Job Description

Job Title: Welcome Team Assistant
Reporting to:York Castle Museum and York St. Mary’s Manager OR York Art Gallery and Yorkshire Museum Manager (depending on contract)
Grade: YMT Scale 1-2, SCP 10-13, £16,302 -£17,153 per annum pro rata
Contract: Several contracts available – see job advertisement
Main Purpose of the Job
To provide a safe, welcoming, friendly and informative environment for the visitor to ensure that their experience of the exhibitions, events and facilities run by York Museums Trust is positive, rewarding and memorable.
To undertake and help with the security of the buildings, grounds, collections, staff and equipment.
To work in all aspects of the operations- admission, retail and guiding, leading general/bespoke tours of the collection or exhibitions and engaging with our online visitors via social media platforms like Twitter, Flickr, blogging and Facebook.

Core Responsibilities

Guiding
Engage, welcome, inform and orientate the visitor.
Demonstrate understanding of and sensitivity to meeting the special needs of disabled visitors.
Provide a telephone reception service as necessary; answering the telephone, taking messages and assisting with group bookings.
Sensitivity to visitors with diverse cultural backgrounds.
Retail & Admissions
Inform visitors about the benefits of YMT membership and convert this into sales on admissions.
Maximise sales opportunities. Promote joint tickets and guide books.
Process group bookings through the till.
Deliver exceptional retail customer service at all times, greeting customers politely, recommending suitable products and achieving add-on sales through engaging conversations.
Keep the shop areas well stocked and beautifully merchandised.
Operation of cash registers and other retail equipment relevant to the job.
Ensure audited control of cash income.
Maximise sales opportunities.
Promote Gift Aid
Act confidently but tactfully, with a broad range of people, including dealing with difficult situations.
Information
Maintain an up to date knowledge of visitor events and facilities, and
maintain a general knowledge of the city and its attractions.
Work with curatorial and other staff to develop an up to date knowledge of the collections on display and exhibitions to meet the needs of the visitors.
Contribute to the learning opportunities provided by the Museum Trust.
Teamwork and Supervision
Daily briefings and meetings attended relevant to post.
Assist in training new support staff through shadowing in gallery spaces, admissions and retail.
Monitor stock levels of marketing, education and other public information displayed.
Security
Ensure appropriate security of the buildings, grounds, collections, staff and equipment.
Understand the security issues for buildings and collections and act appropriately.
Be vigilant to the activities of those using the buildings and services.
Liaise with cleaning staff during their operations.
Accept and sign for deliveries, report stock levels and maintenance defects in the building to team leaders.
Safety
Maintain a thorough knowledge of emergency procedures, and their implementation.
Assist with the evacuation of the site in the event of an emergency.
Help to maintain the galleries in a good, clean and safe condition.
Collection care
On occasion assist with the cleaning, handling, transportation and maintenance of collections, displays, exhibitions and equipment, reporting any defects.
Assist with the presentation of objects and exhibitions.
Training
Undertake any necessary training to deliver a sensitive and professional visitor focused service.
Have knowledge of how and where to obtain first aid treatment.
Other
A uniform is provided and must be worn whilst on duty, except where protective clothing is needed. (Personal protective equipment will be supplied).
It will be required to work regular weekends and public holidays as well as some evenings.
Undertake such other duties of a similar nature which fall within the job purpose outlined above and which are consistent with the grading of the post.
Work at any of the other Trust sites as required.
Demonstrate commitment to equality and diversity and an understanding of how this commitment applies to this role.
Key Relationships
York Castle Museum and York St.Mary’s Manager
York Art Gallery and Yorkshire Museum Manager
Keyholders/ Enhanced Guides
Curatorial Team
Learning Team
Volunteers Team
Venues Team
Technicians
Contractors
Skills and Experience
YMT has a strategic commitment to increasing its digital skill base. The post holder should be able to demonstrate competence in one or more of the following areas:
Digital recording – e.g. photography, sound, video
Social networking – e.g. twitter, facebook, flickr
Contributing to online communities – e.g. reddit, linkedin
Blogging or other online publishing – e.g. wordpress, tumblr
Essential
  • Cash handling and numerical skills
  • Experience of using retail and/or admissions equipment, e.g. tills
  • Experience of working in Customer Service and with members of the public
  • Ability to communicate with a diverse range of people in a friendly, effective and helpful manner, and the ability to consider the needs of disabled and overseas visitors
  • An understanding of security considerations for buildings open to the public
  • Appropriate and presentable appearance
  • Flexible approach to work (including bank holidays and weekends)
  • Willing to continually learn and update knowledge of collections, the history of the museum and the building.
Desirable
  • Health and safety awareness
  • Willing to continually learn and update knowledge
  • Experience in delivering first aid and ensuring public safety.

Job Title Welcome Team Assistant

Terms and conditions of service

Reporting line

This post reports to York Castle Museum and York St. Mary’s Manager OR York Art Gallery and Yorkshire Museum Manager (depending on contract)

Salary

The salary for the post isYMT Scale 1-2, SCP 10-13, £16,302 - £17,153 per annum pro rata

Probationary period

Appointments are subject to the successful completion of a six-monthprobationary period.

Health

Prospective employees must be cleared by the Occupational Health Service as medically fit for employment by the Trust, and are advised not to give notice to terminate their present employment until clearance has been received.

Annual leave

The annual leave entitlement is 25days per annum pro rata, increasing by five days after five years continuous service with the Trust, plus public holidays.

Pension

The Trust belongs to the Local Government Pension Scheme and all new employees are enrolled. It is possible to opt out of the pension using forms available at

Hours of work

The hours of work are varied depending on contract.

Period of notice

The period of written notice required for you to terminate this post is 1 month. The Trust will give you 1 month’s notice.

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