Retail & Admissions Assistant - Seasonal

**Opportunity ID**

318

**Location**
- IWM London

**Salary**
- £9,307.60 per annum, pro rata (£23, 269 per annum, pro rata FTE)

**Hours**
- 15 hours per week (37.5 hours per week FTE)

**Department**
- Retail and Admissions IWML

**Job Summary**

IWM London is unique in its coverage of conflicts, especially those involving Britain and the Commonwealth, from the First World War to the present day. We seek to provide for, and to encourage, the study and understanding of the history of modern war and 'wartime experience'.

Situated in Lambeth, ten minutes’ walk from Waterloo and the south bank the Museum attracts visitor numbers of 1 million a year, from all over the world. The retail offer is split across three distinct, permanent shop locations as well as an exhibition shop. Tickets to these paying exhibitions are sold from our Welcome desk along with guide books and exhibition books.

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.

This position is a seasonal role which will cover weekend hours only

Your duties will include:

- To welcome and positively engage with every visitor to the museum, at any and every point of their visit, consistently delivering the highest standards of customer service at all times.
- To develop a strong knowledge of IWM, its collection and the local area in order to provide visitors with a professional and knowledgeable response to their enquiries and a memorable visit.
- To actively sell IWM’s Guidebooks and related offers at the museum’s entrance, outside to the large visitor queues, from our admissions desk and as an add on sale in our shops.
- To use an extensive knowledge of all of the museum’s tickets and offers to provide the most suitable options for our visitors.
- To accurately record visitor numbers and profiles through the admissions tills, using correct payment methods paying careful attention to detail.
- To maximise revenue at admissions, promoting gift aid, donations and membership.
- To exceed all retail sales targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
- To work towards and take responsibility for achieving branch key performance indicator targets, including average transaction value and spend per visitor.
- To fully answer customer enquiries and deal with complaints in a calm, professional manner, calling on the support of the management team when appropriate.
- To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to audit and security requirements.
- To help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered according to retail guidelines
- To ensure that stock is correctly priced and coded and that when scanned at point of sale prices are correct and entered correctly on our EPOS till system.
- To assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant paperwork is completed accurately and without delay.
- To ensure all Retail and Admissions spaces are kept clean, well-stocked, well presented and merchandised to the highest standards at all times providing visitors with a perfect shopping environment and atmosphere.
- To inform the Retail and Admissions management team when stock or sundries are running low, and to bring to their attention any issues that may be prejudicial to the successful and smooth running of the operation generally.
- To assist the Management Team with the preparation and counting of stock at branch stock takes in accordance with IWM requirements and procedures.
- To take pride in your appearance and personal presentation as a representative of IWM and ensure this is reflected in your punctuality, attendance and commitment to the role. To act as an ambassador for IWM, and to behave professionally at all times.
- To ensure that you are fully aware of all Retail and Admissions policies and procedures and are also well informed of any changes to policies and procedures within IWM as a whole.
- To be responsible for the health, safety and welfare of staff and customers, ensuring compliance with all legislation and IWM policy.
- To work on a flexible rota pattern which includes regular weekend and bank holiday work, and some early morning and evening working where required.
- To work in the other London branches to provide cover for staff shortages as and when required.
- To undertake any other related duties when required by the Retail and Admissio