exclusive access to disused Underground stations, forgotten passageways and historic spaces that are normally closed to the public.

We're looking for an organised, proactive and people-focused Operations Supervisor to help deliver these extraordinary experiences safely, efficiently and to the highest possible standard.

This is an exciting opportunity for someone who enjoys solving problems, coordinating complex operations and working with a wide range of stakeholders. You'll play a vital role in supporting tours across multiple Hidden London locations, helping to ensure every visitor enjoys a memorable experience while maintaining the highest standards of safety and operational excellence.

About the Role

No two days are the same.

One day you could be supporting a tour team at a disused Underground station, responding to operational challenges and ensuring visitors are welcomed safely. The next, you may be coordinating staffing, arranging logistics for private tours, updating operational procedures or working with London Underground colleagues to support upcoming events.

Working closely with the Hidden London Operations Manager, Tour Guide Manager and Project Coordinator, you'll be a key point of contact for operational support across the programme. You'll help keep our sites running smoothly, support frontline teams and contribute to one of the Museum's most important growth areas.

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.

What We're Looking For

Essential

• 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

• 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.

Why Join Us?

Hidden London is one of London Transport Museum's most exciting and ambitious programmes. This role offers the chance to work in unique and fascinating locations, collaborate with passionate colleagues and play a direct role in delivering experiences that thousands of visitors enjoy every year.

If you're highly organised, enjoy working with people and take pride in making complex operations run smoothly, we'd love to hear from you.

Application Process   

• Please apply using your CV and cover letter

• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV

• PDF format preferred and do not include any photographs or images

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.
 
Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• 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  
• TfL is committed to work-life balance, operating a 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

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.