| 3 |
Assistant Curator |
4-MAR
|
| British Film Institute |
| Berkhamsted, England |
£34,602 - £40,545 p.a. |
| 4 |
Curator |
4-MAR
|
| British Film Institute |
| Berkhamsted, England |
£42,480 - £49,965 p.a. |
|
|
| |
| Advert Date: |
|
Thursday, 27th February 2025 |
|
|
| Printer Version |
|
 |
|
|
| Job Title: |
|
Visitor Experience Manager (FTC up to one year) |
| Organisation: |
|
Museum of the Home |
 |
| Salary: |
|
£39,000 p.a. |
| Type: |
|
Full-Time Position
Contract: FTC up to one year |
| Location: |
|
London, England |
| Closing Date: |
|
Sunday, 16th March 2025 |
| Job Ref No: |
|
|
|
| | | | | Other Benefits: | | We aim to provide a stimulating working environment for everyone in the team. You’ll be working alongside great colleagues and in a beautiful Grade I listed building.
You are also entitled to other employment benefits when you join us:
25 days paid holiday per year (increasing by one day per year, up to 30 days), plus bank holidays (FTE)
Membership to one of two pension schemes
Staff discount in our shop and on-site café
Free access to many exhibitions, museums and art galleries in London
Enhanced sick pay and family leave
Cycle to work scheme
Season Ticket Loan
A confidential Employee Assistance Programme
Free tea and coffee
We also have various groups for staff to join:
Wellbeing forum
Climate Action Group
Equity Action Group | | | | |
|
| |
| |
| Job Description |
| |
Job title: Visitor Experience Manager (FTC up to one year)
Department: Visitor Experience
Salary: £39,000
Reporting line: Deputy Director/Chief Operating Officer
Reports: Assistant Visitor Experience Managers, Visitor Experience Team Leader, Bookings & Systems Officer, Tour Volunteers
Works closely with: Retail Manager, Operations Manager, Volunteer Manager, Communications team
Role type: Full-time, i.e. 35 hours pw
Job purpose
To put conversation, storytelling and personal interactions at the centre of the visitor experience so that everyone leaves feeling they understand what makes the subject of Home so special.
To develop and implement the Museum’s visitor experience strategy, leading the Visitor Experience (VE) team and volunteers to ensure that visitors, audiences, customers and hirers to the Museum receive consistently high standards of visitor care and engagement.
To increase revenue and donations through ticket sales and promoting events and donations throughout the Museum.
Our values, and how they are represented in this role, you must be:
Bold - brave in trying new things, taking action and fighting for change on issues affecting the ways we live.
Kind – friendly, generous and considerate in all your actions
Eco-active – embed climate action in all decision-making and encourage visitors to make eco-minded choices at home.
Equitable – act transparently, ethically and inclusively - and allocate resources, time and care equitably
Main responsibilities
Leadership and management
• Provide the effective leadership and motivation of the VE team to ensure maximum performance, including recruitment, induction, performance, training and personal development. Advocate for visitors and the Visitor Experience Team at every level.
• Work collaboratively with colleagues to plan and implement initiatives to develop visitor experience for all visitors including priority audience groups such as families, young people, and international/national audiences.
• Lead the VE team to deliver their day-to-day operations, including building presentation standards, visitor flow, visitor assistance, identifying visitor needs, welcome, wayfinding, access and health and safety, and improve the visitor experience by identifying where improvements can be made
• Introduce and manage appropriate accreditation for the VE area.
• Overview of audience ticketing and enquiries including schools bookings.
• Manage the contracted hours, overtime and the allocation of casual hours within delegated budgets. Ensure that staff are appropriately scheduled, and that holiday and sickness data is up to date and that HR processes are followed.
• Work with colleagues to ensure that the building is secured and alarmed at the end of the day.
Visitor care
• Help to set the strategic direction of visitor experience across the Museum to deliver a consistently warm welcome and exceptional visitor experience to a wide range of audiences
• Work with Communication team to evaluate and improve visitor resources.
• Ensure that accurate records of all feedback and correspondence are kept and analysed to determine the quality of our customer care. Ensure that weekly and monthly reports on visitor numbers are produced which analyse trends.
• Be accountable for delivery of KPIs including visitor satisfaction, helpfulness and customer service, staff satisfaction; and income generation through donations and ticket sales etc.
Health and safety
• Take day-to-day responsibility for ensuring the actions of you and your team are safe, secure and compliant with all relevant legislation and Museum policies to minimise risk to the public, staff, volunteers and contractors, working with Operations Manager and wider team.
• Lead on the Museum’s response to terrorism legislation.
Financial
• Assess the resources required to deliver the Museum’s aims and participate in the financial planning process for core staffing as well as out of hours staffing support for events and commercial activity
• Be responsible for setting, monitoring and achieving targets to maximising income through donations, ticket sales, talks and tours etc.
• Ensure that Finance receive payroll data in time.
Research
• Be the go-to colleague for advice on visitor experience and engagement.
The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.
Working to make Museum of the Home an amazing place to work. |
| |
| Required Skills / Qualifications |
| |
Key performance indicators (KPIs)
• Visitor satisfaction results
• Championing of visitor experience across the Museum
• Achievement of income targets
• Meeting schedules and budgets
• Success of individual projects within overall planned visitor experience strategy
• Effectiveness of internal relationships
• Effectiveness of management, development and motivation of staff and volunteers
• Accuracy, relevance and timeliness of reports
Skills/Knowledge/Experience/Personal Attributes:
Type of technical, specialised skills or personal attributes that are required to deliver ‘main responsibilities’ above.
Essential:
• Significant experience of leading a highly successful team in a fast-paced customer-facing environment, motivating and developing staff including recruitment, induction, training and performance management
• Track record of devising and implementing inspiring visitor engagement activities, with a proven creative approach to engaging a wide variety of audiences
• Proactive approach to promoting the principles of diversity and inclusion in relation to visitor’s needs
• Sound budget management experience and a commercial approach
• Proven experience of developing, implementing and managing systems, staffing levels, rostering software, POS systems and standards to deliver high levels of customer experience
• Practical working knowledge of Health & Safety legislation and its implementation in a visitor focused environment
• Experience of duty and incident management, leading emergency procedures in a public environment whilst remaining calm and confident under pressure
• Enhanced awareness of safeguarding principles and practice
Desirable:
• Sound working knowledge of volunteering principles and practice
• Recruiting and supervising volunteers
We welcome applications from all sections of the community and are committed to maintaining an inclusive working environment, with a diverse workforce. We value individuality, equality and representation and appoint on merit.
As a Disability Confident Committed employer, our recruitment is inclusive and accessible. If you would like to request an alternative application format on disability grounds, please contact us on jobs@museumofthehome.org.uk
This role may require out of hours work in the event of an emergency to support the emergency plan.
All back of house roles on minimum 4 days per week will work approximately one shift per month in the galleries as part of our Visitor First scheme.
This role will require evening, weekend and bank holiday working. It is expected that weekends will regularly form part of the normal working week.
This role will require a basic DBS clearance. |
| |
| Application Instructions |
| |
The role is advertised on our website https://www.museumofthehome.org.uk/what-we-do/work-with-us/
Details about the role, including job description and application form, can be found on the above job page and the portal below:
Visitor Experience Manager: https://hr.moorepay.co.uk/hr/recruitment/role/32a34856f9031365764b7c3c2731183e/45351 |
|
|
|
|
|
|