Visitor Experience Assistant
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Purpose of the Job
The Visitor Experience Assistant supports the Visitor Engagement Co-Ordinator at their allocated site, putting customer satisfaction at the heart of what they do. They ensure that visitors receive an excellent experience whenever they visit so that IWM is able to achieve the financially sustainable income needed from our visitors. Recommendations from visitors who had a great time (both online and word of mouth) are essential to IWM success. There should be consistent visit quality for all visitors, whenever they arrive, across 7 days per week, but this should be able to be adapted to the requirements of each individual. The VEA should understand the organisational objectives for visitors and promote other products and services including events and tours, guidebooks, membership, shops and cafes to maximise IWM’s revenue. Working alongside team of volunteers they should ensure that visitors receive an excellent welcome to the site, with clear orientation, assistance in getting the best out of every visit and a thank-you for their visit on departure.
Key Duties
- You will focus at all times on delivering excellent customer service, ensure value for money at all times while being professional, courteous and demonstrating the behaviours and attributes expected of all IWM employees.
- You will be expected to work across departments effectively, working with individuals, partners and where appropriate volunteers.
- You will be expected to comply with corporate standards, and use corporate systems, processes and procedures – and undertake any necessary training as directed.
- To identify and implement learning and development needs for both yourself.
For a full job specification which will include further details of key duties and which your application will be marked against, please see attached person specification.
The closing date for applications is 9am, Tuesday 2nd August 2022. Interviews will be held on Monday 8th August 2022.
August 2nd 2022, 9:00 AM
The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.
- Our generous full-time equivalent annual leave allowance is 25 days per annum plus public holidays rising to 30 days after 5 years.
- Access to our Company Group Pension Plan with competitive Employer Contributions.
- Access to select a range of benefits to suit your personal circumstances and lifestyle via our benefits platform, IWM4me. IWM4me offers IWM staff a wide range of health, protection, and lifestyle benefits, many at corporate rates not available on the high street.
- Free sanitary products provided at all sites.
- 20% discount in all IWM’s on-site shops.
- A 25% discount in IWM’s cafes.
- Free entry to all IWM Air shows at IWM Duxford.
- Free entry to a large number of other museums & galleries and their exhibitions which we have reciprocal arrangements with.
- Enhanced maternity and paternity benefits dependent on length of service.
- Access to our in-house training programmes and development
- Access to an interest free season ticket loan scheme after three months service.
- Access to a Cycle 2 Work Scheme
- Access to our Employee Assistance Programme, and Career Development Advice.
- IWM staff also have access to The Charity for Civil Servants services and support.
- IWM staff are entitled to membership of the Benenden Healthcare Society (subject to their terms & conditions.
- Eligibility to join the Civil Service Sports Club, securing additional discounts and benefits.
- Access to social events run by groups with IWM.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:
A basic check, which shows unspent convictions and conditional cautions.
IWM is committed to a policy of Equal Opportunities.
We miss out when people feel IWM isn't for them, and are committed to removing and reducing barriers to make IWM open to everyone.
Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our visitors to the facilities we make available to public.
At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds.
This opportunity is closed to applications.