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Admissions and Retail Assistant

2 months ago

Chester, United Kingdom Chester Cathedral Full time

**Overall Purpose of the Job**
- To deliver a great Admissions & Retail (A&R) Experience for their customers, putting visitors before task every time. This will include working in the shop, on admissions/box office, stewarding concerts, stage building and chairing the cathedral.
- Delivering a tower tour (which involves climbing small spiral staircases) and ground floor tours to paying visitors.
- Maximise revenue generation through active selling, positive messaging, great service, controlling costs and commitment to visitor experience.
- Champion new ways of working within A&R through an open mindset and positive attitude.
- Complete tasks and processes that deliver aspirational standards, are safe, and legally compliant.
- Fully flexible approach to weekend and evening working.
- Working across the cathedral at key events to help support the box office, stewarding and the food and beverage department.

**Key Accountabilities**
- Provide a warm and friendly welcome to all, ensuring that excellent customer service is demonstrated at all times.
- Ensure that each visitor is proactively encouraged to donate.
- Sell and guide Cathedral ground floor tours and tower tours.
- Sell tickets through a box office system.
- Deliver ‘aspirational’ standards through presentation standards, availability and keeping the A&R areas clean and tidy. Skilled to utilise all digital tools and communication channels to do the job.
- Share customer and colleague feedback to help us do things better.
- Share knowledge and experience with colleagues to support others in building skill and confidence.
- Own their own learning & development and proactively access digital learning solutions.
- Know the weekly sales targets, priorities, appropriate promotions & selling opportunities.
- Have great product knowledge to sell and recommend our products and services.
- Proactively engage with customers to understand their needs and make recommendations.
- Understand the Cathedral priorities and their part to play.
- Complete tasks with pace and in line with SOPs.
- Follow safe and legal working practices.
- Support in other areas of the Cathedral as required including with events which will involve working evenings and weekends

**Capabilities**
- Understands how Chester Cathedral operates, it’s vision, mission, and objectives, it’s future and the role they play.
- Physically fit and able to climb spiral staircases as part of delivering tower tours.
- Committed to delivering excellent work fast with great attention to detail.
- Open to and acts on feedback.
- Takes accountability for planning and managing own work efficiently to ensure objectives are met.
- Is curious and asks questions to challenge the status quo - ask why the A&R team does things the way it does things.
- Effective at communicating their intentions to others; ensures verbal and written communication is clear and simple.
- A confident systems user, able to use point of sale and box office systems effectively..
- In control of their own reactions and considers how to share their perspective to create better reaction for team.
- Copes well with change and work challenges and recovers quickly from its impact.
- Builds positive relationships by being a good listener and getting to know people by establishing a connection.

**Technical Skills/Experience**
- Work to get things done right first time within timescales.
- Comprehensive knowledge of the Cathedral and the A&R Operation.
- Good level of product knowledge and services offered across the Cathedral.
- Up to date knowledge of the commercial operation and SOP’s.
- Understand customer needs and spot selling opportunities.
- Adapting to change.
- Awareness of product presentation expectations.
- Confidence with delivering Health & Safety policy and procedures including licencing.
- Contributing to Cathedral sales and cost control.
- Confident in talking to small and large groups of people as part of tour delivery.

**Training & development**
- The individual will be expected to attend training courses and meetings as required and to keep alert to legislation and other changes and opportunities for personal development.

**Safeguarding**

All staff and volunteers are expected to demonstrate a commitment to safeguarding the welfare of all children and adults who may be at risk, who are involved with and/or visit the cathedral. This will include adherence to CofE Safeguarding training, policies and procedures and following good practice in relation to their own behaviour and conduct. Also, the undertaking of any safeguarding duties commensurate with their specific role.

This job description does not form part of your contract of employment.

**Working Pattern**:
This role includes evening and regular weekend work, fully flexible approach will be needed. There is regularly overtime available, and we have not stipulated how many days per week will be required to work the 20 hours as we anticipate this will vary across

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