Front of House Leaders

We are seeking to recruit confident, energetic and innovative team leaders to join our Front of House teams at the V&A. These teams sit as part of the Audiences division and are responsible for making our visitors feel part of the V&A’s growing family and placing them at the heart of the museum. On a day-to-day basis they work together, playing an important role in how the V&A warmly welcomes all its visitors, ensuring access to collections is inviting and illuminating by sharing their passion and expertise.

We are seeking to fulfil the following roles:
**Full-Time**

Operations Deputy Manager, Sales Deputy Manager and Retail Supervisors

**Part-Time (across Friday, Saturday and Sunday)**

Operations Managers, Operations Deputy Manager and Retail Supervisor

**ESSENTIAL CRITERIA**
- Leadership skills gained within a customer service or visitor facing environment, with an ability to coach and mentor staff to bring the best out of them. Has a clear understanding of the nuances of working within and managing large and diverse teams.
- A positive and optimistic person with a genuine passion for people. Someone who takes pride in satisfying high expectations of visitors and is driven by delivering a world class experience. A demonstrable understanding of best practice visitor experience or customer service that would be expected in an institution such as the V&A.
- Evidence of good analytical and problem-solving skills with an ability to act quickly and respond to a wide range of complex situations. Able to delegate where appropriate and can evidence examples of pro-active decisions making/ action ahead of arising situations.
- Has a high level of emotional intelligence. Sincerity when dealing with difficult situations among the public or members of their team, receptive to others’ opinions, able to take on feedback and be considerate in the response.
- Able to act as champion for change, using challenges as an opportunity to evolve and improve ways of working within their team or work environment.

**DESIRABLE CRITERIA**
- Experience of working in a museum or cultural institution
- Experience of working in a high footfall environment
- Experience in dealing with a variety of emergency situations and an understanding of safety and security within the workplace.

**IMPORTANT**
- Please specify which Front of House position you feel you are most suited to, how your experience and skills match the requirements of the role, and the key qualities you will bring to the team.
- Describe a time when you have contributed to improving a team member’s performance? How did you approach them, what was the outcome and would you do anything differently next time?
- Describe a time when you have delivered an excellent visitor/customer experience through your team? What challenges did you face, how did you overcome those, and what was the outcome?
- Scenario-based question : It is a very busy day half-term day in the museum and it is approaching midday. There are two supervisors and one manager on duty in your team. There is a visitor waiting for a refund, you need to attend a departmental meeting and you have an assistant calling for urgent support. Fully describe how you would approach this situation to achieve the best outcome and why?
- Give an example of when you have been given constructive feedback by a senior colleague? What was the context, what was the feedback, and how did you respond to that feedback?
- Describe a time when you have been involved in a team going through significant change. What was the change, how did your team approach it, what was your role within it and what was the outcome?
- Can you give us an example of when you have had to deal with an emergency situation within a work environment? How did you ensure safety and security were maintained, and what was your role within the team?