Details:
Location:
HMS BelfastCategory:
Front of house/visitor servicesSalary:
£28,860 (pro rata)Contract type:
Contract PermanentHours:
Part timeTelephone:
07731708877Retail & Admissions Assistant (HMS Belfast)
Job Summary
The Retail and Admissions department welcomes over 2 million visitors each year. The department has 5 permanent Retail and Admissions operations across the IWM branches. The department is responsible for generating income and profit for IWM; delivering a product range that is unique, relevant and inspiring; providing excellent customer service and visitor welcome and the department acts as an ambassador for the IWM brand and values.
HMS Belfast
HMS Belfast attracts over 300,000 visitors each year. The branch charges an admission entry fee and manages the arrival of pre booked groups. The Retail and Admissions operation comprises a ticket desk and shop.
Admissions: The key roles and functions are focused on welcome and income. This includes providing an excellent visitor welcome; information about the ship; entry ticket sales and guidebook sales.
Retail: The key roles and functions for Retail are focused on product knowledge, sales drive, team
working and customer service. HMS Belfast has one shop, situated in the admissions area.
Key duties
You will be expected to work independently as well as across different teams in order to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.
You will focus at all times on delivering excellent customer service, ensure value for money at all times while being professional, courteous and demonstrating the behaviours and attributes expected of all IWM employees. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.
You will be expected to work across departments effectively, working with individuals, partners and where appropriate volunteers.
To identify and implement learning and development needs for both yourself and your team, including volunteers, if appropriate.
In addition, your duties will include:
▪ To welcome and positively engage with every visitor to the museum, at any and every point of their visit,
consistently delivering the highest standards of customer service at all times.
▪ To develop a strong knowledge of IWM, its collection and the local area in order to provide visitors with
a professional and knowledgeable response to their enquiries and a memorable visit.
▪ To actively sell IWM’s Guidebooks and related offers at the museum’s entrance, outside to the large
visitor queues, from our admissions desk and as an add on sale in our shops.
▪ To use an extensive knowledge of all of the museum’s tickets and offers to provide the most suitable
options for our visitors.
▪ To accurately record visitor numbers and profiles through the admissions tills, using correct payment
methods paying careful attention to detail.
▪ To maximise revenue at admissions, promoting gift aid, donations and membership.
▪ To exceed all retail sales targets in the shop through proactive, positive interactions with our customers,
excellent product knowledge and suggestions and the up selling of linked items.
▪ To work towards and take responsibility for achieving branch key performance indicator targets, including
average transaction value and spend per visitor.
▪ To fully answer customer enquiries and deal with complaints in a calm, professional manner, calling on
the support of the management team when appropriate.
▪ To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to
audit and security requirements.
▪ To help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of
sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered
according to retail guidelines
▪ To ensure that stock is correctly priced and coded and that when scanned at point of sale prices are
correct and entered correctly on our EPOS till system.
▪ To assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant
paperwork is completed accurately and without delay.
▪ To ensure all Retail and Admissions spaces are kept clean, well-stocked, well presented and
merchandised to the highest standards at all times providing visitors with a perfect shopping environment
and atmosphere.
▪ To inform the Retail and Admissions management team when stock or sundries are running low, and to
bring to their attention any issues that may be prejudicial to the successful and smooth running of the
operation generally.
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▪ To assist the Management Team with the preparation and counting of stock at branch stock takes in
accordance with IWM requirements and procedures.
▪ To take pride in your appearance and personal presentation as a representative of IWM and ensure this
is reflected in your punctuality, attendance and commitment to the role. To act as an ambassador for
IWM, and to behave professionally at all times.
▪ To ensure that you are fully aware of all Retail and Admissions policies and procedures and are also well
informed of any changes to policies and procedures within IWM as a whole.
▪ To be responsible for the health, safety and welfare of staff and customers, ensuring compliance with all
legislation and IWM policy.
▪ To work on a flexible rota pattern which includes regular weekend and bank holiday work, and some
early morning and evening working where required.
▪ To work in the other London branches to provide cover for staff shortages as and when required.
▪ To undertake any other related duties when required by the Retail and Admissions management team.