Visitor Experience Supervisor X2

7 months ago

London, United Kingdom Transport for London Full time

**Visitor Experience Supervisor x2 (Ticketing) & (Welcome)**
**043261**

**Organisation**
- London Transport Museum

**Job**
- Customer Care

**Position Type**
- Full Time

**Job title**: Visitor Experience Supervisor (Ticketing) & (Welcome)
**Grade/hay score**: Pay Band 1
**Contract**: Permanent (2 vacancies)
**Salary**: £25,110
**Reports to**: Visitor Experience Manager
**Location**: London Transport Museum, Covent Garden

Please state in your cover letter, which specialism you are interested in (Ticketing / Welcome or both)

The role will work on a five day in seven team roster working with the Visitor Experience Managers.

**About London Transport Museum (LTM)**

Based in Covent Garden, we are the world’s leading museum of urban transport and an award-winning day out. But that’s just part of our story. We are passionate. We are curious. We are adventurers.

As a heritage and education charity, we reach every primary school in the capital to fire the imaginations of tomorrow’s engineers, designers, scientists and arts enthusiasts. With business partners and industry decision-makers, we tackle the topics that matter to London, from smart cities to green innovation.

We want to close skills gaps, redress gender imbalance and create opportunities for under-represented and disadvantaged communities.

We want to ignite curiosity to shape the future.

**Job Overview**

The Visitor Experience Supervisors (VES’s) are responsible for providing a consistency high level of customer service, ensuring a day-to-day EPIC experience is delivered throughout, bringing the history of London to life by engaging with our museum visitors and shop customers. We deliver experiences that rise above the routine, make people feel valued, creating a sense of belonging.

The role will ctively promote our charitable objectives, Gift Aid, retail & guidebook sales and the Museum’s inspiring collection and will deliver on the Customer Promise “Every Visitor Matters”

**Key Accountabilities**
- Specialist VES accountabilities to cover Ticketing / Welcome areas
- Visitor Experience Supervisor - Ticketing

To provide support to the Ticketing & Welcome team, ensuring the team are trained in all aspects of the ticket desk, including understanding of the EPOS system. Monitor ticket desk sales, including Gift Aid conversation, guidebook & merchandise to ensure that secondary spend is maximised where possible. Provide visitors with information on ticketing options and how to get the most out of their visit.
- Visitor Experience Supervisor - Welcome & Welcome Host Volunteers

To provide support to the Welcome & Ticketing team, ensuring that we are providing a friendly, knowledgeable and accessible welcome to our visitors by ensuring we welcome everyone, checking & scanning tickets and providing guidance on getting the best out of their visit. You will support the recruitment, training, and engagement of the Welcome Host volunteers, being the main point of contact when they volunteer during the holiday periods, ensuring they enhance the visitor experience and support the visitor experience teams.
- All Visitor Experience Supervisor roles to cover
- Supervise the daily smooth running of the Museum and retail operations. The post holder will conduct “before-opening” check, ensuring that displays, equipment and facilities are safe, clean and functional, with appropriate standards and levels of staff resources available to operate the Museum. The role will lead on morning briefings on a rotational basis, ensuring Duty Manager arrangements are in place when the site is open to visitors. The role will also close down and secure the galleries at the end of the day and complete a end of day “DM Report”. The post holder will prepare rosters and arrange staffing and cover to support service delivery.
- Ensure that the Museum activities complies with health and safety regulations and operates within Museum standards and procedures. The post holder will deal with any operational situations which arise and ensure they are effectively managed. As a Duty Manager you will be responsible for the safe evacuation of the Museum and Shop, Cafe & Theatre.
- The role is there to ensure that the team delivers on the “Every Visit Matters” customer promise. The post holder’s role is to ensure the teams in the gallery deliver an EPIC visitor experience and are visible to the customer. The role will ensure that all visitors are treated equally and supported in their visit.
- Deal with problems raised by visitors & clients in an effective, appropriate, prompt, efficient and polite manner. Provide consistent high level of supervisory support to the Visitor Experience team, ensuring they are continuing to develop and have excellent product & collections knowledge.
- Act as Duty Cashier, taking responsibility for the daily cashing up procedures, providing refunds, problem solving and issuing of free/complimentary tickets as necessary.
- In the absen

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