Visitor Experience Team Leaders - London, United Kingdom - National Portrait Gallery

National Portrait Gallery

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Part time

Description

Salary:
£27,430 per annum (pro rata)

2x Part time roles available with an average of 15.5 hours per week, or an average of 13.5 hours per week over a 4 week period, working evenings and weekends.

Fixed Term Contract:
To the 31st of March 2023.

Site based

Working pattern:
Monday to Sunday _(Flexibility with working hours is essential as the potholder will be required to work_
- some weekends, early mornings and late nights) _

Responsibilities

Support the Ticketing Operations Manager in the effective operation of the Gallery's Ticket Desk, Cloakroom and Exhibition ticket collection.
To be responsible for the ongoing performance management, support and professional development of a team of Ticketing and Membership Assistants, supporting the Ticketing Operations Manager with recruitment, induction and training of new team members.
Act as Duty Manager on a rotational basis, taking overall responsibility for all public collection safety and security and visitor care during opening hours. This will require you to spend the majority of your time in Galleries and public areas.
Act as the Incident Controller during emergency situations, being responsible for the critical responses of staff in regard to visitors, staff and the Collection.
Create and deliver daily briefings to all team members, ensuring information is clear and accurate. Working closely with colleagues in the Gallery's Learning, Exhibitions, and Communications and Curatorial teams to ensure all Gallery activity is communicated.
Acting as Duty Manager for Gallery events, including outside of public opening hours as and when required.
Support the Visitor Experience Manager to ensure that Visitor Experience standards are upheld throughout all visitor facing teams across the Gallery site at all times.
Support the Senior Retail Manager to ensure retail staff are supported and the retail operation runs efficiently on site, troubleshooting problems in the absence of retail management.
Support the Visitor Experience Manager in the programming and delivery of Visitor Experience led talks and tours.
Work closely with the Operations Coordinator to ensure all visitor facing positions are appropriately resourced at all times, including for Gallery events.
Take a proactive and confident approach to fundraising and income generation by promoting donations, memberships and cross selling commercial offers wherever possible.
Ensure high standards of presentation at all times, taking action to trouble shoot technical, maintenance and cleaning issues and escalating to other departments where appropriate.
Support the Gallery's Exhibitions and Collections teams in maintaining exhibition and collections displays, leading the team to recognise and report issues appropriately. To ensure these issues are resolved quickly and efficiently.
Support the Visitor Experience Manager in the daily supervision of Visitor Experience Volunteers.
Work closely with the Heritage Protection Manager to ensure security staff are kept well informed, adhere to Visitor Experience standards, and respond appropriately to incidents and emergencies.
Support the Commercial team in responding to incidents, complaints and technical problems in the Gallery's three catering areas. Liaise directly with catering operator managers to ensure Visitor Experience standards are upheld through the Gallery's third party catering operators.
Ensure the Gallery's Vision & Values are at the core of all Visitor Experience team activity at all times, embedding them into all training, performance management and visitor facing activity.
Act as a champion for the Gallery's Equality, Diversity and Inclusion strategy. Ensure that Gallery remains welcoming and accessible to all visitors through the daily operation of the building and interaction with visitor facing staff.

To view the full job description, please follow the link: Visitor Experience Team Leaders Job Description

We offer all our employees a competitive benefits package including: