Visitor Services Supervisor - Milton Keynes, United Kingdom - Bletchley Park

Bletchley Park

Verified Company

Milton Keynes, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**Job Description

Job Title:
Visitor Services Supervisor

Team:
Visitor Services

Department:
Public Engagement

Reports to:
Visitor Services and Retail Manager

Reporting Staff:
Visitor Services Assistants

Main Purpose:

To work alongside the supervisory team to lead, monitor, support and motivate the Visitor
Services Team in providing the best possible experience for visitors to Bletchley Park. Ensuring that
the service provided meets the standards expected of a national heritage site.

Person Specification:

The position requires the following skills, abilities and personal attributes:_
Experience working in a retail outlet, including customer service interaction
Experience of managing and motivating a team of staff
The ability to work under pressure with a smile
Good inter-personal skills and a willingness to assist others
A hands-on approach and a willingness to lead by example
Highly self-motivated and able to work under own initiative
IT literate, numerate and a logical approach to work
Good written skills
High level attention to detail and accuracy skills
High level of consideration to others and reliability
A knowledge of and interest in the Bletchley Park story and a willingness to promote the

Trust's mission

Excellent Team Player
The following skills are desirable, but not essential as full training will be given:_
Experience in heritage / a tourist attraction or similar
First Aid at Work qualification
Experience working with computerised ticketing systems
Experience creating staffing rotas
This role is public facing, unform will be provided and a smart appearance will be required at all _

- times._

This role will be working alongside the other Visitor Services Supervisors and Retail Supervisor who _

- must all work together to ensure each person covers the others breaks, holidays and sickness, as _
- far as is reasonably possible._

There will be a requirement to work occasional evenings. _

July 2023

**Key Responsibilities: •To perform your duties in a way which promotes and respects the Bletchley Trust Mission
statement

Ensure that the Visitor Services team act in a way that promotes and respects the Bletchley

Park Trust mission statement

To ensure the visitor service function operates efficiently and to a high standard in all retail

and admissions outlets and in the handling of group parties

For all till points:
at the start of the day, to collect the daily cash floats, count and place in
tills; at the end of the day, to oversee the daily cashing-up procedures for each till in
operation, and countersign the cashing-up reconciliation. To investigate any differences
arising on reconciliation. To securely deposit closing sealed cash-bags in the company
safe

To ensure the smooth running of the multi-media area and perform regular audits and

reports when required

To lead, monitor and support the Visitor Services team to ensure the team are suitably

deployed, aware of daily tasks, follow procedures, maintain customer service levels and
remain productive at all times. To deal with any queries from the Visitor Services team that
may arise

To ensure all tasks, such as, deliveries, cleaning and telephone queries are completed

accurately and within a timely manner

Carry out monthly one to ones with the Visitor Services team
To ensure appraisals for the Visitor Services team are completed in a timely manner. To

support individuals in achieving their objectives
To supervise all Admission, Retail and Multimedia areas, to ensure:
a) Visitors are welcomed on entry to the area, directed as appropriate and supplied
with the information required for their visit

b) All areas are always fully covered
c) Visitors queuing is appropriately managed
d) Sufficient stocks of annual passes, brochures, leaflets, till rolls, carrier bags and any

other relevant items are maintained and replenished in a timely manner
e) The serving area, retail floor, stock room and office areas are kept clean and tidy
f) All queries directed to the appropriate area, whether made by customers,

colleagues or suppliers, are answered promptly and coherently
g) Gift Aid recovery is explained accurately, promoted to all visitors and sufficient

records and information are retained to enable recovery
h) To handle complaints in line with company policy and procedures

To assist the Visitor Services and Retail Manager in maintaining the service standards in

Block C including:
a) Monitoring exhibitions and displays to ensure they are working
b) Maintaining cleanliness of the Front of House and Back Office areas
c) Assisting Volunteer stewards where required
d) Following correct reporting procedures if there are any problems with exhibitions,

displays or the fabric of the building
e) To work on both the admissions and retails tills, following till procedures, to provide

cover for busy periods, staff absences, staf