VISITOR SERVICES MANAGER

Permanent

SALARY:£24,000 per annum

Hours:38 hours per week over the course of seven days with a regular commitment to Saturday work

LOCATION: Camden, London

LINE MANAGER:Senior Visitor Services Manager

ANNUAL LEAVE: 20 days per year pro rata with an additional allowance for public holidays and Jewish festivals (approximately 6-12 days per calendar year), increasing to 22 days after two calendar years.

Our Mission

Is to surprise, delight and engage all people, irrespective of background or faith, in the history, identity and culture of Jews in Britain by inspiring discovery, provoking questions and encouraging understanding.

Our Vision

Is of a world where cultural diversity and the contribution of minority communities are explored, valued and celebrated, for the enrichment of society as a whole.

Background

Central to the museum are its wide range of stimulating exhibitions, which, more recently, included hugely successful retrospectives on the artists Judith Kerr, Abram Games and R.B. Kitaj, and exhibitions about blood, football and men’s fashion. The recent football exhibition toured nationally and the Amy Winehouse exhibition is currently breaking box office records on its international tour. The museum's award-winning education programme reaches nearly twenty thousand school children each year, helping to foster an understanding of Jewish culture they otherwise wouldn’t have.

A new member of the Visitor Services Team is required to help support the Senior Visitor Services Manager run all aspects of the front of house and manage the museum’s team of volunteers on a day to day basis.

Thisdocumentcontainsthefollowinginformation:

  1. Details of Post
  2. Dutiesandresponsibilitiesofthepost
  3. Personspecification
  4. EqualOpportunitiesPolicyandMonitoringForm
  1. Details of post

TheJewishMuseumLondonisaculturalandeducationalresourceofnationalandinternationalimportance.It is currently undergoing a transitional phase and a new member of the Visitor Services Team is required to help support the Senior Visitor Services Manager (SVSM) run all aspects of the front of house and manage the volunteers on a day to day basis.

The candidate will take ownership over the existing volunteer programme and will work closely with the SVSM to develop and implement a strategic plan for further growth. The successful candidate will be a champion for volunteering within the organisation and will bring new ideas and innovation to the role of volunteers at the Jewish Museum.

Wearelookingfora candidate withfront of house/visitor servicesexperience,whocanwork flexibly with the Visitor Services Team to deliver a world class visitor experience through the effective direction and motivation of a high performing and proactive volunteering team.Experience of managing staff/volunteers within a cultural organisation is essential, as is the willingness to undertake training and development where appropriate.

Reportingto theSenior Visitor Services Manager,youwillworkclosely with the Visitor Services Team -comprising the Head ofVisitor Services,Senior Visitor Services Manager, Retail Manager, Café staff, Security Teamand the Volunteers who support us in the shop, admissions desk and in the galleries.Youwillneedaproactiveandpracticalapproachplus the ability to work independently in a visitor-focused environment and responding to visitor enquiries, as well as the ability to multitask efficiently and leading by example.

This post will be subject to a 6-month probationary period and the post-holder will be expected to be available to work on most Saturdays on an otherwise flexible rota.

  1. DutiesandResponsibilities
  • To take the lead on the recruitment, induction and management of the Visitor Services volunteering team
  • To work alongside the SVSM to develop a long term strategy for volunteer development
  • To be responsible for the duty management of the building including health & safety, first aid and fire evacuation procedures as well asadditional ad hoc front of house tasks
  • To manage the volunteer intranet
  • To ensurethe security teamare fully briefed on museum events when on shift and to work with them to ensure the visitor experience is friendly and that visitors feel safe.
  • To ensure the smooth running of gallery facilities and displays and reporting problems to the Head of Buildings and Visitor Services.
  • To take responsibility for room setups and co-ordinating events when on duty
  • To support the Retail Manager in ensuring shop volunteers are trained and able to answer visitor enquiries and process transactions.
  • To work closely with the Development Officer and SVSM to increase Membership sales and ensure volunteers are fully trained on the Membership offer and procedures.
  • Carry out any other reasonable duties as requested by the Head of Buildings and Visitor Services or other designated senior staff.
  • This Job Description is subject to alteration in response to changes in legislation or the Jewish Museum’s operational procedures.

  1. Person specification

Essential Criteria

  • Experience of managing volunteers and/or staff – preferably in a museum or cultural organization.
  • Experience of using an EPOS system and cash-handling.
  • Able to work to a flexible schedule including some weekends and late evenings (to be agreed a month in advance).
  • Excellent customer service standards and a friendly manner.
  • Excellent communication skills, including very high standards of written and spoken English and a good telephone manner.
  • Competent user of ICT using the Microsoft Office software suite (PowerPoint, Outlook, Excel and Word).
  • Willingness to assist in room set-ups including some manual handling.
  • First Aid certificate or willingness to undergo First Aid training.
  • Ability to work independently and be proactive.
  • Ability to stay calm under pressure.
  • Able to work as part of a team and support other departments.
  • Able to commit to regular Saturday working.

Desirable Criteria

  • Degree in a relevant subject or qualification
  • Experience of assisting/co-ordinating at events.
  • First Aid certificate or willingness to undergo First Aid training.
  • Retail experience
  • Experience in using AV equipment
  • Knowledge of Jewish culture and heritage

To apply, please send your current CV and a cover letter, explaining your interest in the post and relevant experience and qualifications, together with details of at least two referees, your current salary and information regarding your availability.

To assist us in arranging interviews, please note if there are any dates when you will be unavailable for interview as a result of holiday arrangements.

Please also indicate if there are any restrictions on you taking up employment in the UK and, if so, provide details.

The Equal Opportunities Monitoring Form should be completed and included with your application.

Please send your application to:

Danielle Sargent

Jewish Museum London

Raymond Burton House

129-131 Albert Street

London

NW1 7NB

Or by email to:

Closing date for applications: 12pm Friday 12 August

Interviews to be scheduled Tuesday 16 August 2016 – please state on your application if you are unable to make this date.

For further information about the museum, please visit our website

Equal Opportunities Policy

1. Statement of Policy

The Jewish Museum endeavours to be an equal opportunity employer and has a policy for this purpose.

The aim of the policy is to ensure that no job applicant or employee receives less than favourable treatment on the grounds of sex, race, colour, nationality, ethnic or national origins, age, marital status, sexual orientation or disability or is disadvantaged by conditions or requirements which cannot be seen to be justifiable.

This policy covers all aspects of employment including vacancy advertising, selection, recruitment, training, conditions of service and reasons for termination of service.

To ensure that this policy is operating effectively and for no other purpose the Museum maintains records of employee’s racial origins, gender and disability. The Museum will ensure that there is ongoing monitoring and analysis of such records to provide the basis for appropriate action to eliminate unlawful direct and indirect discrimination and promote equality of opportunity.

The Chief Executive is responsible for the effective operation of the Jewish Museum’s Equal Opportunities policy.

2. The Policy

2.1Vacancy Advertising

Wherever possible all vacancies will be advertised simultaneously internally and externally. Steps will be taken to ensure that knowledge of vacancies reaches underrepresented groups internally and externally.

All vacancy adverts will include an appropriate short statement on equal opportunity.

2.2 Selection and Recruitment

Selection criteria (job description and employee specification) will be kept under constant review to ensure they are justifiable on non-discriminatory grounds as being essential for the effective performance of the job.

At least two people must be involved in the selection interview and recruitment process, and should have received training in equal opportunities. Reasons for selection and rejection of applicants must be recorded.

2.3 Personnel Records

In order to ensure the effective operation of the equal opportunities policy and for no other reason a record will be kept of all job applicants’ and employees’ racial origins and disability.

Where necessary employees will be able to check/ correct their own record with regard to equal opportunities. Otherwise access to this information will be protected.

Such records will be analysed regularly and appropriate follow up action taken.

2.4 Equal Opportunities and Volunteers

The Jewish Museum is committed to supporting and developing its volunteers and will apply the spirit and where applicable the letter of this policy to them.

2.5 Service Users

The Jewish Museum also seeks to provide equality of opportunity for service users of all backgrounds. Particular effort is made to reach the elderly, disabled and disadvantaged through its programme of outreach which includes educational programmes, talks and travelling displays.

Wherever possible efforts will be made to identify and remove unnecessary/unjustifiable barriers and provide appropriate facilities and conditions of service to meet the needs of disadvantaged and/or underrepresented groups.

3. General

The objectives of this Equal Opportunities Employment policy are

•To ensure that The Jewish Museum has access to the widest labour market and secures the best employees for its needs.

•Ensures that no applicant or employee receives less than favourable treatment and that wherever possible they are given the help they need to reach their full potential to the benefit of the Jewish Museum and themselves.

The cooperation of all employees is essential for the success of this policy. However the ultimate responsibility for achieving the policy’s objectives and for ensuring compliance with the relevant Acts of Parliament as well as the various codes of practice lies with the Jewish Museum. Behaviour against the spirit and/or the letter of the laws on which this policy is based will be considered a serious disciplinary matter and may in some cases lead to dismissal.

Equal Opportunities Monitoring Form

The Jewish Museum is committed to equal opportunities in employment through its policy statement (attached). This form is used solely for Equal Opportunities monitoring purposes. All data is confidential and will not be referred to during the selection procedure. Please complete the form and return it with your application.

Name:

/ Date:
Post applied for:

Gender

/ Male
Female

Ethnic origin

Please tick the box that best describes the ethnic group to which you belong. / White
Chinese
Black African
Black Caribbean
Black – other
Indian
Pakistani
Bangladeshi
Other / (please describe)
(please describe)

Disability

Please indicate whether you consider yourself to be disabled
Are you a EU citizen? Yes / No What is your nationality?
Do you require a work permit? / Not disabled
Disabled / (please describe)