Visitor Services Assistant - Reception

Salary: Full time starting salary is normally in the range £23,764 to £24,855

Hours: Part Time (Annualised 0.9FTE)

Role Summary

The Visitor Services Assistant – Reception postholder is the first point of contact, working on our busy Visitor Reception and occasionally in the Shop, welcoming visitors, issuing tickets, selling memberships and providing excellent customer service. 

Main Duties

Front of House

• Working in Visitor Reception or the shop, be familiar with and implement agreed Winterbourne House and Garden Service Standards, projecting a welcoming and friendly presence to all visitors to the site.
• Open the Reception and prepare the house daily for visitors, carrying out relevant Health and Safety checks.
• Welcome all visitors to the property, issuing tickets, checking Membership cards etc.,
• Actively promote Gift Aid on Entry to meet agreed targets.
• Sell Winterbourne Membership and Guidebooks.
• Conduct visitor surveys in line with scheduled targets.
• Monitor visitor flow in order to efficiently minimise queues and prevent overcrowding.
• Ensure that the various constraints on visitors, which are essential to the safekeeping of the property and its exhibits, are applied in a sympathetic manner.
• Operate electronic cash register/card transaction machines with the appropriate levels of skill and accuracy.
• Acquire a sound knowledge of the House and Garden so as to ensure all visitors receive appropriate welcome and are provided with accurate information.
• Fire Warden and First Aid duties (Training provided).

Administration

• Inputting personal data onto various CRM systems in line with GPDR.
• Inputting daily sales and visitor numbers data.
• Answering the telephone, transferring calls to the appropriate person in a professional and timely manner.
• Processing daily email enquiries for the property. 
• Dealing with visitor queries and complaints and taking details to escalate where appropriate.
• You will be expected to treat everyone with dignity and respect, supporting equality and valuing diversity.
• Any other duties as may be reasonably required within the grade of role.

Required Knowledge, Skills, Qualifications, Experience

• Experience in a busy face-to-face role, ideally in a visitor attraction or similar environment.
• Experience using an EPOS system/till/PDQs.
• Literacy and numeracy skills which may be evidenced by GCSE Maths and English D-G/1-3 or similar level 1 equivalent qualification. Where no equivalent qualification is held, relevant work experience evidencing the skills and ability to undertake the role will normally be required.   
• Proficient in Microsoft packages. 
• Experience of dealing with and recording a variety of data, with accuracy and attention to detail.
• Excellent face-to-face communication and interpersonal skills, with an excellent command of spoken English.
• Experience in organising your own activities within a schedule.
• Comfortable working alone, unsupervised.
• Customer service training.
• Ability to learn and understand how diversity considerations affect own area (e.g. dietary requirements/dress code).

Informal enquiries to Lee Hale email: l.d.hale@bham.ac.uk 

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply' button above.

Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working

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