LINCS INSPIRE LIMITED WHISBY NATURAL WORLD CENTRE JOB DESCRIPTION PG 3-16,540 FTE/PTE

Transcription

1 LINCS INSPIR LIMITD WHISBY NATURAL WORLD CNTR JOB DSCRIPTION Job Title: Accountable to: Grade: Visitor xperience Assistant Whisby Natural World Centre General Manager PG 3-16,540 FT/PT 1. Overall Purpose of the Role: To provide the first line of customer service to all visitors to the Whisby Natural World Centre (WNWC), ensuring excellent and efficient customer service, alongside identifying opportunities to increase visitor frequency through providing knowledgeable information on all areas of the centre, nature reserve and the wider programme and services delivered by the centre. 2. Responsibilities: Be the first point of contact for all visitor-related enquiries and support within the WNWC. Provide a high quality customer service, enriching the visitor experience at the WNWC and ensuring that members of the public remain safe at all times. Provide centre/product knowledge to support customer enjoyment of centre, events and retail opportunities at the WNWC. Proactively seek out opportunities to talk to and engage with visitors, sharing your knowledge and enthusiasm for the wider creative programme and bookable workshops. Carry out audience surveys through questionnaires and actively encourage visitors to share their feedback and comments on their experience. At all times adhering to data protection regulations. Respond to routine customer queries promptly or forward more complex enquiries to the Manager on Duty/General Manager. Resolve routine site enquiries to enable a positive visitor experience, for example providing directions or helping with car parking. Share knowledge with colleagues and support team members to fully understand procedures, expectations and best practice. Support the Manager on duty to open and close the building. nsure areas are clean and well presented; that all equipment is safe and in working order; and

2 that all promotional marketing material is well stocked, as directed by the Manager on Duty. Have a visible and welcoming presence within the centre and at reception, providing customer information and guidance relevant to the centre, nature reserve and events programme, as directed by the Manager on Duty. Under the guidance of the Manager on Duty ensure the safety of visitors to the WNWC at all times. Assist the vents Manager with the safe setting up and taking down of events/activities. Alongside assisting with the provision of catering and hospitality provisions at events and activities. Support the vents Manager to facilitate children s parties, providing a point of contact for parents/guardians and attendees. At all times ensure company safeguarding policy and procedure is followed. Support the vents Manager/Manager on Duty with general administrative duties involved in the delivery of events and activities. Under the direction of the General Manager provide administrative duties associated with the retail sales area, including for example, researching new stockists (with a focus on high quality local and regional products and designers), reporting stock levels, stock security and the accurate reporting of sales. Assist with the preparation of retail displays to reflect seasonal stock changeovers, ensuring all retail areas are clean, safe, accessible and presented to a high standard at all times. Assist the General Manager with regular stock takes ensuring they are accurately undertaken and that the stock room is kept clean and tidy. Support the vents Manager to maintain accurate booking systems for all events. When handling booking forms ensure this is in accordance with data protection policies. Maintain up to date and good knowledge of WNWC fire, safety and evacuation procedures and support Duty Managers in the event of an evacuation or emergency situation, in accordance with company policy and procedure. Support Duty Managers to ensure the health, safety and comfort of all visitors and report any arising issues to the Manager on Duty immediately. Carry out cash handling duties including the handling of customer payments, both cash and credit/debit cards. nsure daily cashing up is in accordance with company finance systems and procedures, as directed by the Manager on Duty. Daily takings may be in the region of c At busy times the post holder may be required to assist café staff with the smooth and efficient delivery of café services, as directed by the Duty Manager. Any other duties consistent with the role and as required by the Manager on Duty. 3. Accountabilities: 3.1. Delivering Results:

3 nsure good relationships are developed with customers, supporting continued business development and a positive company reputation. Post holder is at all times representing Lincs Inspire and as such should portray a smart, positive and professional approach. vents and activities, as directed by the General Manager or Duty Manager are programmed in advance and their timely delivery is essential. Actively promote special events and bookable workshops to visitors, encouraging secondary spend and dwell time Managing Resources: Be responsible for the handling of cash, under supervision of General Manager or Duty Manager, this may range from Compliance with Statutory Regulations Fully understand and apply all relevant operational procedures and standards as directed by the General Manager. nsure all equalities, health and safety, and safeguarding policies and procedures are adhered to. nsure all personal data collected is processed and stored in accordance with the policies comprising the company s Information Governance Framework and Data protection legislation. 4. Contacts and Communications Frequent customer contact, establishing a first impression for the company and therefore supporting the company s business development. Frequent staff contact across the WNWC. From time to time supplier contact when assisting with deliveries and collections, ensuring accuracy at all times. The post holder will also respond to routine customer enquiries relating to an event or service. All complex or contentious enquiries will be handled by the venue s General Manager. 5. Decision Making Planning, Creativity and Innovation: 5.1. Decision Making -Planning Adherence to event programming is essential, including any required pre or post activities, as determined by General Manager /vent Manager / Manager on Duty. For example set up/clearance times. Assist the vent Manager with the planning and coordination of events both internally and externally, and in accordance with the event brief or organiser/hirer s requirements As directed by the Manager on Duty, assist the vent Manager with delivering events, activities and exhibitions Decision Making - Creativity and Innovation High standards of presentation and assistance are essential to ensuring a positive customer experience

4 Flexibility and the ability to adapt to changing customer requests will also support a positive customer experience Decision Making Discretion The post holder will work within defined delivery guidelines and legislation as directed by the General Manager. However, from time to time swift responses to routine customer requirements may be needed. Advice and guidance will be available at all times Decision Making Consequences The post holder will work as part of a team to ensure a positive and well informed customer experience. Advice and guidance is readily available from the venue s General Manager or Duty Manager and therefore any effect of a decision is likely to be short term, readily identified and remedied with minor impact. 6. Working nvironment: 6.1 Work Demands The post holder will work to a programme of set tasks as part of a structured work programme. Work may be subject to change as a result of cancellations or amendments to programmes of activity Physical Demands Post Holder is based in a front of house environment, requiring periods of sitting, standing, lifting and carrying. Presentation and tidiness of all areas is essential to ensure the best visitor experience Assistance during periods of changeover may require some physical exertion. May also include the setting up of audio visual equipment. (For which training will be provided) 6.3. Working Conditions Majority of events and activities will be delivered within the WNWC or surrounding area. Occasional special external events may take place in partner facilities or as part of a wider borough event 6.4. Work Context The post holder will work as part of a team on a rota basis covering 7 days per week. Flexibility in work patterns is essential as some evening work is required The WNWC and its services operate 7 days per week, including bank holidays which can often be busy times for events. 7. Knowledge and Skills ssential or Desirable Assessment Method (Application/ Interview) Demonstrates a track record or undertaking work of a similar nature and gaining experience in: Retail and Front of House environments Customer service /Visitor Information services

5 Arts, Crafts and Community Activity environments D Demonstrates a knowledge of: Safeguarding Children and Adults policies and procedures Health and safety regulations and nvironmental Health standards and compliance vidence the following skills and abilities: Customer service skills Presentation and interpersonal skills Cash handling and use of tills/credit and debit card facilities ICT skills including spreadsheets and data collation ducation and qualifications: Minimum Maths and nglish to GCS or equivalent A standard First Aid Qualification A Customer service training D A Safeguarding Children preferably LSCB Level 1 D/ A Manual Handling training to be provided A Working arrangements: Requirement to work flexibly to support event and activity timetabling Version 1 December 2018