Visitor Assistant X2
7 months ago
**About Us**
We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.
Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.
We employ 900 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.
**Diversity and inclusion matter to us.**
Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment.
We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.
**About the role**
**Permanent, Part time working (0.4 - Saturday/Sunday)**
The Natural History Museum is a world-class visitor attraction welcoming millions of visitors every year. Our Visitor Assistants are the key to welcoming our visitors, providing an excellent experience, a safe environment and encouraging spend to help the Museum generate income.
Visitor Assistants at the Museum are part of our Visitor Experience team within the Commercial and Visitor Experience department. They provide direction, information, experiences and sales to our visitors, inspiring people in the natural world through our collections and scientific research. They ensure that visitors to the Natural History Museum are provided with an engaging visit in a well-presented safe environment, through the active provision of excellent customer service and knowledge of the offer.
**Working Environment**
The role involves switching between a range of visitor-facing duties and tasks across the Museum and the ability to be adaptable and flexible is essential. You will be working with the public and exposed to large numbers of people in noisy and crowded environments. The role requires long periods of standing as well as working outside throughout the year in a range of temperatures and conditions.
Appropriate equipment and health and safety provisions are in place to manage any risks and hazards within the role. In line with our responsibilities under the Equality Act 2010 we will explore reasonable adjustments in order to carry out the role.
**Main Responsibilities**
**Visitor Experience**
- To welcome and proactively assist visitors, providing excellent customer service to enhance all aspects of the visitor journey
- To inspire visitors’ interest in the natural world by sharing knowledge and information, and advocating all aspects of the public programme, offer, services and products
- To deal sympathetically with queries and complaints, escalating issues where appropriate
- To support at the Information Sales desks, answering visitor queries
- To work flexibly to meet operational demands, on occasion working out of normal hours or to support other visitor-facing teams
**Commercial Sales**
- To achieve set individual and team performance objectives and conversion targets
- To actively promote and engage visitors in commercial activities including Membership conversion
- To readily encourage on site visitor donations in a friendly and approachable manner
- To advocate for Museum membership in building on-going relationships with our visitors and supporting the work of the Museum
- To promote the programme of temporary exhibitions, including the Gift Aid scheme to encourage additional ticket donations and meet conversion rates
- To maximise income generation through add-on sale items
**Operational Standards**
- To adhere to operational and presentation standards for all tasks and responsibilities
- To work effectively in a diverse team to meet individual and shared responsibilities, demonstrating respect at all times
- To use telephones, radios, computers, EPOS systems and other technology as required to carry out your duties
- To carry out any further tasks appropriate to the grade of the post
**Health and Safety**
- To undertake all Health and Safety, Fire and Housekeeping responsibilities to ensure a safe and enjoyable environment for visitors
- To manage queuing, visitor flow and holding plans for visitors as required for the safety and experience of visitors and security of the collections
- To confidently evacuate large numbers of visitors in an
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