Visitor Experience

7 months ago


Halifax, United Kingdom The Piece Hall Trust Full time

**PURPOSE OF THE JOB**

Sir Tom Jones, Duran Duran, Noel Gallagher - just some of the big names we’ve hosted on our courtyard - we’re now looking for someone to work ‘front of house’, handling not only enquiries about stars like Sir Tom, but also organising heritage tours, keeping a track on our new membership scheme and encouraging donations to help support this unique 18th Century building. You’ll also be involved in helping develop our merchandising. As the first point of contact for visitors and customers, in person, online, or phone, you’ll be adaptable, friendly, and well informed. It’s a varied role, with no two days alike. We’re not looking for someone who wants a 9-5 routine. We do want to hear from you if you’ve experience of working in a front of house capacity, with a love of heritage, culture and the arts.

Reporting to the Head of Visitor Experience, the post holder will be a key part of the Piece Hall Visitor Experience team, assisting with the day to day running of the Box Office service and the Visitor Centre.

You will provide excellent customer service to our visitors, and will contribute to the realisation of the organisation’s goal of The Piece Hall becoming a world class heritage, events, retail, food and drink destination.

**KEY DELIVERABLES/ACCOUNTABILITIES**

**Customer Service and Income Generation**
- To provide an efficient and effective service to customers, understanding their needs and requirements, working to exceed these wherever possible.
- Keep up to date with all activities, events, and promotions at The Piece Hall to be able to deal with all visitor enquiries.
- Be an ambassador for the Piece Hall and actively drive and promote customer donations
- Actively promote and manage individual membership enquiries and sign-up members
- Develop, with Comms, Piece Hall merchandise
- Help with visitor enquiries, providing information on The Piece Hall as well as Halifax and the wider area.
- To ensure the Visitor Centre is clean and tidy at all times.
- To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working.
- Organise and conduct paid heritage tours
- Proactively manage customer complaints in conjunction with the Head of Visitor Experience
- Manage coach party visits in conjunction with the Head of Visitor Experience

**Box Office**
- Process sales of event tickets both in person at the Visitor Centre and to customers over the phone.
- Report any unresolved visitor or box office related enquiries to the Head of Visitor Experience
- Take customer information as required by the organisation and in line with current data protection.
- Deal with membership enquiries and sign up members
- Work in the courtyard as part of the Visitor Experience team during events as required

**Events, Venue and Group Bookings**
- Answer phone calls ensuring that group tours and meeting room enquiries are directed to the relevant staff member.

**Other Tasks**
- Selling Piece Hall merchandise
- On occasion, you may be required to assist other areas of the Piece Hall Trust with staff cover
- To attend any relevant training courses, information sessions and team meetings as required

**Health & Safety**
- Help to ensure the area is cleared quickly and efficiently during an evacuation.
- Deal with First Aid enquiries in conjunction with the Duty Manager team
- Assist with emergency procedures where and when required.
- Be vigilent, ensuring the security of the building is upheld and anything requiring reporting to the Duty Manager team is done so in an appropriate manner.

**Cash Handling and Stock Control**
- Ensure that all cash handling procedures are followed in line with finance management, security and audit requirements.
- To assist with parcel deliveries and post where required

**WORKING RELATIONSHIPS AND CONTACTS**
- Head of Visitor Experience
- The Piece Hall Trust staff teams and volunteers

**CANDIDATE PROFILE (VISITOR EXPERIENCE & BOX OFFICE ASSISTANT THE PIECE HALL TRUST)**

**ESSENTIAL EXPERIENCE**
- Proven experience of delivering customer facing service to excellent standards and results
- Experience of cash handling
- Proven experience of working within a team and independently
- Ability to work fast and efficiently under pressure, to a consistently high standard
- Ability to form positive relationships with colleagues
- Excellent communication skills
- Enthusiastic
- Excellent time keeping
- Self-motivated
- Confident working independently under minimum supervision and using initiative

**DESIRABLE EXPERIENCE**
- Box office experience
- Merchandise sales experience
- Visitor services experience
- A passion of heritage, art and culture
- A knowledge of data protection requirements
- Computer IT skills

**OTHER SKILLS, KNOWLEDGE AND RELEVANT QUALIFICATIONS**
- Enthusiasm, passion and ambition with the ability to harness those attributes into n


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