Weekend Visitor Services Assistant/duty Officer

Act as key contact responsible for building operations at the weekend.

Providing high quality facilities and operational support with a particular emphasis
on health and safety of the building and its users.

To deliver a professional customer focused welcome to all National Glass Centre
visitors, customers and guests. Sell the full offer of services/events and products
available at National Glass Centre.

**Key Responsibilities**
**and Accountabilities**:
**Customer Service
- Foster a customer focused environment at National Glass Centre and

provide a warm welcome to visitors and all building users.
- Provide accurate and up to date information and advice to customers

promoting the variety of services offered by NGC.
- Handling and resolving customer queries in person, by telephone, via
- Work as part of the Visitor Services Team, proactively resolving difficulties

or concerns and dealing with customer complaints in an effective manner
and at first point of contact.
- Increase visitor donations to National Glass Centre by

confidently approaching visitors in an appropriate way.

**Building Operations
- Coordinate emergency digital communications.
- Follow procedure for on the day staff absence.
- Attend the scene of an accident and undertaking the role of First Aider

and/or Fire Warden ensuring an accident form has been completed and
incident reporting procedure followed.
- Coordinate the response to any significant/urgent defective equipment,

power failure etc. with the support of Campus Security.
- Act as first point of contact for any immediate security, health &
safety or suspicious issues with the support of Campus Security.
- Ensure local fire exits and routes are maintained, alerting

appropriate department when necessary.
- Respond to intruder alarm by investigating the relevant area and following

the procedure in order to silence the alarm (training provided).
- Check donations boxes for evidence of tampering or damage.
- Periodically check the tidiness and cleanliness of the building. Including

function rooms and toilets.

**Staff Co-ordination
- Lead regular morning staff briefing to discuss the day ahead and any

operational issues arising from previous day or night including customer
feedback.
- Manage and follow the procedure for visitor parking.

**Administration
- Handle efficiently and accurately the operation of all Visitor Services

activities, including event, workshop and adult course bookings. Complete
all associated administration accurately.
- Administer the sale of course workshop bookings, Friends memberships

and process customer information using on-line Sales and Ticketing CRM
system.
- Take payment for services, products, events and workshops in an accurate

manner and in accordance with processes and procedures.
- Perform end of day cashing up procedures accordingly.

**Continuous Improvement
- Assist in the continuous improvement of customer service, systems and

processes by reviewing and suggesting revisions to existing working
practice.
- Participate in relevant training and development initiatives to enable

delivery of expected service.
- Provide cover for other departments as appropriate.***

**Special**
**Circumstances**:
Undertake the role of Lead Fire Warden should an emergency building evacuation
occur by interrogating fire alarm panel and evacuating the building (training
provided) and acting as key liaison with the Fire Service.

University of Sunderland
**Role Profile**
Part 2

**Part 2A: Essential and Desirable Criteria**
**_Essential _**

**Qualifications and Professional Memberships**:

- Educated to GCSE grade C level or equivalent.

**Knowledge and Experience**:

- Demonstrable experience of working within a customer service focused
- environment, providing a warm welcome to customers.- Understanding and appreciation of venue operations.
- Proven experience of working within a similar role requiring the use of
- excellent planning and organising, initiative and problem solving skills.- Demonstrable experience of working within a team.
- Proven administration experience
- Experience working with online room booking and ticketing software
- Proven ability to deal with customer queries effectively in an accurate
- manner.- Demonstrable IT skills in wide variety of Microsoft Office packages and
- customer systems.- Demonstrable numeric and literacy skills to facilitate accurate

administration of payments, written and verbal
communication.

**_Desirable _**
**_Qualifications and Professional Memberships: _**
- Customer care related qualification.

**Knowledge and Experience**:

- Cash Handling- Supervision of Staff
- A demonstrable interest in the visual arts or museums.
- Agree to undergo First Aid and Fire Warden Training.

**Part 2B: Key Competencies**
**Competencies are**
**assessed at the**
**interview/selection**
**testing stage**

**Communication**
**Oral**
- Delivery methods are chosen and tailored to aid understanding and meet

the needs of oth