Communications and Operations Manager

Unseen Tours is looking for a passionate and proactive Communications & Operations Coordinator to join our small but mighty team.This is a dynamic, part-time role (16 hrs/week) at the heart of our award-winning social enterprise. You’ll help keep day-to-day operations running smoothly while also representing us externally — from customer care and logistics to media, social media, and community partnerships.Work location: Remote, with occasional meetings and socials in London (or online)Salary: £13.85/hr – £28,808 FTE, pro-rataMinimum time commitment: 16 hours per week, typically 3 hours per day on weekdays and 1 hour on a SaturdayWorking with: CEO, other Directors and tour guides/experience providersAbout us:Unseen Tours trains and supports people with lived experience of homelessness to become walking tour guides, sharing their stories and London’s hidden histories. Since 2010, we’ve worked with over 29 guides, welcomed 30,000+ guests, and sparked powerful conversations across social divides.About the role:As Communications and Operations Coordinator, you’ll be at the heart of Unseen Tours’ activity – coordinating operations, delivering excellent customer service, and helping to drive impact and awareness. This is a dynamic, hands-on role that evolves with the needs of the organisation. You’ll be involved in everything from customer care and logistics to media engagement and social media strategy.Responsibilities of the Communications and Operations Coordinator include:Manage public and private tour bookings: respond to enquiries, process sales, coordinate scheduling with guides, and handle special requests or cancellations.Deliver excellent customer service, including monitoring feedback and making necessary adjustments.Conduct regular check-ins with guides and manage day-to-day operational logistics.Manage financial admin: send invoices, track payments, and calculate monthly payments for guides.Plan and support events, team socials, training sessions, and other internal gatherings.Act as an external representative for Unseen Tours, attending events, conferences, and community networking opportunities: respond to media enquiries and represent the organisation in interviews, panels, or public forums.Lead the strategy, planning, and day-to-day management of our social media channels, creating engaging and mission-aligned content that grows our reach and impact.Support impact measurement by collecting and analysing data from tour feedback, booking systems, and other sources, transforming insights into compelling stories and statistics for external use.Identify and research funding opportunities, and contribute to the preparation of strong and well-crafted funding applications and proposals.Maintain and update the Unseen Tours website, writing and uploading blog content from guides, guests, and team members to ensure the site remains fresh, relevant, and engaging.Liaise with the CEO and other team members for updates and support, providing input.We’re looking for someone who has the following expertise and experience:Excellent communication skills – persuasive, clear, and confident in both written and verbal formats.Organised and detail-oriented, with the ability to juggle multiple tasks, track logistics, manage admin, and stick to deadlines.Committed to delivering a consistently excellent experience to every customer.Confident to represent Unseen Tours in public-facing roles (events, meetings, in the media, etc.), and able to engage diverse audiences professionally.Proactive self-starter that thrives in a small team environment and takes initiative.Flexible and responsive to the evolving needs of a small, values-led organisation.Empathetic and people-centred – sensitive to working with individuals who have lived experience of homelessness and marginalisation.Visual and digital fluency, with experience using tools like Canva and/or managing social media platforms.Excitement for Unseen Tours’ mission and values.In addition to the above, the following points are desirable:Familiarity with London’s neighbourhoods and cultural scene.Basic Excel or spreadsheet skills.Experience with basic website updates (e.g. WordPress or similar).Proactive interest in leveraging AI tools to streamline daily operations and enhance efficiency.Benefits of working with us:A flexible and inclusive working environment where your ideas and energy will be valued.Work-life balance and autonomy, with remote working arrangements.Mentorship and professional development opportunities.A varied and meaningful role with real responsibility and the potential to grow alongside the organisation.The opportunity to contribute meaningfully to social change by supporting individuals affected by homelessness and marginalisation.Free tours with our brilliant guides!Deadline: 28 Sept 2025Apply: send your CV + cover letter to [email protected] details here: love it if you could share this opportunity with your networks to help us find the right person!