Visitor Services Officer
Job and Person Specification
Job Title
Visitor Services Officer
Reporting to
Executive Director
Responsible For
Visitor Services within the Cathedral.
The role will come with financial income targets in donation, tour group and shop income.
The Mission of Lichfield Cathedral
Lichfield Cathedral is called to live and proclaim the transforming love of God. Through the fullness of its life in the spirit, it seeks to be a sign of the friendship and freedom that God in Jesus Christ has given the whole world to enjoy.
The Cathedral is embarking on a major period of fundraising with the aim to raise £20 million for the regeneration of the Cathedral and the Close over the next ten years, alongside this, the Cathedral has an ambition to increase visitor numbers and engagement and to deliver high standards of visitor and supporter customer care.
The Visitor Services Officer will be on the front line of the Cathedral’s interaction with the public and will be charged with assisting the delivery of exceptional visitor experience to worshippers and sightseers alike.
The position is full time.
The Strategic Vision of Lichfield Cathedral – Key Priorities
  1. Reaching a new public and making new Christians; by 2019 we want to double our visitors and significantly increase our worshipping congregations.
  2. Developing partnerships with the Diocese and Cathedral School across a range of activities, so that the Cathedral plays a key role in the delivery of Diocesan priorities.
  3. Nurturing Christian faith, worship and understanding through learning, exhibitions, events, interpretation of the Cathedral.
  4. Securing city alliances to boost economic activity and the cultural and visitor economy.
  5. Renewing and repairing the Cathedral and Close and giving the Cathedral the facilities and infrastructure for future demands.
  6. Securing the finances for £20 million of development and increasing revenue streams.

Main Job Purpose
  • The Visitor Services Officer will undertake the administration of the visitor services team, completing and communicating rotas, reviewing and reporting the visitor statistics, working closely with other departments (Vergers / Events / Shop / Cafe) to ensure the best visitor experience and maximising income.
  • The primary function of visitor services istwofold 1) elicit a donation from visitors and 2) ensure excellent customer service as part of the Cathedral Shop.
  • The individual will need to be target focussed, enjoy being around and interacting with the general public and have a willingness to learn about the Cathedral, its past and exciting future.
  • The job holder will also need excellent interpersonal skills managing a small team whilst dealing with a well-established volunteer group who will continue to provide a welcome to the Cathedral.

Principal Areas of Accountability
  • The post holder will report to the Executive Directorin the delivery of income relatedkey performance indicators.

Job Activities
The following activities will be undertaken by the post holder:
  • To prepare rotas for the Visitor Services team which includes a thorough and regular review of the Cathedral diary.
  • To work closely with volunteer groups (guides, welcomers, hosts, and shop volunteers) co-ordinating their rota and ensuring suitable cover.
  • Drive the average donation to meet the Cathedral’s budget figure.
  • Work closely with the Cathedral team in assisting exhibition and events that will influence footfall offering advice about strategic location of visitor services and the donation boxes.
  • Develop the visitor experience to ensure a warm greeting to visitors and through a positive approach elicit donations from the public upon entry including encouraging gift aided donations.
  • Offer excellent customer service in the Cathedral shop selling available products whilst also promoting the Gift Shop at No 9 The Close as well as other Cathedral activity.
  • Both areas would promote the Cathedral, its services, its tours and events.
  • The applicant should be proficient in till use and credit card machines. They will also be expected to cash up each evening reviewing discrepancies, resolving or reporting them depending on the nature of error.
  • The role will be expected to collect visitor data ensuring the Cathedral has robust visitor numbers.
  • Work closely with the Welcomer volunteer team in providing excellent visitor welcome and attending training sessions.
  • The role will work closely with other departments to produce and manage a rota which will include the supervision of temporary workers in busy periods.
  • The role will help develop the Cathedral’s box office offer, currently provided by the Cathedral Gift Shop No 9 The Close. This will include tour and education bookings. The role should explore the potential for an online system.
  • As well as cashing up, the role will work as part of a team to collect and record donation box income.
  • The role will promote and sell merchandise and they will be expected to learn about the full range the Cathedral offers in its multiple locations.
  • The role will have the capability to deliver the Cathedral tours.
  • To undertake any other reasonable tasks as instructed by the Executive Director.

Person Specification
Essential
  • Experience of developing and implementing rotas.
  • Experience in a retail or customer service environment.
  • Able to demonstrate excellence in customer service
  • Experience of cash management including cashing up and reconciliation of errors.
  • 5 A-C GCSEs including Maths and English.
  • Excellent attention to detail and oral and written skills.
  • Ability to engage with the public in a positive manner.
  • Excellent IT skills and knowledge of all Microsoft Office packages.
  • Target driven.
  • Well presented, polite and friendly.
Desirable
  • Experience of working in a visitor attraction / historic building / place of worship.
  • Understanding of the Christian ethos and Mission of the Cathedral.
  • Supervision of a contracted team as well as temporary contract workers (as needed).
  • Experience of working with volunteers.
  • Experience of working in or volunteering for a charity.
  • Experience of working in complex organisations and/or small organisations with the ability to be adaptable and to take on any challenge at short notice.
  • Experience of working with EPOS system.

I confirm that I have received a copy of the job description set out above
Signed: ………………………………………………………..Date: ………………………...
(employee)
Signed: ………………………………………………………..Date: ………………………...
(on behalf of Lichfield Cathedral)