IMPORTANT:  This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders.  Other applicants need not apply.

 

Job Description

Job Title:                                 Visitor Services Co-ordinator, CAT Visitor CentreSalary:                                     £17,485 per annum   Working Hours:                        40 hours per week over 5 days, including weekends and public holidays on a rota basis.Status:                                     Permanent post subject to successful completion of a six month probationary period 

Job Summary

The Visitor Services Co-ordinator will be responsible for managing the Visitor Centre Reception and its staff along with the efficient management of admissions, customer care and ticketing. The role will also include some marketing responsibilities in liaison with the Visitor Centre Marketing Officer. The role therefore is split between customer care/marketing/administration and Reception duties, although the balance of duties would vary depending on the time of year. The Reception duties would be on a rota basis.
Responsibilities 1.       Admissions, customer care, ticketing, marketing.

• To evaluate quality of visitor experience by verbal or written means, including co-ordinating visitor feedback forms and overseeing entry of form data. To compile and disseminate all feedback data to VCMO, Overview and relevant departments, suggesting priorities and negotiating levels of service where appropriate, for example: targets, opening hours, railway season, staffing levels, enhanced customer care and ticket prices.
• To respond to written queries, feedback and complaints from Visitor Centre customers.

• To be responsible for Gift Aid data entry on to database.
• To be responsible for visitor number entries on to database.

• To conduct market and customer research as required in liaison with the VCMO.
• To print tickets.
• To issue complementary tickets.
• To co-ordinate ticket discounts.
• To adhere to the relevant admissions and staffing budget lines and input in to budget setting with the Budget Head, the VCMO.
• To liaise with and assist the VCMO with the organisation, implementation and supervision of on-site events.
• To liaise with and assist the VCMO with other marketing activities as and when required and when other duties allow.

  2.    Reception

• To have overall responsibility for Reception and Bottom Station.
• To recruit seasonal staff including Reception, Gates and Car Park in line with budget.
• To compile and amend the Reception and associated rotas.

• To take part in Reception duties and/or cover for breaks as required (on average approx. 3 days duties or break cover per week). See separate sheet for details.
• To ensure the Reception staff are fully trained on Reception duties.
• To ensure the Reception staff are regularly briefed on CAT’s activities.
• To ensure the Reception staff receive sufficient guidance and training in customer care.
• To ensure the Gates and Car Park staff are fully trained.

• To ensure the Reception area is kept stocked with all necessary materials.
• To ensure the latest information, Guide Book and fact sheets are on display in the Reception area.
• To promote, along with other Reception staff, Gift Aid and Membership.
• To keep the Reception ‘training and reference manual’ up-to-date.
• To be responsible for till programming and seasonal change-over.
• To be responsible for the printing and placing of directional signage at the Bottom Station.

   3..  Other Duties

• To organise and attend monthly staff meeting between self, VCMO and Reception staff.
• To provide reports and information to management and monitoring groups by the dates set by those groups. In particular, to provide financial, progress and environmental performance information.
• To effectively delegate responsibilities to those in their team.
• To meet with their team at least monthly to discuss team and individual issues, noting, publishing and following up on actions.
•  

 4.  Co-operative Duties

           

• To attend a minimum of 6 monthly staff meetings per year (or such other number as may be agreed with the Management Group).
• To consider issues presented to the staff body and be involved in the consensus decision-making process regarding such issues.
• To input to policy development when policies are proposed by the Directions Team
• To input to the strategy process when requested by the Directions Team.
• To comply all CAT’s policies and processes as they are amended from time to time. To read and act upon policies and processes as they are approved.
• To be responsible for own health and safety plus that of others as defined in the job description. To report to the Health and Safety Committee any matters of concern regarding health and safety.