Visitor Experience Assistant Nottingham, England
Job description
Please apply with your cv and a covering letter.
Those without a covering letter will not be considered.
Thank you for thinking about applying for a role at the National Justice Museum, before the full role profile and person specification please find some information below about who we are and what we do, as well as our vision and aims which will give you a flavour of the type of organisation we are.
Thank you for your interest in working for us.
Our purpose
‘We tell the story of justice through time. We work inclusively and collaboratively with communities, supporting the creation of a fairer and equitable society.’
We empathetically enable people of all ages to extend their understanding of the law and justice system, so they are inspired by their rights and responsibilities to play an active role in society.’
We are a multi-award winning Museum and we are growing in national stature, winning the ‘Museums Change Lives’ award in 2021 for our innovative workshops in an envelope project. We are a leader in public legal learning and education and in developing diverse collaborations and partnerships for our work. Our learning programmes are delivered in centres across England, in our historic courtrooms in Nottingham, the Royal Courts of Justice and the Rolls Building in London, and in active courts in the North West. Our ambition is to widen our learning offer to more UK locations.
Our museum is based in Nottingham’s former Shire Hall and County Gaol, a Grade II* listed building featuring a Victorian criminal and civil courtroom, an Edwardian police station and exhibitions exploring the fascinating history of justice, we house historically significant collections of over 40,000 objects that cover the history of the British Criminal Justice System. The City of Caves forms a key part of our offer and here we explore stories of social justice within Nottingham’s largest historic sandstone caves and the country’s only underground medieval tannery. We engage and entertain the public by including them in our unique, interactive performances.
In 2018 we became an Arts Council National Portfolio Organisation (NPO), with a specific remit to diversify our workforce and programmes. We have established a reputation nationally and regionally for our person centred creative approach and have a growing, credible reputation as an arms open organisation, connecting communities through creative activity and providing services for diverse and not yet engaged groups. We take our museum out to people, engaging with new community partners to co-produce exhibitions and become more accessible to a wider range of people.
Our Vision is:
‘For everyone - equity and justice through engagement, inspiration, learning, and unforgettable experiences.’
Our values
We work creatively and equitably with people and communities, our values are to be:
- Inclusive and equitable – we aspire to build a more diverse and representative organisation
- Open and collaborative – we celebrate diversity, creative collaboration and partnership working, we listen to and respect people and we stimulate conversations with our communities, around the role of law, justice and society.
- Ambitious and dynamic – we embrace diverse people and thinking. We challenge ourselves so we develop and deliver excellence.
- Authentic – people learn and access our stories and history through experiencing our unique historic buildings and our museum collections.
- Be here for the future – we take a whole organisation approach to sustainability, ensuring we support people, partnerships and our environmental and economic future.
Our aims
We aim to:
- Excel as the national leader of public legal education
- Maintain the financial resilience and sustainability of the organisation
- Champion a green agenda and our commitment to environmental sustainability
- Ensure the well-being of our workforce of staff and volunteers
- Use our museum and collections creatively to support our work
- Expand our audience reach and ensure positive and inclusive engagement and representation for all those that engage with us
- Ensure integration, application and engagement with digital technology throughout the organisation
Visitor Experience Assistant
Purpose of the role
Delivery of an exceptional visitor experience, providing consistently high standards of
customer care whilst actively supporting the strategic priorities of the organisation. To ensure the standards within the front of house areas of the National Justice Museum and City of Caves, acting as a first point of contact for all our visitors. At times to be responsible for the day-to-day activities at the museum and for the City of Caves.
Responsible to: Visitor Experience Manager (VEM)
Hours: zero hours, weekend and evening working expected
Location: National Justice Museum and City of Caves
Contract: Permanent, 3 month probationary period
Rate of pay: £10.90 per hour
Main duties:
- To ensure that the National Justice Museum and City of Caves are open and ready for business by the specified time
- To ensure the smooth running of the front of house areas and the quick and efficient admission of all visitors including group bookings and Education school bookings to the National Justice Museum and/or City of Caves
- To provide an excellent service to all visitors and internal customers
· To ensure targets for Gift Aid, Joint Tickets and Guide books are met and recorded accurately for the VEM.
· To monitor and maintain visitor flow through the opening hours using the Merac (Tessitura system from June 2022) till and booking system for groups, Education bookings, events and online ticket sales
- To be familiar with all ticket promotions and exhibitions, promoting them where possible
- To provide telephone coverage, take messages and transfer calls as per the organisation’s policy and procedures and respond to answer phone messages at least 3 times a day
- To be responsible for leaflets, guidebooks, tickets, children’s activity sheets and any promotional materials being fully stocked.
· To resolve customer complaints where it is in your ability to do so, be conversant with procedures to escalate when required.
- To deal with all situations in a calm, efficient manner in accordance with Museum policy and procedures including first aid, lost children, health & safety, and lost property
- Ensure all cash handling procedures including opening and end of day procedures are accurate and tidy in line with the organisation’s policy and procedures
- To complete the monthly stock-take at both locations, advising the VEM of new stock requirements
· To be responsible for maintaining high standards and all housekeeping duties for the reception area at both sites, ensuring a safe, clean and secure environment.
- To be fully accountable for the proper operation of the audio tour equipment, children’s activities, mending faulty handsets or reporting the faults to the General Manager
· To sort mail deliveries and advise if items are urgent to the relevant staff.
· To act as first point of contact for all deliveries and contractors, dealing with the enquiry as quickly as possible (Museum only)
- On occasion to cover Duty Management responsibilities such as opening/locking up, covering lunch breaks and cash management when the Assistant Visitor Experience Manager is unavailable.
- Any other duties consistent with the level of the post.
Person Specification
Essential:
- Excellent organisational ability and ability to manage own workload
- Excellent interpersonal skills
- Excellent communication skills
- Computer Literate
- Previous experience of working in a customer facing role/receptionist
- Able to work without supervision
- Numerate with a proven ability to balance a till
- Commercially driven, an ability to promote the organizations services and facilities
- Flexible and able to work weekends and school holidays
Desirable:
- Experience within the leisure and tourism sector
- Current first aid at work certificate
- Supervisory experience
Essential Attributes:
- Meeting Customer Needs
- Personal organisation
- Quality Conscious
- Communication both written and verbal
- Managing relationships
- Self-Control
- Drive for Results
- Flexibility
VR/AL March 2022
Job Types: Full-time, Permanent
Salary: £10.90 per hour
Benefits:
- Employee discount
Schedule:
- 8 hour shift
Experience:
- Customer Service: 1 year (required)
Work Location: One location
Application deadline: 17/04/2023
Expected start date: 01/05/2023
