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Visitor Experience Assistant (Ticketing / Gallery)

Job title: Visitor Experience Assistant (Ticketing / Gallery)

Grade/hay score: Pay Band 1

Contract: Permanent (Multiple vacancies)

Salary: £22000.00 - FTE

Reports to: Visitor Experience Manager

Location: London Transport Museum, Covent Garden

The closing date of the application is 14 May 2023 at 23:59 hours.

Please state in your cover letter, which area of specialism and roster pattern/s you would prefer. There are roles available in Ticket Desk & Gallery Teams

There are several work patterns available that can be discussed at interview, which include;

35hrs per week over 7 days covering alternative weekends

20hrs per week over 5 days (12:00 – 16:00) covering 1 day of the weekend

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.

About the role

The Visitor Experience Assistants (VEAs) are responsible for providing a consistency high level of customer service, ensuring a day-to-day EPIC experience is delivered throughout, bringing the history of London to life by engaging with our museum visitors and shop customers. We deliver experiences that rise above the routine, make people feel valued, creating a sense of belonging.

The role will actively promote our charitable objectives, Gift Aid & guidebook sales and the Museum’s inspiring collection and will deliver on the Customer Promise “Every Visitor Matters”

Key Accountabilities

All Roles

• Adhering to the Museum’s policy and procedures, informing management of any issues, and making recommendations for improvements.
• Anticipate and respond to the needs of visitors and guests to the Museum & Shop. Dealing with problems raised in an effective, appropriate, prompt, efficient and polite manner, or escalate where appropriate to the Duty Manager
• Ensures work environments are safe and secure, responding to breaches in security and safeguarding issues to ensure safety and the Museum’s reputation.
• Be part of the team responsible for evacuating the building in the event of an alarm sounding
• To carry out any other reasonable requests by the Museums management, such as working with the events team to get the Museum ready for functions.

Ticket Desk & Welcome team

• Ensure all visitors to the Museum are welcomed in a friendly, professional way. Check and scan their tickets & make recommendations of how to get the most out of their visit
• Provide a ticket desk service, ensuring all stock control / financial procedures are followed and explain ticketing options, including offering Gift Aid, guidebook, and merchandise at point of sale to ensure targets are met
• Keep the ticket desk and entrance tidy & presentable throughout the day

Gallery team

• Patrol the galleries, engaging with visitors by providing an EPIC experience and supporting them throughout their visit by encouraging them to interact with displays, visit temporary exhibitions & participate in family activities
• Develop and deliver introductory and full gallery guided tours to visitors, ensuring they are relevant to the audience
• Keep the galleries tidy and presentable, keeping resources replenished

Knowledge, skills & experience

Knowledge

A good level of IT/computer skills including a good working knowledge of email, internet, MS Word and Excel - essential

Ticketing or retail till & EPOS experience - desirable

Understanding of safeguarding – desirable

Understanding of GDPR – desirable

Understanding of retail processes - desirable

Skills

Proven excellent customer care skills, be pro-active in engaging with our visitors, ensuring they have an enjoyable, safe and secure visit. - essential.

Must have excellent communication skills, able to communicate clearly and effectively with a range of individuals of all ages, including colleagues, customers, contractors, external stakeholders and the emergency services etc - essential.

A high standard of numeracy and literacy, and an excellent command of written and spoken English - essential

The ability to work as part of a team - essential

Able to work effectively under pressure – essential

Retail skills – stock control and visual merchandising - desirable

Experience

A good level of experience of working in museums, visitor attractions, hospitality or retail environments – essential

A good level of experience in the delivery of public tours & engagement – essential

Ability to speak a second language is desirable.

Equality and Diversity

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 organization. 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 the essential criteria. We also use anonymizing software that removes identifying information from CVs and cover letters to make the process fair

Application Process

You should apply supplying your CV and a brief cover letter.

Your CV should be A4, in Arial 12 font, and a maximum of 2 pages.

Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your submission reflects the requirements of the role you are applying for.
Shortlisting may be carried out on the basis of your answers to job-specific questions and other information that you submit.

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

• A 75% discount on National Rail Season Ticket and interest free loan

• 30 days annual leave plus public and bank holidays - FTE

• Private healthcare discounted scheme (optional)

• Tax-efficient childcare payments

• Tax-efficient cycle-to-work programme

• Retail, health, leisure and travel offers

• Discounted Eurostar travel