Visitor Experience Team Leader (Ticketing and Duty Management) 20,000-23,000 (Permanent) General Manager - Visitor Operations Operations team

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1 Recruitment Visitor Experience Team Leader (Ticketing and Duty Management) Salary: Reporting to: Department: 20,000-23,000 (Permanent) General Manager - Visitor Operations Operations team V&A Museum of Design Dundee Opening in 2018, V&A Museum of Design 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 Visitor Experience Team Leader (ticketing) will work closely with the Visitor Experience Team Leader (retail) to ensure the smooth day to day running of the front of house operation of V&A Dundee. The post holder will support the General Manager Visitor Operations with the administration of the ticketing function and regularly duty manage the building on a rota basis. 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 Museum of Design Dundee.

3 Duties and Responsibilities 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. Allocate responsibilities to staff according to event requirements, ensuring that they are supervised, motivated and well equipped to fulfill their role and deliver exceptional customer service. 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. Fully answer customer enquiries and deal with complaints in a calm, professional manner. 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. 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. Ensure a good knowledge of museum programming and relaying this to customers and to fellow staff verbally and via briefing notes on shift Communicating regularly with the Operations management team to ensure all problems are solved effectively and any relevant information is passed on to the team. 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

4 Consistently look for ways to improve our service and actively feed back constructive ideas. Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring 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. Cover overnight key holder/call out duties as required by the management rota. Be able to work independently and use own initiative to effectively problem solve. Act as a key holder, take responsibility for unlocking and locking of the building and completion of opening/closing procedures. Be flexible with working hours and prepared to work evenings and weekends as and when is required. Undertake any other duties as may be reasonably required to ensure efficiency throughout the Operations Department. Ticketing With the General Manager Visitor Operations manage the day to day administration of the ticketing system (SRO4). Including but not limited to building events, creating reports, managing user accounts, and general back office system maintenance. 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 Take responsibility for the ticketing software training and coaching of all Visitor Experience Assistants. Regularly work on the ticketing and retail counters as required by the Operations rota. Work independently to meet deadlines to ensure the smooth running of all ticketing operations. 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 set up of all ticketing software. Provide administrative support to the General Manager Building Services. Assist with the recruitment and training of a pool of Visitor Experience Assistants and Volunteers. Undertake any other duties as requested by the General Manager Visitor Operations.

6 Person Specification The post requires an organised, committed and enthusiastic individual with a minimum of 2 years relevant experience. Due to the duty management responsibilities of the role, it is essential that the successful candidate lives within 30 minutes travel time of the museum. Essential - Minimum 2 years proven experience in a customer service role - Experience working with ticketing systems - 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 organizational, 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.

7 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. 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, Friday 26th January Interviews will be held on Friday 2nd February 2018 in Dundee. V&A Dundee is committed to equal opportunities and welcomes applications from all sections of the community.