Churchill War Rooms

**Opportunity ID**

317

**Location**
- Churchill War Rooms

**Salary**
- Circa £27,266 per annum

**Hours**
- 37.5 hours net per week

**Department**
- Retail and Admissions CWR

**Job Summary**

**Job Summary**

The Retail and Admissions department generates income in excess of £12 million and welcomes over 2 million visitors each year. The department has 5 permanent Retail and Admissions operations across the IWM branches. The department is responsible for generating income and profit for IWM; delivering a product range that is unique, relevant and inspiring; providing excellent customer service and visitor welcome and the department acts as an ambassador for the IWM brand and values.

The purpose of this role is to assist the Churchill War Rooms Retail and Admissions Manager in efficiently managing the day to day operation of the Churchill War Rooms shop and admissions in order to achieve targets and maximise profitability. To ensure that all staff are fully trained and developed and that they deliver a consistently high standard of customer service. To ensure correct adherence, by you and those you manage, to retail and admissions’, security and financial procedures including the security of monies and stock.

**Churchill War Rooms**

Beneath the Treasury on Whitehall, Churchill War Rooms houses the very rooms from which Winston Churchill and his war cabinet directed the war. 500,000 visitors a year come to explore the historic rooms and discover the stories of those who lived and worked here. And the rooms themselves are only half the story; there is also the award winning Churchill museum to explore, to learn all about the man himself. As a member of the Retail and Admission 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.
- ** Admissions**: The key roles and functions are focused around welcome and income. This includes providing an excellent visitor welcome; accurately recording visitor numbers and profiles, maintain accuracy across cash, credit card and invoice transactions, ensuring value for money for our visitors through excellent knowledge of all ticket categories, whilst promoting and driving the sales of our guidebook and membership. The retail and admissions team are also responsible for handing out and retrieval of audioguides.
- ** Retail**:Churchill War Room's shop is key to driving income for the branch and the operation focuses on providing excellent customer service, through active engagement with our visitors and confident product knowledge. In addition, there is also an emphasis on presenting our product in a stylish, attractive and commercial way.

**Your duties will include**:

- To support the Retail & Admissions Manager overseeing all aspects of the day-to-day operation of the Churchill War Rooms shop and admissions, ensuring that they are fully and effectively staffed.
- To assist with creating 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 assist with the training and development of the Retail & Admissions team ensuring that staff can carry out their duties according to agreed policies and procedures in relation to the operation of tills, customer service, merchandising etc. and that they perform tasks as accurately, efficiently and flexibly as possible.
- To assist with the monitoring of general performance of staff through regular observations, 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.
- To set the standard for Customer Service ensuring that the Retail & Admissions team provide excellent customer service and visitor welcome at all times; to give positive and constructive feedback to the team regularly to constantly improve.
- To aim to exceed all retail sales and key performance indicator targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
- To liaise directly with difficult customers and deal with complaints as appropriate, ensuring relevant information is passed on to other departments.
- To assist the Retail & Admissions manager with the effective and efficient running of the CWR admissions desks, working closely with the Visitor Services team.
- To use IWM’s till systems and your extensive knowledge of the museum’s tickets and memberships to provide the most suitable options for our visitors.
- To assist the Retail and Admissions Manager with the general development of the Retail and Admissions team ensuring that all staff are motivated and given