Visitor Engagement Assistant - National Gallery

We now have a vacancy for Visitor Engagement Assistant, based at National Gallery - Trafalgar Square.

33.5 hours per week working across Mon-Sun

Pay rate: £11.81ph paid every 10th of each month

Reporting to Duty Manager

To work at various cultural sites in London – although primarily at the National Gallery. The Visitor Engagement team forms a key part of the front-of-house services and are expected to work very closely with colleagues in other departments including Commercial, Education and Security.

Primary duties will include Information Desks, Ticket Desks, ambassadors, and Cash Handling. Our Visitor Engagement Assistants must provide a proactive and warm welcome for all visitors within the Gallery.

You will also be required to support on ad hoc client requests for Visitor Engagement duties which can include but is not limited to: cloakroom, queue support, wayfinding, ticket scanning, exhibition/event welcoming and support.

We want to create the world’s most inspiring, engaging and inclusive visitor experience for our clients, and it is vital that all of our staff are able to support this vision. All our staff are required to deliver the highest levels of visitor service which consistently demonstrates Securitas’ core values of Integrity, Vigilance and Helpfulness.

Visitor engagement -

• Every member of staff is an ambassador for both Securitas and its client and should be able to actively demonstrate this no matter what task they are undertaking.
• Ensuring you are open and welcoming to every visitor coming to the Gallery, from the point of entry and throughout their journey.
• Provide a consistently excellent and engaging experience, ensuring visitors always have a safe and enjoyable visit and demonstrating an empathetic understanding of visitor’s needs.
• To proactively engage and assist visitors in how best to maximise their enjoyment of the collection by responding to a wide range of enquiries about the art, membership, building, events, activities and exhibitions.
• To respond to face-to-face visitor feedback, taking prompt and appropriate action to
• resolve any issues. To be able to deescalate complaints.
• Ensure all visitor queries are responded to with an ‘above and beyond’ approach to ensure a successful and positive visit.
• Proactively engage with visitors as an Ambassador of the Gallery – be committed to having and maintaining a good knowledge of the permanent collection, temporary exhibitions/displays and events; ensure all visitor queries are responded to with an ‘above and beyond’ approach to ensure a successful and positive visit.

Membership, Events and Income Generation -

• Engage with visitors on the benefits of the Gallery Membership scheme.
• Sales, including up-selling.
• Cash handling, including data-entry cashing-up and till reconciliation.
• Sell tickets and memberships and to be able to positively promote donations and Gift Aid
• To collate visitor feedback via notetaking where required.

Visitor and Staff Communications

• Always ensure verbal and written communication with visitors, colleagues and stakeholders is polite and professional.
• Answer telephone calls and emails professionally and in a good standard of written English language and grammar
• To collate visitor feedback via notetaking where required.
• To proactively share information and knowledge with other front-of-house team members.

Additionally -

• Display the highest standard of personal presentation and smartness of uniform to maintain the image of Securitas and the customer.
• Ensure health and safety procedures are followed at all times. Record and report all faults, health and safety hazards and unsafe working practices to a manager.

• Ensuring evacuation process and daily opening/closing procedures are adhered to.
• Undertake any other duties as requested by the Management Team, and any other reasonable activity deemed necessary to maintain the level of service both Securitas and its clients would expect.

Info

• Must be available to work Mon-Sun, including during public late opening hours (currently Fridays until 21:00) • Must have a good standard of written English language and grammar. • Must have the right to work in the UK. • Must be over 18. • Have a five-year checkable employment history or be able to produce documentary evidence of any period of unemployment, self-employment or full and part-time education during that period. • No current criminal convictions.

Essential Skills

• The ability to embody and uphold the Securitas core values of Integrity, Vigilance and Helpfulness.
• Excellent communication skills and a strong customer focus.
• Be able to work independently as well as part of a team.
• Be punctual and reliable.
• Be sensitive towards and show an understanding of the requirements of people with disabilities or special needs.

Desired Skills

• Prior experience in a customer-facing role
• Prior experience with cash-handing and/or Tessitura (or another ticketing system)
• Prior experience working in a Gallery or Museum or the culture sector

About Company

If you want to know more about Securitas, simply visit: www.securitas.com

Essential Requirements

• The ability to embody and uphold the Securitas core values of Integrity, Vigilance and Helpfulness.
• Excellent communication skills and a strong customer focus.
• Be able to work independently as well as part of a team.
• Be punctual and reliable.
• Be sensitive towards and show an understanding of the requirements of people with disabilities or special needs.