Closing Date for Applications: 9am Tuesday 18 February 2025
Role Title: Front of House & Retail Team Leader
Reports to: Head of Retail & Visitor Operations
Hours: 14 hours per week, working days to be confirmed at interview. Will include regular weekends
Salary: £24,046pa pro-rata
Function:
To assist in maximising the museum’s income from shop and ticket sales whilst maintaining customer service excellence in all aspects of museum operations. To line manage the FOH & Retail Assistant team and develop their performance and skills in customer care and sales.
To put our audiences at the heart of everything we do.
Duties:
* Facilitate all ticket sales - know and understand product ranges – admission and retail. Offer the best product for the visitor’s needs (e.g. identifying opportunities for pass plus / pass vs. single site tickets)
* Facilitate capture of appropriate quality measures – e.g. email address, accurate data capture
* Supply accurate visitor information and orientation
* Operate a till and electronic point of sales and carry out all relevant financial accounting operations
* Be familiar with the history of the sites
* Ensure the highest level of customer service is given to all visitors and customers to the museum sites – through excellent welcome and exit experience
* Maintain cleanliness and tidiness within the Front of House, shop and entrance area at all times
* Ensure all daily checks are carried out
* Assist with rep liaison and suppliers and preparation of orders for new stock and stock replenishment
* Encourage visitors to purchase retail goods
* Ensure the shop is attractively presented at all times
* Undertake all required stock takes and stock checks
* Unload stock and display items in the shop and stock room, which may include lifting and bending
* Produce monthly staff rotas
* Answer the telephone and take messages where appropriate
* Assist with the training of the seasonal FOH & Retail Assistants
* Assist with the monitoring and development of the FOH & Retail Assistants performance
* Comply with the museum’s Health and Safety Policy and raise any issues relating to the health and safety of either employees or visitors
* Carry out required duties as part of the site fire plan and assist in training new members of staff
* Wear a uniform and name badge in line with the museum’s Dress Code policy
* Work across multiple sites with flexible working patterns and hours based on the needs of the business
* Any other duties commensurate with the post as requested.
Staff Reporting Directly: FOH & Retail Assistants
PERSON SPECIFICATION
Essential
* Experience of working in a customer service environment
* Enjoys meeting a wide range of people
* Committed to delivering excellent customer service
* Excellent communication skills
* Ability to work as part of a team
* Ability to deal with financial transactions and handle money responsibly
* Systems and computer experience
* Flexible working as will include weekend working
* Full driving licence and access to own vehicle.
Desirable
* Previous experience in ticket and shop sales.
Staff benefits include:
* Paid annual leave up to 33 days (includes public holidays), pro-rata for part-time staff
* Auto enrolment to the Nest Pension Scheme for eligible staff
* Optional health cash plan through Paycare
* Free on-site parking.
Participation in a Staff Membership Scheme which includes:
* Free unlimited daytime standard entry to all museums for staff member plus one accompanying adult and up to four children
* 20% discount on catering spend, including the Furnace Kitchen
* 20% discount on retail spend
* 20% discount on retail spend in Victorian exhibits at Blists Hill
* 4 free standard day-time admission passes for use by friends and family accompanying staff member
* Discount on special event tickets.
About the Ironbridge Gorge Museum Trust
The Ironbridge Gorge Museum Trust is an industrial heritage organisation which runs ten museums and manages multiple historic sites within the Ironbridge Gorge World Heritage Site in Shropshire, England, widely considered as the birthplace of the Industrial Revolution.
The Trust operates various food outlets including the recently opened flagship restaurant The Furnace Kitchen. As well as visitor catering outlets the Museum also offers various Conference & Banqueting and Wedding and Event locations across our sites.
Our commitment to diversity and equality is a long-standing one. We believe arts organisations, museums, and libraries should ensure that their work draws on and reflects the full range of backgrounds and perspectives to be found in our society.
Disabled, D/deaf and/or neurodivergent people, those from Black, Asian and Ethnically Diverse backgrounds are under-represented in our workforce so we particularly encourage applications from people in these groups.
Job Types: Part-time, Permanent
Pay: £24,046.00 per year
Expected hours: 14 per week
Benefits:
* Company pension
* Discounted or free food
* Employee discount
* Free parking
* On-site parking
* Store discount
Schedule:
* Monday to Friday
* Weekend availability
Work Location: In person
Application deadline: 18/02/2025
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