South Western Federation of Museums and Art Galleries

Deputy Visitor Services Manager - Bath Abbey

The Deputy Visitor Services Manager is responsible for managing day to day visitor operations at Bath Abbey by leading a team of volunteers and paid staff to deliver a 5-star visitor experience.

Job Description The scope of the job is:
  • To ensure staff and volunteers provide a consistently excellent welcome at the front desk and excellent service as stewards and guides.
  • To continually develop the visitor experience by drawing on best practice and innovation at other similar visitor attractions.
  • To regularly evaluate and report on the quality of the visitor experience.

Key Responsibilities:

  • Ensure all visitors receive a warm welcome to Bath Abbey.
  • Respond to visitor feedback in a professional and timely manner.
  • Ensure all Visitor Services staff and volunteers have a strong knowledge of the visitor offer and are able to communicate this to our visitors.
  • Ensure the Bath Abbey floor and all public areas are presented and maintained to a consistently high standard, ensuring they are clean, uncluttered, safe and attractively presented at all times.
  • Line manage Visitor Services staff and volunteers.
  • Ensure Visitor Services staff are appropriately recruited, inducted, trained and developed.
  • To work closely with the Volunteer Officer to recruit, induct, support, motivate, inspire and train volunteers.
  • Set and review standards for visitor services staff and volunteers and coach the team accordingly.
  • Act as a role model to ensure consistently high levels of customer service are delivered.
  • Ensure appropriate levels of staffing and volunteer support for the Visitor Services Team.
  • Lead daily briefings for visitor services staff and volunteers.
  • Lead in the management and development of the till system for the Visitor Welcome Team.
  • Ensure the safe management of cash handling for the Visitor Services Team.
  • To promote, manage and develop enquiries for group tours and manage the bookings.
  • To work with other departments to ensure events are appropriately stewarded when necessary. This will include the Shoppers’ carol services during the Christmas market.
  • Support the Visitor Services Manager in the production of visitor reports.
  • Support the Visitor Services Manager in the delivery of the Visitor Services Team budget with particular responsibility for growing visitor income through donations and gift aid.
  • Deputise for the Visitor Services Manager and Tower Tours Manager as required.

Person Specification Essential:

  • Minimum of 1-year experience working in a busy customer orientated environment, facilitating excellent customer service
  • Minimum of 1-year line management experience
  • A proven ability to deal with visitor complaints, handle demanding and difficult situations with the public, in a calm and confident manner
  • A flexible, visitor focused approach
  • Knowledge of different access requirements and how to assist visitors
  • Clear and effective written and verbal communication skills
  • Attention to detail and the ability to multi task in a pressured environment without compromising on quality
  • A working knowledge of Microsoft Office software including Outlook, Word and Excel
  • Able to work with own initiative without immediate assistance from manager
  • Able to work as part of a team
  • Previous cash handling/till reconciliation experience
  • Experience of managing volunteers Desirable:
  • A working knowledge of front of house ticketing systems
  • Experience working in a public facing role at a visitor attraction
  • Experience of Better Impact Volunteer Management Software Special Requirements
  • Regular weekend work will be required
  • The candidate will be required to submit to an enhanced DBS clearance check

To submit your application please send a full CV and covering letter which explains why you are a suitable candidate and include the details of two references. References will only be taken up once an offer has been made. Please send your CV and covering letter to: Sarah Preece Visitor Services Manager Bath Abbey Office 11a York Street Bath BA1 1NG Telephone: 01225 303315 Email: Deadline for applications: Sunday 1 September 2019, 5pm Interviews will take place: Week commencing 30 September 2019

Organisation name: Bath Abbey

Contact name: Sarah Preece

Contact email:

Contact phone number: 01225303310

Contact website:

Type: Full-time (permanent)

Salary: £20k-£23k depending on experience

Location: Bath

Deadline for completed applications: Sunday 01 September 2019

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