Job Description

Job title: Visitor Experience Supervisor (Ticketing) & (Welcome)
Grade/hay score: Pay Band 1
Contract: Permanent (2 vacancies)
Salary: \xc2\xa325,110
Reports to: Visitor Experience Manager
Location: London Transport Museum, Covent Garden

The closing date of the application is 30th August at 23:59 hours.

Please state in your cover letter, which specialism you are interested in (Ticketing / Welcome or both)

The role will work on a five day in seven team roster working with the Visitor Experience Managers.

About London Transport Museum (LTM)

Based in Covent Garden, we are the world\xe2\x80\x99s leading museum of urban transport and an award-winning day out. But that\xe2\x80\x99s 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\xe2\x80\x99s 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.

Job Overview

The Visitor Experience Supervisors (VES\xe2\x80\x99s) 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 ctively promote our charitable objectives, Gift Aid, retail & guidebook sales and the Museum\xe2\x80\x99s inspiring collection and will deliver on the Customer Promise \xe2\x80\x9cEvery Visitor Matters\xe2\x80\x9d

Key Accountabilities

• Specialist VES accountabilities to cover Ticketing / Welcome areas

• Visitor Experience Supervisor - Ticketing

To provide support to the Ticketing & Welcome team, ensuring the team are trained in all aspects of the ticket desk, including understanding of the EPOS system. Monitor ticket desk sales, including Gift Aid conversation, guidebook & merchandise to ensure that secondary spend is maximised where possible. Provide visitors with information on ticketing options and how to get the most out of their visit.

• Visitor Experience Supervisor - Welcome & Welcome Host Volunteers

To provide support to the Welcome & Ticketing team, ensuring that we are providing a friendly, knowledgeable and accessible welcome to our visitors by ensuring we welcome everyone, checking & scanning tickets and providing guidance on getting the best out of their visit. You will support the recruitment, training, and engagement of the Welcome Host volunteers, being the main point of contact when they volunteer during the holiday periods, ensuring they enhance the visitor experience and support the visitor experience teams.

• All Visitor Experience Supervisor roles to cover

• Supervise the daily smooth running of the Museum and retail operations. The post holder will conduct \xe2\x80\x9cbefore-opening\xe2\x80\x9d check, ensuring that displays, equipment and facilities are safe, clean and functional, with appropriate standards and levels of staff resources available to operate the Museum. The role will lead on morning briefings on a rotational basis, ensuring Duty Manager arrangements are in place when the site is open to visitors. The role will also close down and secure the galleries at the end of the day and complete a end of day \xe2\x80\x9cDM Report\xe2\x80\x9d. The post holder will prepare rosters and arrange staffing and cover to support service delivery.

• Ensure that the Museum activities complies with health and safety regulations and operates within Museum standards and procedures. The post holder will deal with any operational situations which arise and ensure they are effectively managed. As a Duty Manager you will be responsible for the safe evacuation of the Museum and Shop, Cafe & Theatre.

• The role is there to ensure that the team delivers on the \xe2\x80\x9cEvery Visit Matters\xe2\x80\x9d customer promise. The post holder\xe2\x80\x99s role is to ensure the teams in the gallery deliver an EPIC visitor experience and are visible to the customer. The role will ensure that all visitors are treated equally and supported in their visit.

• Deal with problems raised by visitors & clients in an effective, appropriate, prompt, efficient and polite manner. Provide consistent high level of supervisory support to the Visitor Experience team, ensuring they are continuing to develop and have excellent product & collections knowledge.

• Act as Duty Cashier, taking responsibility for the daily cashing up procedures, providing refunds, problem solving and issuing of free/complimentary tickets as necessary.

• In the absence of Visitor Experience Managers (some weekends) act as designated person in charge in all matters relating to staff, safeguarding, evacuation, customers and stakeholders.

Key Stakeholders

Visitor Experience Manger \xe2\x80\x93 Line Manager
Head of Visitor Experience / Head of Operations / Director Visitor Experience & Operations - Departments senior managers
Head of Retail / Retail Manager
Visitor Experience Supervisors - Peer
Visitor Experience Assistants \xe2\x80\x93 Team
Operations Support Manager \xe2\x80\x93 Delivering hard and soft services for the Museum
Resource Manager \xe2\x80\x93 Volunteer support for the FOH volunteers
Museum Technical Services team \xe2\x80\x93 Support Services

Knowledge, skills & experience

Knowledge

Knowledge and understanding of the principles of visitor excellence
A good level of IT/computer skills including a good working knowledge of email, internet, MS Word and Excel
Knowledge of Health & Safety legislation
Knowledge of Safeguarding
Knowledge of GDPR
Understanding of ticketing systems and processes
Understanding of retail processes

Skills

Good organisational skills and able to deal with multiple priorities and deadlines.
Must have excellent communication skills, able to communicate clearly and effectively with a range of individuals including colleagues, visitors, contractors, external stakeholders and the emergency services.
People management skills
Able to work under pressure
A high standard of numeracy and literacy, and an excellent command of written and spoken English
The ability motivate staff as well as lead and work as part of a team is essential

Experience

A good level of experience of working in museums, visitor attractions, hospitality or retail environments.
A level of supervisory experience in leading teams to deliver excellent front line customer service in a high-profile, high-volume museum, visitor attractions, hospitality, or retail environments - Desirable
Experience of working in a commercially focused organisation
Ability to speak a second language is desirable.

Equality, diversity and inclusion

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

Application Process

• Please apply using your CV and a covering letter.
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images

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
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 29/30 days annual leave plus public and bank holidays (delete one)
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Transport for London