Customer Service Assistant

3 months ago

London, United Kingdom Transport for London Full time

**Organisation**
- London Transport Museum

**Job**
- Customer Care

**Position Type**
- Full Time

**Please note**:
This recruitment campaign is to recruit for a number of opportunities as well as recruiting to a waitlist.

**Grade** **Pay Band 1A

**Contract**:Permanent

**Salary**: £22,000pa.

**Reports to**: Visitor Experience Manager

**Location**:London Transport Museum, Covent Garden

There are 2 work patterns available that can be discussed at interview, which include:

- 35hrs per week, working 5 in 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 London Transport Museum Retail**

LTM retail is one of the leading Heritage/Museum retail brands in the country. We have a passion for amazing retail ranges and are renowned for our exclusively developed product inspired by the Museum’s collection. Profits made from retail sales help fund the Museum’s valuable work.

**Job Overview**

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, retail & guidebook sales, and the Museum’s inspiring collection and will deliver on the Customer Promise “Every Visitor Matters”

**Key accountabilities**

1. Contribute to the Museum shop's sales targets by providing excellent customer service and ensuring all shop standards set by the Central Retail team, Shop Manager and Visitor Experience Management team are met

2. Provide excellent product knowledge to our customers. Helping to secure sales by explaining the ‘Unique selling points’ of our products and links to our world-famous collection

3. Keep the shop clean, tidy & presentable and ensure stock replenishment and remerchandising is carried out throughout the day

4. Ensure all stock control procedures and standards are met, including weekly and annual stocktakes

5. Adhering to the Museum’s policy and procedures, informing management of any issues, and making recommendations for improvements.

6. Assist with the processing of stock deliveries and goods-in to the required standards as set by the Shop Manager

7. To carry out till duties, processing card payments and cash handling with care and accuracy.

8. 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

9. Ensure 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

10. 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.

**Skills, Knowledge & Experience**

**Skills**
- Excellent customer care skills, be pro-active with our visitors, ensuring they have an enjoyable, safe, and secure visit. (essential)
- Engagement skills (essential)
- 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)
- Retail skills -stock control, experience in using a retail till and visual merchandising (desirable)
- A good 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)

**Knowledge**
- Retail or ticketing till & EPOS experience (desirable)
- Understanding of retail processes (desirable)
- Understanding of safeguarding (desirable)
- Understanding of GDPR (desirable)

**Experience**
- A good level of experience of working / volunteering / work experienc

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