Visitor Experience Team Leader

Job description

Job title: Visitor Experience Team Leader

Salary range: £16,000 per annum part time (£27,000 FTE)

Working hours: Part time, 21 hours Saturday Sunday and Wednesdays, occasional Mondays (for training) and Bank holidays

Support and energise the Visitor Experience Host team on a daily basis, leading by example and collaborating with peers to create a positive and memorable experience for each and every visitor:

Lead from the front, demonstrating excellent visitor experience and engagement through daily interaction with visitors at the welcome desk, in the galleries, in the shop and at special events

To coordinate daily team operations, ensuring shared responsibilities and tasks are carried out efficiently and effectively.

To maintain a safe and secure environment for everyone using our spaces, acting as daytime duty manager on a rotational basis and at occasional evening events by prior arrangement.

Take a confident approach to fundraising and income generation by promoting donations, memberships, digital guides and other products, and encourage team members to do the same

Develop, maintain and share a good working knowledge of our temporary exhibition and events programme, supporting team members to retail tickets using the ePOS system

Discover new ways to understand and explore our permanent, temporary and online content, sharing inspirational stories, interesting facts and tips for engaging with visitors with the wider team

Ensure high standards of presentation at all times, taking action to resolve minor technical and maintenance issues and escalating to other departments or external contractors when appropriate

Lead the team at public programme, commercial and private events

Lead on Visitor First rota, training and present as necessary

Lead on Audience answers survey and work with Communications team to utilise the data, presenting as necessary

Coordinate daily team operations, ensuring shared responsibilities and tasks are carried out efficiently and effectively:

Ensure all team members receive an informative and motivating briefing at the start of their shift

Compile a daily working plan for the team, allocating invigilation positions, essential tasks, lunch and comfort breaks

Resolve absences and staffing shortages by flexing the daily working plan or sourcing additional cover

Supervise the timely rotation of team members through invigilation positions, tasks and breaks, covering essential roles as and when necessary

Carry out end-of-day reporting and ePOS reconciliation tasks

Supervise Visitor Experience volunteers working in the galleries and providing tours of Almshouse 14

Welcome schools and organised groups, providing a short five-minute introduction and orientation talk to help group members get the most from their visit

Maintain a safe and secure environment for everyone using our spaces, acting as day time duty manager on a rotational basis and at occasional evening events:

Invigilate gallery spaces and report security incidents and concerns as they arise

Be vigilant to and report any changes to the condition of the building and collections

Report all accidents, safeguarding incidents and dangerous situations

Assist in the emergency evacuation of all public spaces

Be willing to train as a first aider, fire warden and building recovery manager

On a rotational basis, unlock the site at the start of the day in readiness for occupation by staff and, at the end of the day, follow ‘lock and leave’ procedures to secure the site overnight

On a rotational basis, leading the first-line response to emergency incidents and taking reasonable action to keep visitors, staff, volunteers and the collection safe

Document and report all incidents that occur sharing lessons learned and recommending actions to improve processes wherever possible


The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.


Skills/Knowledge/Personal Attributes

Type of technical, specialised skills or personal attributes that are required to deliver ‘main responsibilities’ above.  

Essential

Leading or supervising a team in a busy visitor experience, retail or hospitality environment with visitor focused exceptional customer service skills

Rostering or scheduling teams, adapting to unexpected absences and additional staffing demands

Motivating a team to achieve income and performance targets

Supporting team members to develop existing skills and learn new tasks

Health and safety, security and incident management in a public space

Operating a till or using a ticketing system, with experience of cashing-up/reconciliation

Operating and troubleshooting audiovisual equipment, including digital screens, speakers, projectors and digital interactives, strong IT skills and Microsoft Suite


Other requirements

The successful candidate must hold or be willing to gain a recognised first aid or fire warden certificate. Training to understand the role of building recovery manager in the Museum’s emergency recovery plan will be provided by the Museum.

This is an active, floor-based role, with significant time spent moving between spaces and occasional manual handling. A reasonable level of physical fitness is required.

Working on Saturday and/or Sunday on a weekly basis is expected of both full time and part-time role holders

Flexibility to work occasional evenings and bank holidays (except Christmas Day, Boxing Day and New Year’s Day) is essential

A DBS (criminal record) check at the appropriate level will be required before the successful candidate can start work

Interviews will take place on 29 & 30 April

Museum Website: https://hr.moorepay.co.uk/hr/recruitment/role/32a34856f9031365764b7c3c2731183e/46030