JOB TITLE: Visitor Experience Assistant
DEPARTMENT: Visitor Experience Team
LOCATION: The Piece Hall, Halifax
RATE OF PAY: £12.21 p/h
HOURS: Minimum of 10 hours per week (including weekends)
CONTRACT: Permanent
BENEFITS: Priority access to major events; bike to work scheme; discounted health scheme, access to mental wellbeing advice
REPORTS TO: Head of Visitor Experience
DATE: August 2025
Please note that this position may require you to work at least one day per weekend due to The Piece Hall being a venue open to the public 7 days per week.
PURPOSE OF THE JOB
Sir Tom Jones, Noel Gallagher, McFly – just some of the big names we've hosted on our courtyard – we're now looking for someone to work as part of the Visitor Experience Team, handling not only enquiries about stars like Sir Tom, but also organising and carrying out School visits, conducting workshops, heritage tours, keeping a track on our membership scheme and encouraging donations to help support this unique 18th Century building. You'll also be involved in creating family fun events, conducting educational workshops and assisting with our Volunteers. As the first point of contact for visitors and customers, in person, online, or phone, you'll be adaptable, friendly, and well informed. It's a varied role, with no two days alike, sometimes front of house in our Visitors Centre and other days working in the offices. We're not looking for someone who wants a 9-5 routine. We do want to hear from you if you've experience of working in a front of house capacity or in any kind of education with a love of heritage, culture and the arts.
Reporting to the Head of Visitor Experience, the post holder will be a key part of the Piece Hall Visitor Experience team.
You will provide excellent customer service to our visitors and will contribute to the realisation of the organisation's goal of The Piece Hall becoming a world class heritage, events, retail, food, and drink destination.
KEY DELIVERABLES/ACCOUNTABILITIES
Customer Service and Income Generation – Visitors Centre
· Work in the Visitors Centre which is currently open 11am until 3pm, this is part of The Piece Hall Story and essentially a reception and information centre
· Provide an efficient and effective service to customers, understanding their needs and requirements, working to exceed these wherever possible.
· Keep up to date with all activities, events, and promotions at The Piece Hall to be able to deal with all visitor enquiries.
* Manage coach tours and The Piece Hall tours.
· Be an ambassador for the Piece Hall and actively drive and promote customer donations
· Actively promote and manage individual membership enquiries and sign-up members
· Develop, with Comms, Piece Hall merchandise
· Help with visitor enquiries, providing information on The Piece Hall as well as Halifax and the wider area.
· To ensure the Visitor Centre is clean and tidy at all times.
· To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working.
· Organise and conduct paid heritage tours
· Proactively manage customer complaints in conjunction with the Head of Visitor Experience
· Manage the Piece Hall's info@ mailbox, ensuring enquiries are managed efficiently and professionally.
· Manage coach party visits in conjunction with the Head of Visitor Experience
Box Office
· Proactively manage ticket sales enquiries in relation to the Live Music Events.
· Process sales of any The Piece Hall event tickets both in person at the Visitor Centre and to customers over the phone.
· Report any unresolved visitor or box office related enquiries to the Head of Visitor Experience
· Take customer information as required by the organisation and in line with current data protection.
· Deal with membership enquiries and sign up members
· Work in the courtyard as part of the Visitor Experience team during events as required
· Assist with pre sales communications for Live Music Events
Events, Venue and Group Bookings
· Answer phone calls ensuring that group tours and meeting room enquiries are directed to the relevant staff member.
Other Tasks
· Selling Piece Hall merchandise
· On occasion, you may be required to assist other areas of the Piece Hall Trust with staff cover
· To attend any relevant training courses, information sessions and team meetings as required
Health & Safety
· Help to ensure the area is cleared quickly and efficiently during an evacuation.
· Deal with First Aid enquiries in conjunction with the Duty Manager team
· Assist with emergency procedures where and when required.
· Be vigilant, ensuring the security of the building is upheld and anything requiring reporting to the Duty Manager team is done so in an appropriate manner.
Cash Handling and Stock Control
· Ensure that all cash handling procedures are followed in line with finance management, security, and audit requirements.
· To assist with parcel deliveries and post where required.
CANDIDATE PROFILE (VISITOR EXPERIENCE ASSISTANT THE PIECE HALL TRUST)
ESSENTIAL EXPERIENCE
· Proven experience of delivering customer facing service to excellent standards and results
· Experience of cash handling
· Proven experience of working within a team and independently
· Ability to work fast and efficiently under pressure, to a consistently high standard
· Ability to form positive relationships with colleagues
· Excellent communication skills
· Enthusiastic
· Self-motivated
· Confident working independently under minimum supervision and using initiative
DESIRABLE EXPERIENCE
· Box office experience
· Merchandise sales experience
· Visitor services experience
· A passion of heritage, art and culture
· A knowledge of data protection requirements
· Computer IT skills
· Crafting and family event organising.
· Conducting workshops.
OTHER SKILLS, KNOWLEDGE AND RELEVANT QUALIFICATIONS
* Enthusiasm, passion and ambition with the ability to harness those attributes into notable achievements
* A demonstrable enthusiasm for The Piece Hall and the huge potential of the organisation and the area, and the ability to help shape and realise the vision for The Piece Hall Trust
* Real attention and concern for detail and ability to ensure all relevant policies and procedures are followed when necessary
* A team player and also able to work independently of constant direction and support
* The willingness to work outside of 'normal' office hours when required
* A genuine enjoyment of work and the ability to maintain these attributes under pressure
N.B. The Piece Hall Trust expects all staff and volunteers to maintain and demonstrate a very positive and supportive attitude to the organisation and to all colleagues at all times, and we consider this to be the key "behaviour" that is applied to all other requirements of all posts.
Please note:
* This job description is not exhaustive and amendments and additions may be required in line with future changes in policy, regulation or organisational requirements, it will be reviewed on a regular basis
* You may be required to work additional hours in order to support the needs of the organisation. Where this is the case reasonable notice will be provided where possible.
* This role is subject to an enhanced criminal background check as you will work closely with children and vulnerable adults.
Job Type: Part-time
Pay: £12.21 per hour
Work Location: In person
Application deadline: 07/10/2024