Our Visitor Services Supervisors ensure the smooth running of the day to day, on site visitor experience at Bath Abbey by supervising and supporting a team of volunteers to deliver a 5-star service.
Job Title: Visitor Services Supervisor
Reports to: Visitor Services Manager
Responsible for: Day to day supervision of volunteers
Salary: £10.31 an hour
Contract: Zero hours
Background: The Abbey is going through a significant period of development. We are bringing our visitor facilities fully up to date, developing a new visitor experience and enhancing our education offer by developing formal and informal learning. Our facilities and activities will also be more accessible to residents from other areas and demographics in the city, those wishing to volunteer with us and / or those wishing to be part of the Abbey community. We’re looking for someone with vision and imagination to be part of our team, someone able to give attention to detail in order to ensure a high-quality visitor experience and someone able to draw on past experience, best practice and innovation to help us deliver on our aspirations and vision.
To provide a consistently warm, professional and efficient welcome at the Abbey’s entrance and ensure the volunteer team does the same.
To receive donations from visitors and sell tour tickets and gift shop stock using the till system (currently MERAC).
Ensure Visitor Services Volunteers provide an excellent service as stewards and step in to this role as required.
To regularly report to the Visitor Services Manager and Deputy Visitor Services Manager on the quality of the visitor experience and make suggestions for improvements.
Ensure the welcome area, Abbey floor and exterior of the Abbey are welcoming, clean and tidy at all times and that any leaflets, posters and other literature is relevant, well stocked and in date.
To conduct daily briefings for the Visitor Services Volunteers ensuring they have a strong knowledge of the visitor offer for that day and are able to communicate this to our visitors.
Act as a role model for all Visitor Services Volunteers to ensure consistently high levels of customer service are delivered.
Respond to visitor feedback in a professional and timely manner, escalating as necessary.
To support the Operations Team in ensuring the safety and security of the Abbey and its visitors by acting as the eyes and ears on the ground and reporting any concerns to the Operations Team immediately.
On the day, ensure appropriate levels of volunteer support for the Visitor Services Team by arranging cover if a volunteer is unable to come in for their shift.
You may sometimes be required to step into a volunteer role for some or all of your shift to ensure all essential positions are covered.
You may sometimes be required to cover breaks for Visitor Services Volunteers and, on occasion, the Operations Team.
Ensure the smooth entry of groups to the Abbey.
To communicate and work with other departments to ensure visitor facing events run smoothly.
To support the training of Visitor Services Volunteers.
To act as first line support for Visitor Services Volunteers.
Ensure cashing up procedures are followed at the end of each shift.
Attend relevant training and meetings as directed by the Visitor Services Manager.
From time to time you may be asked to complete additional tasks in line with your level of responsibility and pay by the Visitor Services Manager, Deputy Visitor Services Manager or Operations Team.
To adhere to all Bath Abbey policies and procedures.
Minimum of 1-year experience working in a busy customer orientated environment, facilitating excellent customer service
A proven ability to handle demanding and difficult situations with the public, in a calm and confident manner
A flexible, visitor focused approach
Clear and effective communication skills
Attention to detail
Ability to multi task and prioritise without compromising on quality
Able to work on own initiative without immediate assistance from manager
Able to work as part of a team
Experience of working with volunteers
A working knowledge of front of house ticketing systems
Experience working in a public facing role at a visitor attraction
Experience of training either volunteers or paid staff
The candidate will be required to submit to an enhanced DBS clearance check
To submit an application please send a full CV and covering letter of no more than one A4 page which explains why you are a suitable candidate. Please include the details of two references. References will only be taken up once an offer has been made.
Please send your CV and letter to Sarah Fielding, Visitor Services Manager at email@example.com.
Deadline for applications: Friday 14 February 2020, 5pm
Interviews will take place: Wednesday 19 and Thursday 20 February 2020