Visitor Experience Assistant

**JOB TITLE**:Visitor Experience Assistant

**DEPARTMENT**: Visitor Experience Team

**LOCATION**: The Piece Hall, Halifax

**SALARY SCALE**: £13,384.80 (£11.44 p/h)

**HOURS**:Minimum of 22.5 hours per week including evenings and weekends

**CONTRACT**:Permanent

**BENEFITS**:Priority access to major events; bike to work scheme; discounted health scheme, access to mental wellbeing advice; eligibility for bonus scheme

**REPORTS TO**:Head of Visitor Experience

**DATE**:September 2024

**PURPOSE OF THE JOB**

Sir Tom Jones, Noel Gallagher, McFly - just some of the big names we’ve hosted on our courtyard - we’re now looking for someone to work as part of the Visitor Experience Team, handling not only enquiries about stars like Sir Tom, but also organising and carrying out School visits, conducting workshops, heritage tours, keeping a track on our membership scheme and encouraging donations to help support this unique 18th Century building. You’ll also be involved in creating family fun events, conducting educational workshops and assisting with our Volunteers. As the first point of contact for visitors and customers, in person, online, or phone, you’ll be adaptable, friendly, and well informed. It’s a varied role, with no two days alike, sometimes front of house in our Visitors Cente and other days working in the offices. We’re not looking for someone who wants a 9-5 routine. We do want to hear from you if you’ve experience of working in a front of house capacity or in any kind of education with a love of heritage, culture and the arts.

Reporting to the Head of Visitor Experience, the post holder will be a key part of the Piece Hall Visitor Experience team.

You will provide excellent customer service to our visitors, and will contribute to the realisation of the organisation’s goal of The Piece Hall becoming a world class heritage, events, retail, food and drink destination.

**KEY DELIVERABLES/ACCOUNTABILITIES**

**Heritage and Learning**
- Organise and liaise with schools to arrange visits, conducting heritage workshops in relation to the Piece Hall’s history.
- Arrange and carry out educational guided tours to people of all ages, covering the curriculum areas agreed.
- Set up and conduct fun family events such as trails around The Piece Hall, generating footfall and income.
- Organise and carry out seasonal crafting events.
- Liase with retail tenants to participate in footfall driving activities.
- Communicate with volunteers to assist in school visits, crafting activities etc..

**Customer Service and Income Generation - Visitors Centre**
- Work in the Visitors Centre which is currently open 11am until 3pm, this is part of The Piece Hall Story and essentially a reception and information centre
- Provide an efficient and effective service to customers, understanding their needs and requirements, working to exceed these wherever possible.
- Keep up to date with all activities, events, and promotions at The Piece Hall to be able to deal with all visitor enquiries.
- Be an ambassador for the Piece Hall and actively drive and promote customer donations
- Actively promote and manage individual membership enquiries and sign-up members
- Develop, with Comms, Piece Hall merchandise
- Help with visitor enquiries, providing information on The Piece Hall as well as Halifax and the wider area.
- To ensure the Visitor Centre is clean and tidy at all times.
- To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working.
- Organise and conduct paid heritage tours
- Proactively manage customer complaints in conjunction with the Head of Visitor Experience
- Manage coach party visits in conjunction with the Head of Visitor Experience

**Box Office**
- Assist with accreditation during Live Music Events.
- Proactively manage ticket sales enquiries in relation to the Live Music Events.
- Process sales of any The Piece Hall event tickets both in person at the Visitor Centre and to customers over the phone.
- Report any unresolved visitor or box office related enquiries to the Head of Visitor Experience
- Take customer information as required by the organisation and in line with current data protection.
- Deal with membership enquiries and sign up members
- Work in the courtyard as part of the Visitor Experience team during events as required
- Assist with pre sales commuinications for Live Music Events

**Events, Venue and Group Bookings**
- Answer phone calls ensuring that group tours and meeting room enquiries are directed to the relevant staff member.

**Other Tasks**
- Selling Piece Hall merchandise
- On occasion, you may be required to assist other areas of the Piece Hall Trust with staff cover
- To attend any relevant training courses, information sessions and team meetings as required

**Health & Safety**
- Help to ensure the area is cleared quickly and efficiently during an evac