Visitor Experience Team Leader - Glasgow, United Kingdom - University of Glasgow

University of Glasgow

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Purpose

The Visitor Experience Team Leader will lead and co-ordinate the day-to-day visitor operations within Hunterian venues to ensure an environment that is engaging, secure and provides an excellent visitor experience.

They will have responsibility for the smooth operations of The Hunterian venues managing and motivating up to 30 team of Visitor Experience Assistants to meet public expectations and standards in a major visitor attraction, achieving the strategic themes and purpose of The Hunterian through a proactive and consistent attitude to the visitor experience.

Primary objectives will be championing enhanced visitor engagement, ensuring that visitors have an enjoyable, safe and inspiring experience and that of the security of the Collections.

Main Duties and Responsibilities

Responsible for assisting the Visitor Experience Manager in the planning and organising of work and maintaining reasonable staffing levels to deliver the required service. This includes updating work schedules; reporting attendance; communicating targets, appraisals and dealing with any issues as they arise.
Building positive relationships with visitors and to pro-actively manage all visitor experience. Build positive and proactive relations with colleagues in other departments within the University to offer a 4* visitor experience.
Bank all monies taken from till sales and organise safe storage and uplift to bank.
Assist in carrying out all safety procedures as needed and in accordance with established University legal obligations and practices. Lead on the emergency evacuation procedures, as required, for the safety of all visitors, staff and students. Maintain up-to-date First Aid certification, in order to meet the statutory requirements placed upon all public visitor attractions.
Oversee the induction of new staff members into the workplace in line with Hunterian Visitor Experience induction and probation processes with regular monitoring and evaluation to support the Visitor Experience Manager.
Supporting the Visitor Experience Manager in maximising the Visitor Experience Assistants contribution and further their personal development.
Managing the informal stages of the capability policy where performance issues have been identified, to allow staff to perform effectively and achieve their potential. This includes giving regular feedback on performance and bringing concerns to the attention of the employee with the aim to resolve issues quickly and effectively as possible to allow the Visitor Experience Manager to identify necessary improvement plans.
Monitor and manage staff attendance and the informal stages of the attendance improvement process, escalating to the Visitor Experience Manager for formal action as required.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential

A1 Either:

Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.

OR Scottish Credit and Qualification Framework level 5 or 6 (national 5 or 6, Scottish Vocational Qualification Level 2 or 3) or equivalent, and experience of personal development in a similar role.

A2 Good working knowledge of work schedules, specifications and safe working practices within a museum focused environment.
A3 Knowledge of Health and Safety regulations relative to Risk Assessments.
A4 ILM in Team Leading or demonstratable experience in a similar role.

Skills

Essential:

C1 Ability to plan and schedule the workday, weeks and months ahead with the ability to respond to changing environments or customer needs.

C3 Excellent listening skills with the ability to relay information from management to your team accurately to ensure the correct message is received.

C4 Good people management skills, i.e. the ability to manage, motivate and lead a team; ability to delegate duties in line with demands arising.
C5 Effective planning, organising and prioritising i.e. work schedules, departmental training, rotas, events, O/T, workloads.
C6 Excellent time keeping and ability to adhere to operational timescales.
C7 Excellent Customer Care Skills with a commitment to providing a quality service.
C8 IT Skills including Microsoft Office packages (word, excel, outlook).

C9 Initiative and judgement to independently solve routine problems, which may occur in the course of duties with limited recourse to senior colleagues, i.e.

customer complaints, competency issues, however with the ability to identify when to escalate as, required.
C10 Ability to deal professionally with challenging situations including difficult conversations to achieve satisfactory resolution.
C11 Ability to work as part of a team.
C12 A willingness to further develop knowledge and skills and undertake training for continuous professional development.
C13 Demonstrate a flexible approach to the role.
C14 First Aid C