IWML Retail & Admissions Supervisor

Retail: IWM London is our busiest retail location. The operation is based around three permanent shops, including a specialised book shop and a temporary shop themed to the most current, special exhibition. The operation is focussed around driving sales and profit; delivering excellent customer service; presenting product in a stylish, attractive and commercial way.

Admissions: The key roles and functions are focused around welcome and income. This includes providing an excellent visitor welcome; information about the museum and the surrounding area; promoting ticket sales to our special charging exhibitions; driving the sales of our various guidebooks and exhibition books; explaining and offering where appropriate the access sound guides.



In addition, your duties will include:

To welcome and positively engage with every visitor to the museum, at any and every point of their visit, consistently delivering the highest standards of customer service at all times.
To develop a strong knowledge of IWM, its collection and the local area in order to provide visitors with a professional and knowledgeable response to their enquiries and a memorable visit.
To assist with creating daily staffing rotas for the shops and the admissions desks and to ensure that staffing levels reflect the needs of the business at all times.
To use IWM’s till systems and your extensive knowledge of the museum’s tickets to provide the most suitable options for our visitors, whilst maximising revenue at admissions, promoting gift aid, donations and membership and to sell and promote with enthusiasm.
To exceed all retail sales targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
To work towards, and take responsibility for achieving branch key performance indicator targets, including guidebook ratio, average transaction value and spend per visitor.
To assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance in order to ensure expectations are met. To feedback regularly to staff on their performance, through regular one to ones and annual appraisals where appropriate.
To assist with the monitoring of staff sickness and punctuality, addressing issues as they arise, and informing the Retail & Admissions Manager and Deputy Manager if standards are not being met.
To assist with the training and induction of all new staff, and lead by example at all times.
To fully answer customer enquiries and deal with complaints in a calm, professional manner, processing refunds where appropriate.
To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to audit and security requirements, both on the shop floor and whilst cashing up, showing exceptional attention to detail at all times.
To ensure that the admissions operation runs smoothly at all times. This includes selling tickets to visitors, performing change requests, ensuring audioguides are available to all visitors including groups at all times of opening.
To help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered according to retail guidelines
To ensure that stock is correctly priced and coded and that when scanned at point of sale prices are correct and entered correctly on our EPOS till system.
To assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant paperwork is completed accurately and without delay.
To ensure all Retail and Admissions spaces are kept clean, well-stocked, well presented and merchandised to the highest standards at all times providing visitors with a perfect shopping environment and atmosphere.
To inform the Retail and Admissions management team when stock or sundries are running low, and to bring to their attention any issues that may be prejudicial to the successful and smooth running of the operation generally.
To play an integral role in the preparation and counting of stock at branch stock takes in accordance with IWM requirements and procedures.
To take pride in your appearance and personal presentation as a representative of IWM and ensure this is reflected in your punctuality, attendance and commitment to the role. To act as an ambassador for IWM, and to behave professionally at all times.
To ensure that you are fully aware of all Retail and Admissions policies and procedures and are also well informed of any changes to policies and procedures within IWM as a whole. To take responsibility for these policies and procedures, ensuring they are met by you and by the rest of the team.
To be responsible for the health, safety and welfare of staff and customers, ensuring compliance with all legislation and IWM policy.
To work on a flexible rota pattern which includes regular weekend and bank holiday work, and some early morning and evening working where required.
To act as Retail and Admissions duty manager in the absence of the Retail and Admissions Manager and Deputy Manager.
To work in the other London branches to provide cover for staff shortages as and when required.
To undertake any other related duties when required by the Retail and Admissions management team.

For a full list of duties and the person specification (which your application will be marked against) please view the Job Description.

Museum Website: https://imperialwarmuseums.tal.net/vx/appcentre-ext/brand-4/spa-1/candidate/so/pm/1/pl/3/opp/468-IWML-Retail-Admissions-Supervisor/en-GB