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Job title: Operations & Resourcing Assistant – London Transport Museum (LTM)

Salary: £21,000 - £23,400 PA & free travel on TfL services plus benefits

Location: Covent Garden
Contract Type: Permanent

About London Transport Museum (LTM)

Based in Covent Garden, we are the world’s leading museum of urban transport and an award-winning day out. But that’s just part of our story. We are passionate. We are curious. We are adventurers.

As a heritage and education charity, we reach every primary school in the capital to fire the imaginations of tomorrow’s engineers, designers, scientists and arts enthusiasts. With business partners and industry decision-makers, we tackle the topics that matter to London, from smart cities to green innovation.

We want to close skills gaps, redress gender imbalance and create opportunities for under-represented and disadvantaged communities.

We want to ignite curiosity to shape the future.

Overview of project/role

• The post holder will drive the sales of all LTM’s events, workshops, and general admission. The role will act as a member of the operations and resourcing team, presenting a positive image of the Museum to customers and related organisations.
• The post holder will be part of the day to day Operations and Resourcing assistant’s team that manage the contact centre and reception. The role requires a great deal of administration, keeping business information up to date and accurate. With responsibility for the first point of call for most potential future visitors, customers and stakeholders this role is crucial to the public and professional image of the Museum.
• Operations and Resourcing assistant will: apply and maintain consistent excellent standards of planning, organisation and customer care and services; delivery of all processes and procedures in accordance with Museum, TfL and legal requirements to facilitate the smooth operation of the Museum.
• The role is responsible for raising purchase orders for the visitor services department, with this they will also be required to do other administrative tasks as required by the Operations managers, will deliver exceptional service, deliver a support function to the Operations department, have excellent organisation skills, and be able to multi-task.
• The post holder will be expected to set an example and be approachable with guests, demonstrating positive behaviour in line with the Museum principles.
• Reception and the Operations room will deliver; a range of support functions for the Museum. The role will be a key information source for all employees.
• This role is 5 days out 7, so will require weekend working.
• The post holder has no direct line management responsibility.

Key Accountabilities

• Provide a quality service for all customers and stakeholders.
• To adhere to company policy and procedures and to inform the Management of any issues.
• Answer the phone in the Operations room and at reception, taking bookings for schools, the Museums public programme and providing information on any Museum enquiry. This also includes online bookings and any mail enquiries that are submitted.
• To check that all items on the departments daily tasks are completed in a timely manner, and the Museums email inbox is cleared daily.
• To assist with administration of the department. Administration will include the resourcing of temporary Museum events, staff for the Museum, space bookings for internal and external clients and compilation of visitor figures, revenue generation figures, school numbers, Gift Aid reconciliation, data input, and ordering of goods amongst other tasks. The Operations room also manages the Museums the Facilities helpdesk.
• Reception and the operations room, will answer telephone calls in a professional and courteous manner, redirect enquiries, book and organise couriers and taxis, greet and check-in visitors and stakeholders, sort, check and accept post and deliveries, assist in the Museums fire evacuation strategy.
• The role will also carry out any other reasonable request by the Museums management.

Skills, Knowledge & Experience

Knowledge

• A professional qualification or equivalent experience
• Detailed knowledge and experience of a ticketing or CRM system and their operation preferably The Patron Edge or SRO.
• A good understanding of box office process including online sales
• Detailed knowledge of IT systems including MS Office Suite, especially MS Excell. .

Experience

• A ticketing professional with relevant experience.
• Must have had worked operationally a leisure or heritage facility, which was subject to a regulatory licensing regime and has a significant number of users

Skills

• Strong organisational skills, ability to work under pressure, manage multiple responsibilities and deadlines, ability to prioritise complex and demanding work streams
• Strong attention to detail
• Strong interpersonal skills and the ability to build relationships, influence behavioural change and engage with stakeholders
• Creative and flexible with an innovative, customer focussed approach

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 and cover letters to make the process fair.

Application Process

• Please apply using your CV and a one page covering letter. Word format preferred and do not include any photographs or images
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. Word format preferred and do not include any photographs or images

The closing date for applications is Tuesday 28th March 2023 @ 23:59

Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• 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
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• 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.

We may close this advert early if we receive a high volume of suitable applications.