Visitor, Volunteer

**JOB DESCRIPTION**

**JOB TITLE: Visitor, Volunteer & Groups Co-ordinator**

**HOURS**:Full time including Saturdays during the open season

(April to October).

Four days a week during the closed season

(November to March)

1,673 total hours 92% FTE

**RESPONSIBLE TO: Visitor & Volunteer Manager**

**RESPONSIBLE FOR**: Volunteers (pool of currently approx. 100 rising to 200)

**KEY RELATIONSHIPS**: Property & Estate Manager, Administrator, Curator, Tearoom Manager, Seasonal Front of House staff, Learning & Outreach Officer

**SALARY**:£20,912.50 (£22,730.97 per annum FTE)

**PURPOSE OF THE JOB**

To assist the Visitor & Volunteer Manager with all aspects of the day-to-day running of Kelmscott Manor and volunteer activities during its Open Season as well as volunteer administrative activities & training during the Closed Season.

To be responsible for organising volunteer rotas and assist with volunteer recruitment & training.

To be responsible for the Group visit bookings throughout the season, liaising with other staff as appropriate.

Working with the Business Development Manager, to be responsible for the administration of the Supporter /Friends of Kelmscott Manor scheme working with other staff to recruit and retain.

**MAIN DUTIES AND RESPONSIBILITIES**
- Key responsibilities:_

1. Admin & Volunteers
- to assist with the recruitment and training of new volunteers
- to be responsible for the online volunteer management system including communication, rotas, and training documents
- to ensure that the volunteer rota is efficient for open and group days.
- to provide leadership and supervision of volunteers as directed by the Visitor & Volunteer Manager
- to answer general enquiries and provide information on Kelmscott Manor facilities.

2. Group Bookings
- to be responsible for the timetabling of group visits and ensure that all relevant information is sent to group leaders in advance of their visit.
- to liaise with the Tearoom Manager regarding pre-booked catering requirements.
- to liaise with the Administrator regarding invoicing etc.
- to liaise with the Visitor & Volunteer Manager regarding volunteer cover for group visits.
- to be the main point of contact for groups when they are on site.

3. Visitor Experience & Operations
- to be responsible for opening and locking buildings on site as required
- to welcome and orientate visitors.
- to provide invigilation in the period rooms as required, ensuring the security of the collections and responding to visitor enquiries/feedback.
- to oversee volunteer rota changeovers during open days
- to assist with daily set-up and end-of-day procedures
- to issue entry tickets and provide till cover as required.
- to drive the electric shuttle bus for visitors when required.
- to assist with occasional out-of-hours events
- to be responsible for the processing and safe accounting of cash, cheque, and credit card transactions
- to monitor all aspects of the site, its use, and its enjoyment by visitors,
- to assist with learning & outreach group visits as appropriate.

4. Fundraising & Supporter Scheme
- to contribute to and support the administration of Supporter / Friends benefits e.g. drafting newsletters
- to maintain the database of Supporter / Friends and donors and all other administration, including Direct Debits, relating to the scheme
- working with the Business Development Manager to contribute to compiling the Friends events programme & general marketing.
- to contribute to and support fundraising and sponsorship initiatives as required.

4. General
- to work within and implement the Society’s policies on security, disaster, emergency procedures and health & safety.
- to always take reasonable care of your own health and safety and to maintain an awareness of the wellbeing and health & safety of Volunteers.
- To undertake any other tasks and duties reasonably required by the line manager.

**PERSON SPECIFICATION**

**ESSENTIAL**

**DESIRABLE**

Training, Experience and Qualifications
- Experience of providing excellent service to the public
- Experience of working or volunteering within a heritage environment
- Experience or understanding of Friends/memberships schemes.
- Experience of administration
- Experience of working with volunteers
- Understanding of Gift Aid Schemes

Knowledge and Skills
- Demonstrable understanding of the principles of excellent customer care and visitor service
- Ability to plan effectively, often under pressure, and work to deadlines.
- Ability to work well within a team as well as on own initiative.
- Excellent oral and written communication skills
- Full driving licence
- Good level of IT skills, including MS Office
- First Aid Certificate

Interpersonal Skills
- Maintains and expects high standards of honesty and integrity.
- Keen to develop new skills in self and others.
- Able and willing to work with a diverse range of visitors and colleagues.
- Reliable and punctual
- Approachable with a positive and enthusia