Job Description. Bookings and Ticketing Assistant

Transcription

1 Job Description Job Title: Department: Grade Salary: Hours: Location: Duration: Responsible to: Responsible for: Overall Job Purpose: Key Result areas: Bookings and Ticketing Assistant Visitor Services E Standard 20,251 (per annum) 37.5 hours per week, based on a team roster which includes weekend work. Operational hours are 9am to 6pm weekdays, 9.30am to 6pm Saturday, and 9.30am to 2pm Sunday. Primarily London Wall but with a requirement to work across all sites. Permanent Call Centre Manager N/A To provide a high quality customer service for the Museum of London, processing bookings and operating the switchboard for the Museum of London and Museum of London Docklands. Sales and Ticketing General Process bookings for schools, groups and individuals, dispatching confirmations and / or tickets for all sales types. Promote Museum of London mailing lists, capturing and recording contact details for customers in accordance with the Data Protection Act. To monitor progress for financial and visitor number targets for departments and their events, and assist in progressing towards aforementioned targets, including cross promotion of events, merchandise, and memberships. Promote donations and gift aid to customers to secure extra income. Maintain waiting lists for sold out events and workshops, liaising with the relevant event organiser

2 where possible to arrange repeat events to drive income and customer satisfaction. Raise invoice requests with the Finance department for customer orders. Schools workshops and group visits Sell and promote the wide range of school workshop events and general group visits the museum offers, ensuring that services and facilities requested are allocated without exceeding health and safety limits. Ensure that requests are processed and replied to within the advertised response time. Private Tours Pro-actively promote and sell private tours to visiting groups to meet if not exceed income targets set for the financial year. Liaise with relevant colleagues and departments to confirm tour bookings and where needed raise purchase orders. Ensure full payment is made within agreed time before tour date. Where required, liaise with the marketing team to discuss opportunities for offers to drive sales. To work and liaise with other relevant departments to build relationships with operators within the group travel trade market to generate repeat custom and new business. To assist with after sales support, and feedback relating to group tour visits, to drive repeat visitation. Exhibitions, Events, and Memberships Sell and promote the various exhibitions and events programmes, as well as membership s schemes, the museum delivers. Liaise with the Communications dept. to ensure that offers are relevant and up to date. Switchboard To provide an efficient switchboard service with outstanding customer service to all callers (meeting or

3 exceeding the relevant museum s standards), transferring callers to relevant people or departments and dealing with general enquiries where possible. Office Duties Database Ensure customer data captured is correct and kept up to date in accordance with data protection policies. To be fully conversant with and maintain the booking database, and promote the importance of database maintenance and captured data to other users and departments. Work with stakeholder departments to ensure events are set up correctly before sales open, ensure that all event numbers are reconciled on the database before official reports are collated, including inputting and amending events numbers. Special Circumstances: Working Conditions Other duties Process internal customer room booking requests for various spaces across the museum s sites and dispatch confirmation to internal customers. To gain an understanding of broader Museum and education matters in order to respond effectively to customer needs. To undertake any other duties that may be reasonably requested by the Call centre manager. You will be required to work weekends on a roster basis. Additionally, you may be required to travel between the museum sites for training purposes, and/or to provide call centre services from an alternative location. This position requires basic disclosure check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the Museum s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the Museum s staff and the Collection.

4 Lifting and transporting of moderately heavy objects such as boxes of publicity material, ticket stock, and other paper based products will also be required on occasion. NB This job description reflects the requirements of the Museum as at April This job description should not be taken as an exhaustive description of the role, and is rather indicative of the types of responsibility covered by this job. The Museum reserves the rights to make reasonable changes as are necessary commensurate with the nature of the post held.

5 Person Specification Section 1: Top Essential Criteria If you cannot provide evidence that you fully meet these criteria, your application will not be put forward for further shortlisting against the other criteria in sections 2 & 3. No Criteria Assessment 1 Proven experience of booking group visits for a venue using AF / I resource management software and / or experience working within an arts or cultural ticketing office. 2 Excellent verbal and written communication skills and a AF / I / T professional standard of personal presentation 3 Ability to confidently interact and engage with customers via telephone to promote products and services to achieve targets. AF / T Section 2: Further Essential Criteria No Criteria Assessment 1 Demonstrable commitment to best practice in customer AF / I service 2 Experience of taking the initiative and taking a positive and AF / I practical approach to problem solving 3 Proficiency using MS Office, especially Outlook, and Excel, AF / T or equivalent software packages 4 Mathematics and English GCSE grade C or higher or AF equivalent. 5 Professional and pro-active attitude to work AF / I 6 Strong team working skills, able to work to shared AF / I objectives and procedures. 7 Excellent organisational and planning skills AF / I Section 3: Desirable Criteria No Criteria Assessment 1 Conversant in language/s other than English, especially AF

6 French, Spanish, German, Polish, Chinese, Bengali, Punjabi. 2 Experience of using Spektrix ticketing software. AF / I 3 Experience of using Artifax software. AF / I Information on Assessment s Code Assessment This means AF Application Form You need to provide examples and evidence as to how you meet this criteria on the application form. I Interview You will be asked questions around this criteria at the interview. T Test This could be an ability test, personality profile, group exercise, on the job activity or computer test. P Presentation You will be asked to prepare or give a presentation to demonstrate against this criteria. AD Assessment Day If you are selected you will be invited to an assessment day that will be a combination of the above assessment methods.