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Venue Support Services Officer

2 months ago

Dundee, United Kingdom The James Hutton Institute Full time

The work undertaken by The James Hutton Group is right at the top of the global agenda when it comes to tackling problems such as the impact of climate change and threats to food and water security.

Critical to successful delivery of our work is engaging effectively with our many audiences from the initial point of engagement with the Hutton either by phone or email; to actually entering our buildings and creating a good first impression. The new facilities at Invergowrie and Aberdeen will act as a focal point for meetings, workshops and conferences for both internal and external stakeholders.

This post is focused on managing the venue services side of the Hutton’s operations to ensure that all who engage with the Hutton at the first point of contact are supported appropriately either online or in person to reach their intended outcome. It will also provide an effective front-of-house service for all colleagues and tenants.

Previous experience is essential and can involve either a suitable qualification combined with practical experience or longer-term practical experience.

This post is based at our campus in  Invergowrie near Dundee.

More information on the detail of the post and the post holder can be found below in the job description.

Main purpose of job

To oversee the visitor support services across both sites to provide a professional first point of contact with the Hutton for external visitors and a professional reception service for colleagues and tenants. 

 
Main duties of postholder

  • This role will provide the following duties on a part-time basis and also manage the four Visitor Services Co-ordinators split between our sites in Dundee and Aberdeen.

  • Management of Visitor Services Co-ordinators in Dundee and Aberdeen involving setting objectives, managing performance, recruitment as appropriate.

  • Setting of standards for room bookings from layout when showing prospecting clients to developing processes for enquiries to formal confirmation and invoicing and being key contact on the day for events liaison and ensuring all co-ordinators are briefed and prepared to deliver key messages and information to client.

  • Key contact for room bookings and ability to talk about the new building and available rooms confidently both on site and at external meetings and events as appropriate.

  • Providing on a part-time basis but also seeing the delivery by others of the following duties:

  • Welcome: initial engagement point of contact for all visitors and contacts: greeting all colleagues and visitors/contractors in a welcoming and professional manner, supplying and managing access cards and lanyards and providing visitor information and directing visitors to right room/host.

  • Answering and directing calls and enquiries for both sites in a professional and helpful way. Monitor the info@hutton mailbox and reply or forward on to the correct person or team.

  • Instructions and inductions to visitors in respect to health, safety and welfare First point of contact for first aid and for emergencies including activating alarms and providing defibrillators.

  • Receiving and sorting mail and samples for receipt and issue including franking and completing customs forms for shipments out with the UK and arrange collections.

  • Arranging transport for staff and visitors as necessary.

  • Supporting colleagues with a range of clerical activities including photocopying, printing, laminating, data entry, preparation of documents, purchase orders and stationery.

  • Support for tenants as determined in their agreements

  • Selling of merchandise from a reception shop and carrying out financial transactions using cards requiring understanding of products.

  • Encouraging visitors to ‘tap to donate’ for selected fundraising campaigns and to understand the rationale to encourage visitors to take action.

Qualifications/Skills/Knowledge

Essential Qualifications

  • Minimum HND/NVQ/SVQ level 3 or equivalent professional qualification.
  • Two years’ experience in a similar environment.

Essential Skills

  • Strong interpersonal and communication skills to work with a wide range of stakeholders
  • Proven track record of managing people.
  • High standard of written and verbal communication skills.
  • Ability to organise own work effectively, prioritising competing workloads and working to tight timescales.
  • Good computer/software literacy essential.
  • Good attention to detail and accuracy.
  • Creative, proactive, flexible and able to work to agreed deadlines.
  • Experience of working within /or for a similar working environment

Essential Experience

  • Proven track record of providing customer services.
  • Strong project management and organisational skills in order to manage multiple bookings and demands simultaneously.

Desirable Experience

  • Venue support services experiences.

Additional Notes and Requirements

  • This post needs to be based at our Dundee site due to needing to provide reception services duties as well as manage the other venue co-ordinators. The post holder needs to be on site five days a week and will stagger timings so that there is a smooth cross over with the venue services co-ordinator and that reception is manned between (to include). The postholder will need to travel to our office in Aberdeen one day a week.
  • Willingness to ‘get stuck in’ to whatever appropriate task may need doing in the context of Communications activities.

Interview Date

Interviews will be held in person at The James Hutton Institute, Invergowire, on the afternoon of Thursday, 26 September, and the morning of the Friday, 27 September 2024. 

This role does not attract a certificate of sponsorship.

Benefits Offered

  • Employee Assistance Programme (EAP) - A confidential service available to support employees and their families with work or personal problems. Providing access to professional counsellors, psychologists, and work-life consultants available to help and support individuals in tackling all types of problems.
  • Annual Leave – Generous entitlement up to 40.5 days a year, with carry over possible and guaranteed time-off for Christmas.
  • Pension - Employer Contribution of 15% in a Personal Pension Plan and employee contribution flexibility.
  • Self-managed hours and Flexible Working – option to manage and spread your working time in line with organisational needs to create a healthy work life balance.