Visitor Services Supervisor

Visitor Services Supervisor

Role description

The purpose of the role is to assist the Visitor Services Manager in ensuring that visitors to Museum of Freemasonry have the best possible experience.

Assisting the Visitor Services Manager in the daily operations of the Museum by supervising the front of house team from within, to ensure consistent delivery of outstanding customer services. They will also assist the Visitor Services Manager with the coordination of the volunteer programme.

The post-holder is line managed by the Visitor Services Manager.

No prior knowledge of freemasonry is required.

Key responsibilities:

• Supervise a team of around 5 FTE Visitor Assistants to deliver consistently outstanding customer services for visitors to the Museum, Library and Archives
• Assist the Visitor Services Manager in preparing rotas to ensure adequate staff cover at all times
• Assist the Visitor Services Manager with the training of permanent, casual and agency staff, both new and existing
• Assist the Visitor Services Manager with the recruitment, induction and training of new and existing front of house volunteers
• Assist with administrative tasks, including managing group tour, public tour and event bookings and keeping the ticket booking systems up to date
• Provide a warm visitor welcome, communicating key information
• Answer visitors’ questions and engage them with the collections
• Deliver guided tours in a confident and engaging manner
• Assist with financial reconciliations and administration of contactless payment facilities and donations
• Working with colleagues to ensure the safety of staff, visitors and collections is maintained
• Assist in the set up and management of events and meetings by providing administrative support and organising catering.
• Managing stationery supplies
• Assisting the Museum Director with administrative support where required
• Invigilate museum galleries
• Act as a fire marshal
• Assist library users
• Light cleaning duties as required
• Any other duties appropriate to the role as required

Person specification:

(E) means Essential; (D) means Desirable

Experience

• A minimum of 1 years’ experience of supervising and motivating teams (E)
• Creating and managing effective rotas (E)
• A minimum of 2 years’ experience of working in a museum, gallery or heritage environment (E)
• Delivering training and developing teams (D)
• Delivering guided tours or similar (D)

Qualifications

• Qualifications in Customer Services and Diversity (D)

Knowledge

• Some knowledge of British history since 1700 would be an advantage (D)
• However no prior knowledge of freemasonry is required.

Skills

• Excellent customer service (E)
• Excellent verbal communication in English (E)

• Good personal presentation (E)
• Demonstrated ability to work effectively as part of a team (E)
• Flexibility and adaptability (E)
• Good time management and prioritisation skills. (E)
• Ability to help maximise visitor donations (E)
• Knowledge of other languages would be an advantage (D)
• Demonstrated ability to learn new information quickly (E)
• Physical ability to move boxes, retrieve library books from bookstacks and patrol galleries for extended periods (E)

Hours of work:

35 hours per week on a rota, to include regular weekends, bank holidays and evenings and occasional early mornings. The role will be subject to a 3 month probationary period.

Salary and benefits:

The salary is £24,500

Other benefits include

• Health assurance
• Membership of the United Grand Lodge of England’s contributory pension scheme
• Option to join corporate gym membership scheme
• Interest-free season ticket loan

To apply, please send a CV and a covering letter explaining how your skills and experience meet the requirements of the role to Elizabeth Gay, HR Director, at egay@ugle.org.uk.