Visitor Experience Assistant

Salary £8,718.45 per annum (Full time equivalent £27,352.00 per annum)
Part time 12.75 hours per week, site based
22 months FTC

**Role Purpose**:
Visitor Experience Assistants are essential to the delivery of the National Portrait Gallery’s vision and values by providing a welcoming, knowledgeable and inspiring visitor experience for all. Responsible for encouraging visitors to deepen their engagement with the Collection and for the sale of exhibition tickets, memberships as well as retail products, Visitor Experience Assistants work proactively to provide an exceptional visitor experience which is personal, inclusive and supportive whilst utilising effective upselling skills. The Gallery holds the most extensive collection of portraits in the world and through the development and delivery of daily Talks and Tours, Visitor Experience Assistants inspire curiosity and enhance our visitors’ connections to the people who have made and continue to make British history and culture. Ensuring the safety and wellbeing of visitors and the Collection is central to the role, alongside championing a culture of inclusion and accessibility. This role is responsible for pro-actively promoting Membership to the Gallery, as well as encouraging visitors to support the Gallery through Gift Aid and donations.

**Key Accountabilities**:

- Provide a warm welcome to all visitors to the Gallery, assisting with orientation of the building and offering advice to enhance each visitors’ experience.
- Facilitate the sale of exhibition and events tickets, memberships and retail products, encourage membership upgrades, promote general donations and Gift Aid through all transactions and work to achieve income targets.
- Process all transactions accurately, efficiently and in compliance with General Data Protection Regulations (GDPR).
- Scan tickets at exhibition entrances and operate the cloakroom ensuring accuracy and efficiency are maintained to limit visitor wait time.
- Maintain an up to date knowledge of the Gallery’s programme including Collection displays, exhibitions, activities and events, to deepen visitor’ engagement with the Gallery’s offer.
- Encourage visitors to engage with and learn from the Gallery’s Collection by devising and delivering Talks & Tours, assisting with interpretation and providing general information.
- Assist with visitor flow into the building and throughout the galleries, providing queue management, capacity management and wayfinding assistance to enhance visitor satisfaction.
- Work closely and collaboratively with the Security team to invigilate the galleries and maintain the safety and security of visitors, staff and the Collection.
- Take an active role during emergency incidents, assisting with the evacuation of the building in accordance with the Gallery’s procedures.
- Champion inclusion and diversity awareness in order to facilitate access for all visitors. Responding to visitor needs as appropriate and being available to offer support.
- Maximise the use of technology to enhance the visitor experience, through the utilisation of mobile devices, to assist with visitor queries, stay up to date with policies and procedures, and report maintenance and technical issues.
- Respond to visitor feedback and complaints, using own initiative to resolve issues or escalate where appropriate.
- Work creatively and collaboratively with colleagues in the Visitor Experience team to continuously improve the front of house operation and visitor experience.
- Monitor all public spaces ensuring they are maintained to the highest standard of presentation, reporting any issues through the appropriate channels and resolving in a timely manner.
- Maintain a detailed understanding of the Gallery’s retail and catering offer and proactively promote products where appropriate.
- Support the delivery of events, including outside of public opening hours, working closely with relevant departments to ensure that all needs are met.
- Undertake all duties in an environmentally sustainable manner in line with the Gallery’s sustainability policies and targets.
- The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role_

To read the full job description, please follow the link: Job description

**Key Experience, Skills and Criteria**:

- Excellent organisational skills and attention to detail with the ability to prioritise.
- A creative thinker who is willing to experiment with new approaches.
- Excellent communication and interpersonal skills.
- Strong sales skills, motivated and target focused.
- A confident public speaker with the ability to deliver complex information in an engaging manner to a diverse audience.
- A calm and confident approach in dealing with emergency situations.
- An ability to handle customer complaints with eas