Retail and Admissions Supervisor

5 months ago

London, United Kingdom Imperial War Museums Full time

**Opportunity ID**

314

**Location**
- HMS Belfast - London

**Salary**
- £25,810 per annum

**Hours**
- 37.5 hours net per week

**Department**
- Retail and Admissions HMSB

**Job Summary**

**Job Summary**

As a member of the Retail and Admissions team you will be in a key, customer facing role, welcoming visitors to the museum, providing them with detailed information and consistently delivering the highest standards of customer service. A strong drive for achieving sales targets and the confidence to approach visitors and actively sell a wide range of products is essential. In addition, you will support the Retail and Admissions Manager and Deputy Manager in all aspects of the day to day running of the operation at HMS Belfast. You will be responsible, with the rest of the management team for ensuring every one of the retail and admissions assistants are delivering exceptional customer service, hitting team and individual Key Performance Indicators (KPIs) and following up on performance issues if they arise in a timely and professional manner.

**HMS Belfast**

HMS Belfast is a historic Royal Navy Second World War cruiser. She spent 25 years in active service, seeing action as part of the Arctic Convoys, at D-Day, and in the Korean War, before she was brought to London by IWM. Opened to the public on Trafalgar Day, 21 October 1971, HMS Belfast now attracts over 300,000 visitors each year.

The branch charges an admission entry fee and manages the arrival of pre booked groups. The Retail and Admissions operation comprises a ticket desk and shop, with the possibility of pop-up shops in historic locations around the ship.

**Admissions**: The key roles and functions are focused on welcome and income. This includes providing an excellent visitor welcome; information about the ship; entry ticket sales and guidebook sales.

**Retail**: The key roles and functions for Retail are focused on product knowledge, sales drive, team working and customer service. HMS Belfast has one shop, situated in the admissions area. The operation is focussed around driving sales and profit; delivering excellent customer service; presenting product in a stylish, attractive and commercial way.

**Key Relationships**

This role involves working with the wider Retail and Admissions team but also involves working with numerous internal departments. This list is not exhaustive but illustrates the key relationships:

- Retail and Admissions Operations Manager
- Head of Retail and Admissions, Publishing, and Brand Licensing
- Retail Buying and Merchandising team
- Head of Financial Controls
- Human Resources
- Visitor Experience
- Volunteering
- Membership

**Your duties will include**:

- To welcome and positively engage with every visitor to the museum, at any and every point of their visit, consistently delivering the highest standards of customer service at all times.
- To develop a strong knowledge of IWM, its collection and the local area in order to provide visitors with a professional and knowledgeable response to their enquiries and a memorable visit.
- To assist with creating daily staffing rotas for the shops and the admissions desks and to ensure that staffing levels reflect the needs of the business at all times.
- To use IWM’s till systems and your extensive knowledge of the museum’s tickets to provide the most suitable options for our visitors, whilst maximising revenue at admissions, promoting gift aid, donations and membership and to sell and promote with enthusiasm.
- To exceed all retail sales targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
- To work towards, and take responsibility for achieving branch key performance indicator targets, including guidebook ratio, average transaction value and spend per visitor.
- To assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance in order to ensure expectations are met. To feedback regularly to staff on their performance, through regular one to ones and annual appraisals where appropriate.
- To assist with the monitoring of staff sickness and punctuality, addressing issues as they arise, and informing the Retail & Admissions Manager and Deputy Manager if standards are not being met.
- To assist with the training and induction of all new staff, and lead by example at all times.
- To fully answer customer enquiries and deal with complaints in a calm, professional manner, processing refunds where appropriate.
- To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to audit and security requirements, both on the shop floor and whilst cashing up, showing exceptional attention to detail at all times.
- To ensure that the admissions operation runs smoothly at all times. This includes selling tickets to visito

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