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The Auchindrain Trust

Visitor Services Worker

Application Deadline: Monday 19th March 2018
Visitor Services Worker

Job Description

Job Title: Visitor Services Worker

Wages: Scottish Living Wage, currently £8.45

Responsible to: Visitor Services Supervisor

Responsible for: Casual assistants during peak season

Hours of Work:
You will be expected to work a minimum of two and a half days a week, equivalent to 18.5 hours, normally all day Sunday and Monday and part or all of one other agreed weekday. You will be expected to be flexible about your working hours and days, in particular to provide cover for the operational role of the Visitor Services Supervisor when they are on holiday, off sick or otherwise occupied. This post is not appropriate if you are limited to working no more than 16 hours a week.

Job Purpose:
As first point of contact in our visitor centre, you will be required to provide a warm welcome and excellent customer service to all of our visitors. This will include providing information about this unique historical site, selling tickets, providing hot drinks and snacks, and handling shop sales.

This task-list sets out the principal elements of the work to be covered by the post.

Working closely with the Visitor Services Supervisor:
a) to operate the Visitor Centre including reception functions, admissions, retail and coffee shop sales;
b) to maintain high standards of customer service at all times, including a well-presented, clean, professional and welcoming reception area
c) to be confident and accurate when operating the computerised till, handling cash and credit cards, and on reconciling the takings each night accurately and according to procedures;
d) to assist with gathering, measuring and understanding customer feedback to benefit retail sales and improve customer service;
e) to serve hot drinks and snacks to customers, efficiently and to a high standard;
f) to keep a clean kitchen and catering area, working strictly to hygiene rules and procedures;
g) to ensure snacks and other retail offers are kept well stocked at all times;
h) to maintain sufficient stocks of catering goods as required.
i) to ensure the electronic tablet guides are clean, charged, safely returned and in working order;
j) to be aware of visitors with access issues, and assist or advise them accordingly.
k) to assist the Visitor Services Supervisor with catering and retail stocktakes when required;
l) to ensure the Visitor Centre and visitor lavatories are inspected regularly, and cleaned and restocked as necessary;
m) to undertake relevant administration work as directed;
n) to promote the Trust’s activities to visitors, including membership;
o) to be familiar with activities and programmes taking place in all areas of the Trust’s work;
p) to assist with the handling of school and group visits;
q) to develop an understanding of the history and significance of Auchindrain, in order to inform visitors and to further develop personal engagement with the site;
r) within the context of the whole staff team, to ensure the safety and security of the Visitor Centre first, and the rest of the site in general.
s) to undertake as directed such other duties as may from time to time be necessary.

Person Specification
In order to apply, you must have:
• a full driving licence, and your own vehicle ;
• good reading and writing skills in English, and competence with numbers;
• confidence in using computers;
• previous experience in a customer care role, preferably with some retail knowledge;
You will:
• be capable and actively willing to take on responsibility for helping to ensure that Auchindrain provides a high standard of customer service;
• be able to acquire, analyse, develop and retain information;
• be able and willing to take a flexible approach to work and responsibilities: this is especially necessary on a varied and multi-disciplined site;
• be able to maintain a high standard of personal presentation in accordance with the Trust’s dress and uniform codes;
• have excellent communication skills in a customer-focussed working environment;
• be motivated to develop within the scope of this position, taking the opportunities that arise;
• have a can-do approach to working in the Visitor Centre, and assisting where necessary with other work around the site;
• be confident when dealing with people, able to converse with senior managers, visitors, volunteers, those with disadvantages, or the visiting representatives of public bodies and funders;
• be a proven self-starter able to work without close supervision, but equally be a strong team player;
• be able to plan the effective use of time and resources, and to both accept and take responsibility;
• be willing to undertake training and development.
The Trust is a strongly-committed Equal Opportunities employer. Regrettably, however, the nature of the museum as a historic site makes this post unsuitable for people with some disabilities.

How to Apply
Application is by letter, supported by your CV, sent by email to the museum’s Head of Visitor Services at, by Monday 19th March.

In the letter you should:
• tell us about yourself, building on your CV, particularly any interests you have that might relate to this post and the Trust’s responsibilities in taking care of this heritage site;
• explain in as much detail as you can why you feel you meet the Person Specification;
• tell us what experience you have that relate to the tasks as set out;
• make the case as to why we should offer the job to you rather than someone else.

The letter is an important part of the application process.

You should provide names and contact details for two referees who will be able to talk from knowledge about your capacity, abilities and achievements. We will contact these people by telephone if you are offered an interview.

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