Recruitment. Ticketing and Retail Team Leader k (FTE, permanent) General Manager - Visitor Operations. V&A Dundee

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1 Recruitment Ticketing and Retail Team Leader Salary: Reporting to: Department: 22-24k (FTE, permanent) General Manager - Visitor Operations Operations team V&A Dundee Opening in 2018, V&A Dundee will be the only V&A museum anywhere in the world outside London. It will be the first ever dedicated design museum in Scotland: an international center for design, a place of inspiration, discovery and learning. V&A Dundee will present the largely untold story of Scotland s outstanding design achievements, bringing together in one place the world-renowned V&A collections with loans from other collections in Scotland and beyond to allow everyone to understand and be inspired by this important design heritage. These collections will be accompanied by international touring exhibitions from the V&A, making Dundee the only location in the UK outside London to receive these globally significant exhibitions. In addition, V&A Dundee will also originate its own exhibitions. The 80.11m project to create the museum is at the heart of Dundee s ambitious 1bn waterfront regeneration supporting the creation of more jobs and wider economic benefits. It will generate civic pride and transform the city region as a tourism destination. V&A Dundee will be the first building in the UK designed by Kengo Kuma, the internationally renowned architect who is also designing the Tokyo 2020 Olympic stadium. His vision is for the museum to be a new living room for the city, welcoming everyone to visit, enjoy and socialise, and to reconnect the city with its historic River Tay waterfront.

2 V&A Dundee is being delivered by Design Dundee Ltd (DDL), established through the partnership of the V&A, the University of Dundee, Abertay University, Scottish Enterprise and Dundee City Council. It is the flagship of Dundee s waterfront development, symbolising the city s new confidence and regeneration. Operations Department The Operations Department is responsible for the daily operation and visitor experience of V&A Museum of Design Dundee. Functions of the department include, building and facilities management, security, events, box office, retail and catering. The objectives of the department are to operate the Museum to optimum levels of efficiency and excellence, to both create and facilitate a world-class visitor experience, which supports the Museums vision to be a new living room for the city, as well as to generate income to contribute to the financial sustainability of the museum via its commercial enterprises. Role Profile Reporting to the General Manager Visitor Operations, the Ticketing and Retail Team Leader will ensure the smooth day to day running of the ticketing and retail offer at V&A Dundee. A high degree of flexibility and the ability to manage effectively, both directly and by influence, will be key to this exciting new role, which will lead a dynamic and visitor-centered approach for the V&A Dundee. This is an operational role, the appointed person will work 37.5 hours per week on a rota basis, 5 days from 7. This will include regular weekend working. The role will primarily be between the hours of 8.00am and 7.30pm but will require some evening working.

3 Duties and Responsibilities Ticketing Under the direction of the General Manager Visitor Operations, manage the day to day administration of the ticketing operation. Manage the setup, editing and amending of events in V&A Dundee s ticketing system ensuring accuracy. Build and schedule reports in the ticketing system as required by the wider V&A team. Manage and administer user accounts. General back office system maintenance- including archiving of old events, price lists, venues, documents accordance to V&A Dundee Policy. Setting up offers and discount codes and up-selling prompts as required. Ensure the ticketing system is working efficiently, investigate and troubleshoot issues reporting to ticketing system providers for investigation where appropriate. Make sure ticketing documents (confirmation letter, e-tickets, vouchers) are up to date and setup and tested for each event prior to on-sale date. Keep up to date with new system developments and functionality. Ensure appropriate stock levels of consumables (ticket stock, receipt roll) and ensure all ticketing /Epos hardware is in full working order, reporting any issues for repair (ticket printers, access control scanners, touch screens, chip and pin, barcode scanners, till drawers) Responsible for ticketing software training and coaching of all Visitor Service Assistants. Retail Under the direction of the General Manager Visitor Operations, manage the day to day administration of the retail operation. Process invoices and purchase orders in line with V&A Dundee processes. Ensure that adequate stock levels are maintained and that regular stock takes are undertaken.

4 Following guidelines set out by the Operations Team, ensure that visual merchandising standards are maintained to the highest standard, including specific exhibition shops, vitrines and displays of new ranges. Take responsibility for training Visitor Experience Assistants in SRO4 software, gift wrapping, visual merchandising standards. Responsible for end of day banking for all retail locations, and ensuring the keys, cash floats and takings are handled securely and in line with existing processes Help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered according to retail guidelines Ensure that stock is correctly priced and coded and entered correctly on the EPOS till system. Assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant paperwork is completed accurately and without delay. Ensure all Retail spaces are kept clean, well-stocked, well presented and merchandised to the highest standards at all times, providing visitors with an exceptional shopping environment and atmosphere General Operational Duties Conduct shift briefings ensuring that the staff on duty are well informed and prepared to be able to carry out their duties to the required level. Leading by a positive example, ensure that staff and volunteers are well presented, welcoming, friendly and pro-active in their duties. Effectively manage the processing of refunds and exchanges ensuring all procedures are adhered to correctly. Ensure that V&A Dundee s financial and cash handling procedures are maintained in relation to audit and security requirements, both on the on the ticketing and retail desks and whilst cashing up, showing exceptional attention to detail at all times. Produce financial and other reports as required by the Finance and Operations Department.

5 Regularly work on the ticketing and retail counters as required by the operations rota. Work independently to meet deadlines. Handle customer enquiries and complaints in a timely and professional manner, both in person and via other communication channels. Deliver regular customer service training to Visitor Experience Assistants both independently and as part of the training team. Coach and mentor Visitor Experience Assistants ensuring an exceptional level of customer service for all V&A Dundee visitors. Dealing with any performance issues from staff promptly and effectively in line with V&A Dundee procedures. Ensure that that the Museum is maintained to the highest standards, reporting issues arising to the relevant departments, following up reported issues to ensure work is carried out and public areas are safe, clean and tidy. Communicating regularly with the Operations management team to ensure all problems are solved effectively and any relevant information is passed on to the team. Undertake any other duties as may be reasonably required to ensure efficiency throughout the Operations Department. Ensure a good knowledge of Museum programming and relaying this to customers and staff verbally and via briefing notes on shift. To ensure a thorough working knowledge of existing facilities throughout the Museum, to provide accurate and efficient guidance to customers and communicate this knowledge to visitor assistants and volunteers. Actively seek customer feedback and communicate any information directly to relevant departments. Consistently look for ways to improve our service and actively feedback constructive ideas. Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with respect/ dignity and actively contributing to developments that support the Museum s strategy for widening access, inclusion and diversity.

6 Duty Management On occasion act as Duty Manager for V&A Dundee on a rota basis, managing the visitor experience during museum opening hours in compliance with licensing and statutory requirements. Take responsibility for all staff and public in the event of an emergency, taking the decision to stop events, evacuate the Museum if necessary and to be prepared to administer first aid. After training, be confident in the use of building management systems including fire alarms, CCTV, and BMS, taking responsibility on shift for the effective and safe operation of these systems and processes. Act as a key holder, take responsibility for unlocking and locking of the building and completion of opening/closing procedures. Pre-Opening Act as site runner, conducting site visits, accepting deliveries and assisting the On-Site Project Team as required. Support the CRM Manager in the setup of all ticketing and retail software. Support the Retail Consultant with the set up of all retail spaces. Provide administrative support to the General Manager Building Services. Assist with the recruitment and training of Visitor Experience Assistants and Volunteers. Undertake any other duties as requested by the General Manager Visitor Operation.

7 Person Specification This post requires an organised and enthusiastic individual with a minimum of one-year experience in a supervisory capacity in either a retail or ticketing role. Essential - Minimum 1-year proven experience in a supervisory capacity in either a retail or ticketing role. - Recent experience of administrating back end systems on either a ticketing or epos system. - Must be able to demonstrate knowledge and understanding of visitor needs and of a museum/visitor attraction environment - Excellent IT skills including Microsoft Word and Excel. - Experience of supervising a team of staff on shift with multiple priorities, coordinating and leading on delivery activity - Strong organisational, communication and administrative abilities - The ability to act with tact and diplomacy with individuals from a variety of situations and backgrounds - Flexible approach to the job - Excellent standards of customer service. Desirable - Previous work in a museum, gallery or visitor attraction - Knowledge of First Aid, Health and Safety, and Licensing issues - Experience working with SRO4 Ticketing software - An interest in art and design.

8 How to apply Applicants are asked to submit the following: A covering letter, of no more than 500 words, outlining your suitability for the role and how you meet the essential criteria. A CV covering your relevant experience and current salary, of no more than two A4 sides. Details of two references one of which must be professional. References will not be contacted until an offer of employment is made. Please send these to: Jessica Crummy General Manager Visitor Operations V&A Dundee Dundee DD1 4QB Or recruitment@vandadundee.org Deadline for applications: no later than midday, Thursday 15 March Interviews will be held on Wednesday 21 March 2018 in Dundee. V&A Dundee is committed to equal opportunities and welcomes applications from all sections of the community.