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The Visitor Experience Team Leader will lead and coordinate the day-to-day visitor operations within Hunterian venues to ensure an environment that is engaging, secure and provides an excellent visitor experience. They will have responsibility for the smooth operations of The Hunterian venues managing and motivating up to a team 30 Visitor Experience Assistants to meet public expectations and standards in a major visitor attraction, achieving the strategic themes and purpose of The Hunterian through a proactive and consistent attitude to the visitor experience. Primary objectives will be championing enhanced visitor engagement, ensuring that visitors have an enjoyable, safe and inspiring experience and security of the Collections.

1. Responsible for assisting the Visitor Experience Manager in the planning and organising of work and maintaining reasonable staffing levels to deliver the required service. This includes updating work schedules; reporting attendance; communicating targets, appraisals and dealing with any issues as they arise.
2. Building positive relationships with visitors and to pro-actively manage all visitor experience. Build positive and proactive relations with colleagues in other departments within the University to offer a 4* visitor experience.

3. Bank all monies taken from till sales and organise safe storage and uplift to bank.
4. Assist in carrying out all safety procedures as needed and in accordance with established University legal obligations and practices. Lead on the emergency evacuation procedures, as required, for the safety of all visitors, staff and students. Maintain up-to-date First Aid certification, in order to meet the statutory requirements placed upon all public visitor attractions.

5. Oversee the induction of new staff members into the workplace in line with Hunterian Visitor Experience induction and probation processes with regular monitoring and evaluation to support the Visitor Experience Manager.
6. Supporting the Visitor Experience Manager in maximising the Visitor Experience Assistants contribution and further their personal development.

7. Managing the informal stages of the capability policy where performance issues have been identified, to allow staff to perform effectively and achieve their potential. This includes giving regular feedback on performance and bringing concerns to the attention of the employee with the aim to resolve issues quickly and effectively as possible to allow the Visitor Experience Manager to identify necessary improvement plans.
8. Monitor and manage staff attendance and the informal stages of the attendance improvement process, escalating to the Visitor Experience Manager for formal action as required.

A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or Scottish Credit and Qualification Framework level 5 or 6 (national 5 or 6, Scottish Vocational Qualification Level 2 or 3) or equivalent, and experience of personal development in a similar role.
A2 Good working knowledge of work schedules, specifications and safe working practices within a museum focused environment.

A3 Knowledge of Health and Safety regulations relative to Risk Assessments.
A4 ILM in Team Leading or demonstratable experience in a similar role.

C1 Ability to plan and schedule the workday, weeks and months ahead with the ability to respond to changing environments or customer needs.
C2 Ability to communicate clearly, clarifying requirements and responding to customers, staff members and contractors i.e. verbally, email and telephone.

C3 Excellent listening skills with the ability to relay information from management to your team accurately to ensure the correct message is received.
C4 Good people management skills, i.e. the ability to manage, motivate and lead a team; ability to delegate duties in line with demands arising.

C5 Effective planning, organising and prioritising i.e. work schedules, departmental training, rotas, events, O/T, workloads.
C6 Excellent time keeping and ability to adhere to operational timescales.

C7 Excellent Customer Care Skills with a commitment to providing a quality service.
C8 IT Skills including Microsoft Office packages (word, excel, outlook).

C9 Initiative and judgement to independently solve routine problems, which may occur in the course of duties with limited recourse to senior colleagues, i.e. customer complaints, competency issues, however with the ability to identify when to escalate as, required.
C10 Ability to deal professionally with challenging situations including difficult conversations to achieve satisfactory resolution.

C11 Ability to work as part of a team.
C12 A willingness to further develop knowledge and skills and undertake training for continuous professional development.

C13 Demonstrate a flexible approach to the role.
C14 First Aid Certificate.

E1 Ability to demonstrate the competencies required to undertake the duties associate with this level of post having acquired the necessary knowledge and skills in a similar role with qualifications above or necessary experience of personal development in a similar role.
E2 Experience in monitoring quality and operational standards.

E3 Experience of leading teams.

F1 Previous experience as Museum Team Leader in large complex organisation.

Salary will be on Grade 4, £22,681 – £25,138 per annum, plus 6% shift allowance.

This post is full time (35 hours p/w) and open-ended, with days worked on a 5 over 7 basis.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.