team leader
Responsibility
- work as the senior member of front of house staff in Admissions
- supervising the work of Admissions Assistants, on a day to day basis including identifying training needs and monitoring performance
- influence and motivate the team to perform to their personal best, providing empathy, coaching and feedback to drive high performance
Show more +13 - actively engage with visitors and respond to enquiries in a professional and service led manner
- promote innovation amongst the team to maximise sales and generating income to meet Key Performance Indicators
- to monitor admissions processes, ensuring all visitors are processed in accordance with agreed procedures and to contribute to the admissions processes and policies within the Admissions team
- to support the management of all aspects of the admissions process, ensuring all visitors are processed in a timely, efficient, and transparent manner
- ensure a consistent delivery of excellent customer service to all visitors, acting as the visitor champion and role model displaying engaging, enthusiastic expert behaviours and professionalism always
- monitor the flow of visitors in all areas and queue manage as required
- deal with complaints with empathy and positively make every effort to resolve them yourself
- operate the telephones to museum standards ensuring all messages are handled in an efficient and professional manner
- open or close the building following procedures. Unlock the building and ensure all areas are safe before allowing other staff on site and lock up and set the alarms in accordance with the end of shift procedure
- demonstrate full knowledge of the museum’s collection, events & facilities and be able to convey information regarding other visitor attractions locally
- to develop processes with the Operations Manager to enable gift aid conversion targets
- operate cash registers, handle transactions and complete end of day procedures, reporting any discrepancies to the Operations Manager
- to provide weekly / monthly reports on Gift Aid conversion to the Operations Manager & Commercial Director
Requirements
- admissions / Reception experience
- experience in a customer service environment
- experience of working in a team leader or supervisory role, opening and closing
Show more +10 - cash handling experience including end of day
- the ability to motivate and influence a team to strike the perfect balance between sales and service, engaging with visitors
- enthusiasm for providing a superb visitor experience and inspiring it in others
- excellent interpersonal verbal communication skills
- admissions / Reception: 1 year
- an ability to work on own initiative
- customer Service: 2 years
- A responsible, professional and positive attitude
- ability to make decisions and seek solutions under pressure
- A working knowledge of the Health and Safety requirements of the role
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