Job info	Job info details
Job title	Visitor Welcome Assistant
Strategic team/Directorate	Place
Service	Culture and Events
Business unit	Torre Abbey
Responsible to (day to day issues)	Senior Exhibitions and Visitor Experience Coordinator
Accountable to (line manager)	Senior Exhibitions and Visitor Experience Coordinator
Salary grade	C
JE ref	JOT57

1. Key purpose of job

• Deliver excellent customer service every time to a broad range of visitors and do everything possible to consistently exceed visitor expectations by going the extra mile. The post holder will model our Core Values and Spirit of Place.
• To sell admissions and actively promote the benefits of 1196 membership to visitors to achieve stretching targets in terms of recruiting new members. Achieve stretching targets around selling guidebooks and other merchandise. 
• To ensure the visitor welcome and retail areas are presented to an agreed standard so that customers enjoy a comfortable and welcoming environment. To make sure displays are up to date and take pride that Torre Abbey is looking its very best for our customers and members. 
• To be an excellent team player helping to create a great place for colleagues (staff and volunteers) to work in.
• To provide support and assistance for a wide range of events and activities in Torre Abbey and the Spanish Barn, the gardens and the grounds (and occasionally in off- site locations), as instructed by the leadership team.

2. Anticipated outcomes of post

• A first class welcome and enjoyable experience for all visitors to Torre Abbey. 
• Contribute to membership growth. 
• Staff and volunteers work in an environment that fosters individual commitment, enthusiasm, team-working and competence to deliver an excellent service. 
• Follow defined retail processes and procedures assist in the creative display of products for sale and contribute to stock management. 
• Maximise sales and membership so that profits can be reinvested into Torre Abbey used to support conservation priorities and provide visitors with information linking products to Torre Abbey.

3. List key duties and accountabilities of the post

• As an Employee of Torbay Council all roles are expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. The Designated Senior Lead for Safeguarding is the Chief Executive and Director of Children’s Services.
• To provide the best possible welcome and experience for all visitors to Torre Abbey. 
• Deliver excellent customer service every time by modelling our Core Values and Spirit of Place.
• Provide day to day support for the visitor experience actively trouble shooting problems. 
• Actively contribute towards evaluation of visitor experiences, gathering data at visitor welcome and communicating observations. 
• To have a good knowledge of Torre Abbey and other local attractions being able to provide accurate and positive information to all our visitors.
• To maintain excellent presentation within all retail and visitor welcome areas. 
• To answer all enquiries in a professional manner and maximise sales opportunities at all times. 
• Always project a friendly helpful and approachable image of Torre Abbey, taking the time to listen and understand our visitor’s needs and respond accordingly. 
• Greet members so they know they are valued You will actively promote the benefits of 1196 membership and conservation messages to our visitors explaining how their membership will support Torre Abbey.
• Achieve stretching targets in terms of recruiting new members and selling guidebooks and other merchandise.
• To use the tills and follow cash handling procedures, accounting for takings from sales in line with financial regulations.
• To strive to be efficient and ensure cost effectiveness in all the work you do. 
• To ensure all team members comply with processes and procedures in order to minimise risk to visitors, staff, volunteers and contractors. 
• Work flexibly and support a number of Torre Abbey functions including regularly working weekends and evenings as required. 
• Assisting with ‘show rounds’, open days, group visits and tours. Assist with the preparation, set up and running of meetings, conferences, events and weddings. 
• To provide assistance to mount and dismount displays and exhibitions, helping to store and otherwise care for the collections.
• To support delivery of the volunteer programme, help with volunteer training and development and ongoing engagement of volunteers in Torre Abbey’s programme delivery. 
• To open and close the buildings, where necessary, and provide day to day support for the public areas of the museums and visitor services, actively trouble shooting problems. 

4. Budgetary/Financial Responsibilities of the post

• Retail and admissions cash handling.

5. Supervision/Line Management Responsibilities of the post

• None. 

6. Working environment and conditions of the post

• Working at Torre Abbey and within its grounds. This will involve some working in an outdoors environment, some working at height and within a historic house location.
• There may be some off-site working.

7. Physical demands of the post

• Normal physical demands.
• Movement of equipment and furniture for the setup for events, weddings and educational/community focused activities.
• There will be lifting involved in moving and displaying merchandise.
• Evacuation of persons in a wheelchair during emergency procedures and act as Fire Marshall in event of a fire/emergency.
• There may be some working at height (ladders).

8. Specific resources used by the post

• IT equipment including online activity.
• Cash Tills.
• Single door key for access.

9. Key contacts and relationships

External

• General public visitors.
• Commercial organisations.
• Event hirers.
• Local arts and culture events organisations. 

Internal

• Culture and Events Service Manager.
• All of the Torre Abbey Team.
• Staff of the People Directorate.
• Other Council Departments.
• Council Health and Safety Officer.
• Communications Team.

10. Other duties

• To undertake additional duties as required, commensurate with the level of the job.

Other Information

• All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
• Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
• The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures. And are aware that the Chief Executive and the Director for Childrens Services are the Safeguarding Leads for the Council.
• This post is office based at Torre Abbey but the post holder may be required to move their base to any other location within the Council at a future date.
• You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
• The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement. 
• The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
• The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
• The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
• If this post is customer facing, it will require the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
• If you are required to use your own vehicle on Council business or drive a council vehicle you will be asked to provide information on any driving endorsements by accessing www.gov.uk/view-driving-licence and providing a code to your Line Manager in order to share your driving licence information with the Council.

Person Specification

Note for Candidate

All Candidates

The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement. In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.

Candidates who consider that they have a disability

Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.

If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.

Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.

If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.

Job info	Job info details
Job Title	Visitor Welcome Assistant
Strategic team/Directorate	Place
Service	Culture and Events
Business unit	Torre Abbey

Skills and effectiveness

Essential skills and effectiveness

• Ability to demonstrate strong customer service ethos where nothing is too much trouble.
• Be able to approach role in a calm and friendly manner always with a positive attitude.
• Ability to use numeracy skills through the use of a till and when cash handling.
• Be able to demonstrate excellent communication and interpersonal skills. 
• Use of attention to detail and be able to work on own initiative with the ability to prioritise workload.
• Ability to show organisational skills and be able to follow work routines with minimal supervision.
• Have the ability to work flexibly and work unsociable hours. 
• Able to follow complaint handling procedures. 
• Good people skills, enabling good working relationships with all colleagues. 
• Excellent numeracy, written and verbal communication skills and a good listener. 
• Competent IT skills including – Word, Excel. 

Desirable skills and effectiveness

• An ability to give interesting guided tours and talks. 
• A gift for engaging with people of all ages. 
• Some skills in collection care and preventative conservation. 

Knowledge

Essential knowledge

• Knowledge of working in a heritage or tourism setting.
• Knowledge of cash tills systems.
• Knowledge of cash handling procedures.
• Awareness of what makes an excellent visitor welcome.
• Some understanding of a volunteering role.

Desirable knowledge

• Knowledge of Torre Abbey and other attractions in Torbay. 
• An awareness of retail operational practices. 
• Knowledge of working within a historic house or museum. 
• Some knowledge of the day-to-day care of historic buildings and collections. 
• Some knowledge of British history. 
• Knowledge of Health and Safety issues. 
• Knowledge of Foreign Languages. 
• Knowledge of British Sign Language. 

Experience and achievements

Essential experience and achievements

• Working in a customer focused environment. 
• Experience of retail sales preferably in a similar setting. 
• Proven experience of face to face sales and working to measurable targets. 
• Working as part of a team. 

Desirable experience and achievements

• Experience of providing customer services in a heritage or tourism setting. 
• Experience of helping to set up exhibitions and displays. 
• Experience of giving guided tours. 
• Experience of working with volunteers. 

Qualifications/professional memberships

Essential qualifications/professional memberships

• Educated to GCSE level grade 4 (C) or equivalent in Maths and English. 

Desirable qualifications/professional memberships

• NVQ or higher in associated subject.
• Current First Aid Certificate.
• Manual Handling Certificate.

Other requirements

Other requirements of the job role

• Demonstrates a commitment to safeguard and promote the welfare of children and young people.
• Ability to carry out the physical requirements of the role (i.e. manual handling).
• Ability to travel efficiently around the Bay/South West/UK in order to carry out duties.
• Ability to accommodate unsociable hours.
• Ability to accommodate shift patterns.
• Ability to accommodate occasional/permanent home-working.