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Visitor experience manager

2 months ago

London, UK, United Kingdom Jacksons Lane Full time

Application deadline: Mon 16 September, 10am

Salary: £28,000 to £30,000 per annum pro rata

Contract: Permanent full-time

Place of work: Jacksons Lane, Highgate, London, N6

Interviews: Friday 20 September 2024

Do you have experience delivering excellent customer service within an arts organisation?

This role is to manage all aspects of the customer experience function at Jacksons Lane including our Front of House team, scheduling shifts for the zero-hour staff, training and recruiting new staff, financial reconciliation and supporting with the management of our Supporters scheme. This also includes administrating and monitoring the Box Office system, working to enhance the overall visitor experience, and ensuring best practice is followed throughout the full FoH team.

This role will support the General Manager on day-to-day maintenance matters and work closely with the Hires & Events Manager to provide an excellent customer experience for those hiring the building. This role is based on the Welcome Desk 2 days a week and 3 days in the office.

Responsibilities

Welcome desk, Box Office & Front of House

  • Open and close the building, taking responsibility for all fire and safety checks.
  • Ensure the safety, security, cleanliness, and tidiness of the venue always.
  • Provide a friendly welcome to all visitors and users of the building.
  • Receive general enquiries in person, by phone and email, and providing accurate information where possible or directing queries to the appropriate member of staff.
  • Assist with events, and room hires ensuring all spaces are clear and ready for use.
  • Liaise with the marketing team on marketing displays, direct mailing, and other activities to maximise sales, promote the venue and ensure there is a co-ordinated approach to the Jacksons Lane brand.
  • Ensure that performances managed, and that there are clear communications with technicians, visiting companies and the café/bar team.
  • Ensure relevant Health & Safety duties are undertaken and report any issues or incidents to the General Manager.
  • Report any building or maintenance concerns to the General Manager.
  • Take overall responsibility for customer comments and complaints, ensuring the General Manager is informed of any action taken.
  • Uphold Child Protection policy and Safeguarding procedures, in addition to all other Operational Policies.
  • Take overall responsibility of the day-to-day use and administration of the Box Office system, Spektrix.
  • With the Marketing Manager ensure that the Box Office system and website are properly coordinated, up to date and functioning effectively.
  • Sell, reserve, refund and exchange tickets and respond to booking enquiries in person, by phone, and by email.
  • Develop and implement policies and procedures for ticket returns; refunds; group bookings; promotional offers; and concessionary, complimentary and access tickets.
  • Ensure accurate customer details are taken within GDPR guidelines across the Front of House Team and ensure that this data is maintained and updated when required.
  • Keep excellent financial records, reconcile all cash and income, lead on regular banking reconciliations, and liaise with Finance Manager on any financial concerns.
  • To work with Marketing, and Artistic Programming to maximise income generation through ticket sales and donations. Communicating any marketing initiatives and promotions to the wider Front of House team.
  • Develop and produce Box Office reports for marketing analysis and financial forecasting.

Staff management

  • To line-manage the Duty Managers and FoH and Events Assistants, and to develop an effective FOH staffing structure that will deliver a great customer experience and support the building operations.
  • Lead on the recruitment, induction, and regular training of Duty Managers and FoH and Events Assistants.
  • Take full responsibility for producing and managing the monthly rotas for zero-hour staff, ensuring that time sheets are accurately completed by the team and submitted to the Finance Manager.
  • Ensure the performance and development of all FoH staff is monitored through an appraisal programme and 1:1 meetings.
  • To develop and maintain effective operations that promote clear communications within the entire FoH team.
  • Ensure appropriate access arrangements are made for visitors and staff, taking into account the provisions of the Disability Discrimination Act.

Fundraising

  • Be a first point of contact for individual donors and provide information about donations using Spektrix to monitor donation details and individual giving.
  • Support the Executive Director with the management of the individual giving supporters’ scheme.

General

  • To report to the General Manager regularly on the progress and developments at the Welcome Desk through weekly meetings and scheduled appraisals.
  • To always act in accordance with Jacksons Lane’s policies and procedures.
  • Undertake administration relevant to this role and attend training and meetings as required.
  • Undertake any other duty as may reasonably be requested by the Executive Management Team
  • To act as the Deputy Safeguarding Lead supporting the Safeguarding Lead to ensure policies and practices are carried out.
  • Any other support or administrative duties that the CEO’s might reasonably require.

Please click the 'Apply' button for the full job description.

Jacksons Lane has a strong commitment to increasing the diversity of our staff. With this in mind, all candidates who indicate on the equal opportunities monitoring form that they are from an ethnically or culturally diverse background and/or are disabled, and who meet the Essential Criteria of the Person Specification will be guaranteed an interview.

Please state in your application that you found this role through Creative Access.