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Visitor Experience Assistant

3 months ago

London, United Kingdom Transport for London Full time

**Visitor Experience Assistant (Ticketing / Gallery)**
**042390**

**Organisation**
- London Transport Museum

**Job**
- Compliance

**Position Type**
- Full Time

**Visitor Experience Assistant (Ticketing / Gallery)**

Job title**:Visitor Experience Assistant (Ticketing / Gallery)**

Grade/hay score: Pay Band 1

Contract: Permanent (Multiple vacancies)

**Salary**: £22000.00 - FTE

Reports to: Visitor Experience Manager

Location: London Transport Museum, Covent Garden

**Please state in your cover letter, which area of specialism and roster pattern/s you would prefer. There are roles available in Ticket Desk & Gallery Teams**

There are several work patterns available that can be discussed at interview, which include;
35hrs per week over 7 days covering alternative weekends

20hrs per week over 5 days (12:00 - 16:00) covering 1 day of the weekend

**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.

**About the role**

The Visitor Experience Assistants (VEAs) 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 actively promote our charitable objectives, Gift Aid & guidebook sales and the Museum’s inspiring collection and will deliver on the Customer Promise “Every Visitor Matters”

**Key Accountabilities**

All Roles
- Adhering to the Museum’s policy and procedures, informing management of any issues, and making recommendations for improvements.
- Anticipate and respond to the needs of visitors and guests to the Museum & Shop. Dealing with problems raised in an effective, appropriate, prompt, efficient and polite manner, or escalate where appropriate to the Duty Manager
- Ensures work environments are safe and secure, responding to breaches in security and safeguarding issues to ensure safety and the Museum’s reputation.
- Be part of the team responsible for evacuating the building in the event of an alarm sounding
- To carry out any other reasonable requests by the Museums management, such as working with the events team to get the Museum ready for functions.

Ticket Desk & Welcome team
- Ensure all visitors to the Museum are welcomed in a friendly, professional way. Check and scan their tickets & make recommendations of how to get the most out of their visit
- Provide a ticket desk service, ensuring all stock control / financial procedures are followed and explain ticketing options, including offering Gift Aid, guidebook, and merchandise at point of sale to ensure targets are met
- Keep the ticket desk and entrance tidy & presentable throughout the day

Gallery team
- Patrol the galleries, engaging with visitors by providing an EPIC experience and supporting them throughout their visit by encouraging them to interact with displays, visit temporary exhibitions & participate in family activities
- Develop and deliver introductory and full gallery guided tours to visitors, ensuring they are relevant to the audience
- Keep the galleries tidy and presentable, keeping resources replenished

**Knowledge, skills & experience**

Knowledge

Ticketing or retail till & EPOS experience - desirable

Understanding of safeguarding - desirable

Understanding of GDPR - desirable

Understanding of retail processes - desirable

**Skills**:
Proven excellent customer care skills, be pro-active in engaging with our visitors, ensuring they have an enjoyable, safe and secure visit. - essential.

Must have excellent communication skills, able to communicate clearly and effectively with a range of individuals of all ages, including colleagues, customers, contractors, external stakeholders and the emergency services etc - essential.

A high standard of numeracy and literacy, and an excellent command of written and spoken English - essential

The ability to work as part of a team - essential

Able to work effectively under pressure - essential

Retail skills - stock control and visual merchandising - desirable

Experience

A good level of experience of working in museums, visitor attractions, hospitality or retail environments - essential

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