Visitor Experience Assistant

Would you like to swap your present working space for one on board a Second World War Destroyer or in a working Victorian Ropery? The Historic Dockyard Chatham is looking for Visitor Experience Assistants to join our professional and diverse team providing an exceptional, welcoming and inclusive experience to our visiting public.

Our Visitor Experience Assistants are key to ensuring that every visitor enjoys a safe and fantastic experience, from dealing with pre-visit information and helping to plan a perfect day out, to staffing our galleries and historic ships, our team is central to helping us achieve our charitable aims. Facilitating learning and gallery engagement our Visitor Experience Assistants help to animate our collection and the wider site, inspiring dialogue with our broad and varied audiences.

The post involves working weekdays, weekends, Bank Holidays, on occasion early mornings, and evenings as part of a rota system. Visitor Experience Assistants are required to be mobile and proactive in approaching visitors throughout their shift and to cover the space they work within without adopting a stationary position. It should be noted this can sometimes be for extended periods of time and seating is not generally provided whilst working in the galleries. Some work outdoors will be essential in this role and we provide full uniform to support you - particularly during the cold winter months.

If you have exceptional customer service skills and a passion for working with people, we would be delighted to hear from you.

**HOW TO APPLY**

**JOB DESCRIPTION**

**Title**: Visitor Experience Assistant (seasonal)

**Responsible to**: Visitor Experience Manager

**Daily**: Duty Manager
Visitor Experience Team Leader

**Overall purpose of the job**:
To work as part of the Trust’s frontline Visitor Experience Team playing a vital role in delivering and enhancing the experience of visitors to our museum and heritage site, delivering consistently high levels of customer service and engagement whilst ensuring that that the health and well-being of our visitors is maintained at all times.
Within this role, you will work as part of a flexible team, support and respect colleagues across all departments, demonstrating a “can do” flexible approach to undertake such other duties as agreed with your line manager.

**Responsible for**:

- The health & well-being of all visitors to your allocated gallery or working area, reacting quickly and proactively to any fire alarms, first aid or other incidents / events in accordance with Trust policies and procedures, for which full training will be provided as part of the Trust induction process.
- The daily operation of your allocated gallery or working area, including overseeing all aspects of opening and closing routines, visitor information, gallery presentation and visitor safety delivering guided tours, demonstrations, family activities and gallery engagement as required.
- Assist with wayfinding and promote awareness of the galleries and services on offer, operating flexibly across a range of customer care roles.
- Support the delivery of corporate and or commercial events and wider Trust public events.
- Uphold the values of excellence as set out in the Trust’s Corporate Plan to maintain and enhance the reputation of Chatham Historic Dockyard Trust.

**Main Duties**:
**Ensure the safety and wellbeing of the visiting public**:

- Deliver a duty of care for visitors by ensuring that public areas are safe and accessible at all times.
- Comply with the Trust’s Safeguarding and Health & Safety Policies &
Procedures, monitoring the safety of the galleries (including undertaking evacuation processes) and visitors, dealing with, reporting hazards, near misses and incidents in a timely manner.
- To discreetly and sensitively, safeguard the security of visitors, staff, volunteers and museum assets in accordance with Trust operational guidelines.
- Use clear and concise communication channels to assist with the day to day operation of your role including use of the Trust’s radio system.

**Educate and inform visitors**:

- Enrich the visitor experience by gaining and retaining knowledge of the

Historic Dockyard and sharing your knowledge with the public.
- Ensure you have a good knowledge and understanding of the galleries, attractions, exhibitions, catering and retail outlets and any other activities of

The Historic Dockyard.
- Delivering guided tours and gallery content as required.
- Supervising and controlling access to visitor galleries.
- Providing information and advice on the collections and objects on display within the Historic Dockyard.
- Daily ticket checking when working in appropriate positions.

**Maintain a clean and tidy environment in accordance with the cleaning schedules and good housekeeping**:

- To maintain the Trust’s standards of both personal and public presentation.
- Regularly monitor the condition and cleanliness of galleries and faci