Admissions Team Leader

1 week ago

Par, United Kingdom Eden Project Full time

£12.45 per hour
35 Hours per week, annualised

Job Family Definition
Roles within the Engagement, Learning and Entertainment job family focus upon the Eden experience, providing interpretation activities, learning programs, encounters and events, which engage, inspire and entertain, thus enhancing individuals understanding, experience, skills and enjoyment.

Role Purpose
To support the Retail & Admissions Manager in leading the admissions team to deliver great customer service providing our visitors with an engaging and inspiring world class welcome. Seek all opportunities to drive business performance and profitability in order to benefit the charitable aims of the Trust. To take responsibility for the system and procedures involved in the leadership of the admissions team constantly adapting to operational needs.

Key Accountabilities

1. Responsible for the efficient running of admissions in accordance with policies and procedures laid down. Strong leadership and motivational skills with a can-do attitude to support the admissions team’s development, performance, and welfare.
2. To develop a sales culture in the team that maximises revenue from gift aid transactions and guide book sales. Ensure that the team understands the importance of business performance and profitability and how to deliver this alongside world class service.
3. Responsible for the daily supervision of the team to ensure service standards and engagement meet and exceed the expectations of visitors. Ensuring the daily scheduling of staff maximises opportunities to interact with customers to managing ques and driving sales.
4. Responsible for communication and dissemination of information to the admissions team ensuring that all staff are informed and updated with all relevant information.
5. Confident understanding and positive attitude towards health and safety and the demands of the various roles of the team and their working conditions. To maintain relevant and update operational systems and procedures.
6. With the appropriate training and support you may be required to work in admissions, hospitality and events, stewards and car parking teams according to business needs.
Demands of the Role
Education & qualifications
The jobholder is required to have a high standard of literacy and numeracy including Maths and English GCSE grades A-C.
Knowledge & skills
The job holder will have at least 1 year’s proven experience in a sales leadership role gaining the extensive knowledge and skills in the supervision of a team of staff in a relevant environment as well as proven ability in IT skills and EPOS programming. Experience of Dynamics CRM or similar CRM database is desirable.
Decision
- making
Works to short term objectives where the results are immediately obvious, organising own work and the work of others broadly within established procedures. Fluctuating daily visitor numbers will mean decisions being made on supervision of the team and staff deployment to ensure daily operational delivery is seamless. Reporting to the Retail & Admissions Manager regularly, any complex, business critical decision making will be escalated to this role.
Resourcefulness
Reactive problem solving is a routine feature of this role. Self-motivated with the ability to work on your own. Ability to adapt to and tackle challenges head on with a positive, can-do attitude. Required to input and feedback to the Retail & Admissions Manager, to assist in ways to devise innovative and creative ways to improve the visitor experience and drive gift aid transactions and guidebook sales.
People & asset management
Supervision of the admissions team. This can be up to 30 staff during peak and although mainly working in a small team of supervisors there may be times when this is done alone. Responsible for till transactions and cash handling. Shared responsibility for care and maintenance of admissions equipment and assets. Financial responsibility of managing staffing levels to budgetary requirements.
Communication & visitor experience
Communicate with a wide variety of people, both colleagues and visitors, dealing with day-to-day customer queries and complaints. Uses an extensive range of communication skills, adapting method and approach depending on the audience. The job holder is required to communicate verbally and in writing. Reporting effectively into the Retail & Admissions Manager as relevant with updates on the team.
Operational environment
This role is an operational role working in a busy dynamic front of house environment. There is some office-based work. You will need to be self-motivated to manage the day to day whilst leading the team. You will have regular contact with the Retail & Admissions Manager and daily contact with the Retail Team Leaders and Duty Manager. There will be a need to work late nights at certain times during the year to meet operational needs.

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