Retail & Visitor Services Department
The admissions area and shop are an important part of the organisation acting as the first point of contact for visitors and a central information centre to the Museum. With over 220,000 visitors coming through Admissions and the shop every year this is a key customer touch point.
Role Profile:
Supporting the Retail & Visitor Services Development Manager, and Retail and Visitor Services Operations Manager in the daytoday operation of the Front of House admissions and retail function both onsite and online. Responding to general enquiries via email or telephone and supervising the Retail and Visitor Services Assistants in providing the best possible experience for all visitors ensuring the admissions and the shop (onsite or online), operate to the highest standard and profitability.
Key Accountabilities:
* Leading by example and helping to ensure the whole team provide a high level of customer service.
* Supervising the Retail & Visitor Services Assistants, in their working day, covering admissions and shop, online fulfilment, stock room.
* Working in collaboration with the Retail & Visitor Services Operations Manager tasking daily staff timetables and making necessary changes as needed.
* Deputising in the absence of Development and Operations Manager when required.
* Liaising with other departments, supporting the smooth running of the Museum, and supporting with operations and delivery of Visitor Events when required, this would include delivering activities and popup shops during event days and school holidays.
Front of House
* Ensure the team actively promote and upsell retail products, admission tickets and event tickets, including Membership, Guidebook sales, Gift Aid, Accessibility etc. Providing product information, recommendations, and assistance with purchases when required.
* Address customer enquiries and concerns promptly and professionally and supervise the team to do so.
* Ensure the Retail and Visitor Services Assistants make sure stock is correctly priced and merchandised within the shop, working with the staff in the stock areas.
* Leading by example when operating tills and processing transactions accurately adhering to our procedures and updating the team with any changes to these operating procedures.
* Key duties involve proficient cash handling; including cashing up tills at the end of shifts to ensure accurate reconciliation and reporting and safe checks.
What you'll bring:
* Good standard of education.
* Experience of working in a customer service operation and it would be desirable for experience of working in a sales or retail environment, or heritage setting.
* Ability to handle cash transactions.
* Good customer service skills and good people skills.
* The ability to communicate well with visitors.
* Strong leadership skills, who is a strong team player, with the ability to work successfully with other departments.
* Flexible and willing to work to complete various tasks with the department.
* An attention to detail and accuracy and very well organised.
This contract is fixed term (30hrs per week) for maternity cover.
Interviews to be held Tuesday 21st October 2025.