Catherine Tough

A highly-motivated and enthusiastic individual. Thrives on working in challenging environments and performing to an exceptional standard both independently and as part of teams to achieve core objectives. An ambitious individual, striving for excellence in the quest to apply skill sets and knowledge within a new, challenging role.

Visitor Services Manager – British Museum, UK (2004 – 2020)

KEY RESPONSIBILITIES & ACHIEVEMENTS

Leading and motivating a diverse team of Visitor Assistants to ensure the consistent delivery of excellent customer service and exceptional visitor journeys.

Managing day-to-day front of house activities as well as administrative duties to ensure smooth running of the museum.

Holding responsibility for the safeguarding of the museum’s collections and promoting a pro-active culture of security and safety amongst the staff team through effective patrolling of all public spaces and engagement with visitors.

Acting as the main point of contact for escalated queries when a Visitor Assistant is unable to resolve a customer service issue and a higher degree of authority is required to manage visitor expectations.

Resolving any staff performance issues through coaching, mentoring and training.

Ensuring all staff adhere to all defined operational procedures as well as codes of conduct and meet all KPIs.

Managing staff holiday, sickness and absence in line with company procedures and protocols.

Holding oversight of the recruitment process for new staff including training and induction.

Reviewing existing processes and procedures to identify areas for improvement in efficiency.

Working as a member of the wider departmental team to enforce all Health and Safety and Fire Safety regulations and procedures for organisational compliance with policies and legislation.

Contributing positive ideas to maintain and improve the reputation of the museum and all departments within.

PROFESSIONAL TRAINING AND QUALIFICATIONS

MSc Psychodynamic Counselling and Psychotherapy (December 2023)                                                           

 – Birkbeck College, University of London, UK.

Certificate in Higher Education in Counselling and Counselling Skills (July 2018)

 – Birkbeck College, University of London, UK

BA (Hons.) Design: Illustration (June 1999) 

– University of Plymouth, UK                                 

National diploma in Graphic Design –Bournemouth and Poole College of Art and Design (July 1995)                                                           

A-Levels:  History of Art, Photography (July 1993)

 – Weymouth College, UK                                                                

Visual Arts Diploma (December 1993)

– Weymouth College, UK                                                                                      

GCSEs including English and Mathematics (July 1991)