Job details
Posted 03 March 2025 Salary UofG Grade 4, £23,581 - £26,038 per annum. Location: Glasgow Job Type: Operational Reference: 168094 Expiry: 17 March 2025
Job Description
Job Purpose
The Visitor Experience Team Leader will lead and coordinate the day-to-day visitor operations within Hunterian venues to ensure an engaging, secure environment that provides an excellent visitor experience. They will manage and motivate a team of up to 30 Visitor Experience Assistants to meet public expectations and standards in a major visitor attraction, achieving the strategic themes and purpose of The Hunterian through a proactive and consistent attitude to the visitor experience. Primary objectives will be championing enhanced visitor engagement and ensuring that visitors have an enjoyable, safe, and inspiring experience while securing the Collections.
Main Duties And Responsibilities
* Assist the Visitor Experience Manager in planning and organizing work and maintaining reasonable staffing levels to deliver the required service, including updating work schedules, reporting attendance, and communicating targets.
* Build positive relationships with visitors and proactively manage the visitor experience. Collaborate with colleagues in other departments within the University to offer a 4* visitor experience.
* Assist in carrying out all safety procedures as needed and in accordance with established University legal obligations and practices. Lead on emergency evacuation procedures for the safety of all visitors, staff, and students. Maintain up-to-date First Aid certification to meet statutory requirements.
* Oversee the induction of new staff members in line with Hunterian Visitor Experience induction and probation processes, with regular monitoring and evaluation to support the Visitor Experience Manager.
* Support the Visitor Experience Manager in maximizing the Visitor Experience Assistants' contributions and furthering their personal development.
* Manage informal stages of the competency policy where performance issues have been identified, providing regular feedback on performance and addressing concerns promptly to support the Visitor Experience Manager in identifying necessary improvement plans.
* Monitor and manage staff attendance and the informal stages of the attendance improvement process, escalating to the Visitor Experience Manager for formal action as required.
Knowledge/Qualifications
Knowledge, Qualifications, Skills and Experience
Essential
A1 Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role or Scottish Credit and Qualification Framework level 5 or 6 (national 5 or 6, Scottish Vocational Qualification Level 2 or 3) or equivalent, and experience of personal development in a similar role.
A2 Good working knowledge of work schedules, specifications, and safe working practices within a museum-focused environment.
A3 Knowledge of Health and Safety regulations relative to Risk Assessments.
A4 ILM in Team Leading or demonstrable experience in a similar role.
A5 First Aid Certificate.
Skills
Essential:
C1 Ability to plan and schedule the workday, weeks, and months ahead, responding to changing environments or customer needs.
C2 Ability to communicate clearly, clarifying requirements and responding to customers, staff members, and contractors i.e. verbally, email, and telephone.
C3 Excellent listening skills with the ability to relay information from management to your team accurately to ensure the correct message is received.
C4 Good people management skills, i.e. the ability to manage, motivate, and lead a team; ability to delegate duties in line with demands arising.
C5 Effective planning, organizing, and prioritizing i.e. work schedules, departmental training, rotas, events, O/T, workloads.
C6 Excellent timekeeping and ability to adhere to operational timescales.
C7 Excellent Customer Care Skills with a commitment to providing a quality service.
C8 IT Skills including Microsoft Office packages (Word, Excel, Outlook).
C9 Initiative and judgment to independently solve routine problems that may occur in the course of duties with limited recourse to senior colleagues, i.e. customer complaints, competency issues, while identifying when to escalate as required.
C10 Ability to deal professionally with challenging situations including difficult conversations to achieve satisfactory resolution.
C11 Ability to work as part of a team.
C12 A willingness to further develop knowledge and skills and undertake training for continuous professional development.
C13 Demonstrate a flexible approach to the role.
Experience
Essential:
E1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role with qualifications above or necessary experience of personal development in a similar role.
E2 Experience in monitoring quality and operational standards.
E3 Experience of leading teams.
Desirable
F1 Previous experience as Museum Team Leader in a large complex organization.
Terms and Conditions
Salary will be Grade 4, £23,581 - £26,038 per annum.
This post is full time (35 hours p/w) and fixed term to cover secondment leave to 6 March 2026.
Please Note: If you are a current employee of the University of Glasgow, please be advised that the University would consider an internal secondment opportunity for this post. University of Glasgow applicants should seek clearance for release for internal secondment from their line manager before making a formal application.
Closing date: 17 March 2025 @ 23.15 #J-18808-Ljbffr