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Visitor Services Assistant

2 months ago

Durham, United Kingdom Durham University Full time
The University

At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinary things and we invite you to join our fantastic team.

Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.

At the University we promote and actively champion equality, diversity and inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. For more information on our EDI strategy and values, click here

The Role and Department

This is a great opportunity to work in our amazing museums and heritage buildings. Our Visitor Services Assistants are essential to providing our visitors with an excellent, memorable visitor experience. You will be customer focused and confident speaking with people, sharing information and answering enquiries. You will proactively greet visitors and support them in making the most of their visit. This could include supporting visitors making bookings, (online and in-person) using the self-service cafe, making purchases from our shop, finding their way around our galleries and providing introductory information about exhibitions. You will assist in the safety and security of our visitors, collections and our buildings in which we work. You will support events such as exhibition openings, school visits and community engagement activities, as well as assist in data collection and social media content.

The post is based at our reception desks and gallery spaces, and you will work across our venues, primarily at the Oriental Museum and Palace Green Library, which is home to the World Heritage Site visitor centre, Cosin's Library, the Museum of Archaeology and the Castle.

You will be part of the Customer Services team within the University Library and Collections (ULC) department, leading on customer experience across our libraries and visitor attractions. ULC provide spaces, collections, expertise and services (in person and online) supporting education, research, the wider student experience and cultural and educational outreach.

The contract is for 30 hours a week, all year. Shifts are variable and will be discussed and agreed in advance. Weekend working is required. Flexibility to work evenings to support one day a week late night opening and exhibition openings is required. You will be required to work some Bank Holidays, for which additional pay is made.

Further information about the role and the responsibilities is at the bottom of this job description.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:

• 27 Days annual leave per year (in additional to 8 public holidays and 4 customary days per year), a total of 39 days pro rata.

• No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.

• Discounts via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.

• On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.

• Lots of support for health and wellbeing including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.

• The opportunity to take part in staff volunteering activities.

• Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).

• If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.

• Generous pension schemes.
What you need to demonstrate when you apply

To be considered for this role, here are the skills/experience we're looking for:

Qualifications/Experience

1. Experience of working in a team delivering customer focussed services or having relevant qualifications for the role.*

2. General administrative experience in an office environment.

3. Experience of managing time to meet deadlines.

4. Five GCSE's at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.

Skills/Abilities/Knowledge

5. Good spoken and written communication skills.*

6. Good digital skills including experience and confidence in using digital devices and apps such as the internet, social media, email, Microsoft 365 applications, MS Teams and SharePoint, online booking systems.

7. Ability to provide advice and guidance to a range of colleagues and customers*.

8. Ability to solve problems as part of a team and resolve straightforward issues.

9. Committed to training/continuing professional development.

Desirable Criteria

10. Awareness or experience of customer service in regard to dementia friendly, autism awareness, etc and general accessibility.

11. Knowledge of local or regional tourism.

How to Apply
We prefer to receive applications online.

When you apply you need to submit:

1. a CV and;

2. a statement that tells us your experience and gives examples of how you meet the criteria above.

You can also submit the application form and include the information within the form. Weighted criteria are indicated by an Asterisk *

We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.

Who to contact for more information

If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Rob Harrison, Assistant Customer Services Manager - Visitor Attractions, would be happy to speak to you. Please email robert.a.harrison@durham.ac.uk

Typical Role Requirements

Here are the kind of activities that you'll be asked to undertake and ways in which you'll be expected to operate.

Service Delivery

• Provide an excellent, proactive and timely service to our visitors, students and colleagues and anyone else you come across as part of your role.

• Log, record and pass on information for use by others.

• Follow established procedures when carrying out your role and refer to more senior colleagues when necessary.

• Collect, organise and record data and information accurately for use by others.

• When carrying out your role, apply relevant industry and regulatory standards.

• Carry out some tasks that may require specialist skills (e.g. cleaning collection objects under supervision) and may be physically demanding, (e.g. filling self-service coffee machine, stocking shop shelves).

• Operate everyday tools and domestic equipment.

• Look after yourself and others by following health and safety regulations, being aware of any hazards and risks and reporting any incidents.

• Follow established security protocols when dealing with other staff that are new to an area of work.

Teamwork

• Help to move, set-up and maintain any facilities, signage or equipment.

• Help your colleagues when required with other key activities undertaken within your service e.g. school visits, children's activities.

• Help and cooperate with the rest of your team on operational matters to help achieve shared objectives.

• Liaise with colleagues across all areas to ensure that services are being delivered in an efficient and collaborative way.

• Help team members review and update risk assessments.

Communication/Personal

• Show a commitment to equality, diversity and inclusion and the University's values.

• Follow established procedures to respond to queries and bring any complex issues to the attention of more experience team members.

• Respond to queries and provide information about exhibitions, events and activities run by the service.

• Learn the skills needed to deliver services in a visitor services environment.

• Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.