Visitor Experience Assistant

ABOUT THE ROLE

• To contribute to the promotion of Epping Forest as a unique open space for the recreation and enjoyment of the public.
• To provide an effective visitor service for the Epping Forest Visitor Centre at Chingford, Queen Elizabeth’s Hunting Lodge and the Temple in Wanstead Park, offering the highest quality customer service and encouraging repeat visits.
• Support with the delivery of events and activities. Provide retail services, information and interpretation about the Forest, its environmental value and its historic sites and buildings.

MAIN DUTIES & RESPONSIBILITIES

• Assist the public in their enjoyment and understanding of Epping Forest and contribute to a welcoming and effective visitor experience.
• Provide the public attending the visitor centres and venues with clear, current, useful information and visitor resources. Deal appropriately with complaints, concerns and defect reports from members of the public and where necessary to pass on information to line managers or other Epping Forest staff.
• Ensure front of house operations in visitor centres are clean, presentable and welcoming. Assist with the distribution of activities, information and publicity materials and maintain high quality and relevant information points.
• Promote the retail products in visitor centres, ensuring good product knowledge and actively feedback customer opinions and trends.
• Support the retail functions of our sites, including taking payments for goods and services, ordering and displaying goods, stocktaking and associated financial processes.
• Handle payments in accordance with the City of London financial requirements, undertaking daily reconciliation on the till, keeping accurate records and occasionally assist with monthly banking.
• Respond to customer comments and enquiries, received in person, by telephone and via electronic communications, ensuring that visitors receive excellent and accurate customer service and information at all times.
• To open our visitor attractions to the public, responsible for the security, maintenance, cleaning, health & safety and day-to-day operation of the site.
• Lead on tours, activities, talks and events to promote understanding of the heritage and other aspects of the Forest, including individual and group visits, providing relevant information, introductions and tours appropriate to the needs, requirements and interests of the customers.
• To support the events programme, including contribution towards development, administration, production of publicity, delivery and evaluation.
• To assist with exhibition displays, hanging of artwork, production of publicity, and promotion of exhibitions in the galleries at the Visitor Centre.
• Undertake light cleaning as required.
• Adhere to the health and safety and security of buildings by following procedures and undertaking checks, risk assessments and drills.
• Ensure the safety and wellbeing of all users of our sites by undertaking first aid, fire safety, safeguarding, customer service and other relevant training and disseminating this to other members of the workforce.
• Actively seek to implement the City of London’s Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
• Actively seek to implement the City of London’s Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
• To undertake any other duties that may reasonably be requested appropriate to the grade.
• Actively seek to implement the City of London’s Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
• Actively seek to implement the City of London’s Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
•  To undertake any other duties that may reasonably be requested appropriate to the grade.

CANDIDATE REQUIREMENTS

Please find below the qualifications, experience and technical skills required to undertake this post. Each criterion will be assessed at application (A), interview (I) or test (T) as indicated below.

Professional Qualifications / Relevant Education & Training

• Excellent spoken ability and confidence.
• Able to communicate clearly with a diverse public and able to lead public talks and tours.
• Good levels of numeracy and literacy, minimum GCSE Grade C or above.
• Further study or demonstrable knowledge of heritage and / or environmental studies desirable.

Experience Required

• Can demonstrate knowledge and enthusiasm for Epping Forest, its environment or heritage, or for another Open Space or Heritage Attraction. (I)
• Previous experience of dealing with customers in a retail, public or other context requiring pro-active, friendly and communicative face-to-face interaction, being able to listen and convey information accurately and concisely. (I, T)
• Confident handling financial transactions including cash, till, credit card systems and financial records to ensure speedy customer transactions and accurate financial data on a day to day basis. (I, T)
• Experience of supporting events or similar in a customer service role in a busy environment.(A)
• Able to demonstrate pro-active polite, courteous, friendly and confident customer care on both busy days and quieter off-peak opening. (I, T)
• Experience of operating calmly and flexibly dealing with difficult customers or situations. (A)
• Experience and ability of working independently without supervision, self motivated and committed. You are a person who ‘likes to keep busy’: good at noticing what needs doing and taking responsibility for hands on operation of our visitor centres.(A, I)
• Punctual with good attention to detail and an eye for high quality visual display. (I,T)

Technical Skills & Knowledge

• You will need competent computer and office standard keyboard skills.
• Knowledge of software including, Microsoft Office suite and EPOS systems.
• Ability to drive and car owner desirable.

Other Relevant Information

• (e.g. working hours if applicable) Working hours are on a rota shift pattern with annualised hours requiring longer working days in Summer and shorter days in Winter. Regular weekend working is required.
• Willing to cover additional hours outside rostered hours where possible including evenings and weekends for events.
• Willing to undertake appropriate training, attend meetings and provide cover on additional hours outside rostered hours.
• Reasonable level of physical ability to handle stock, carry boxes, equipment, set out furniture for hirers, (chairs, tables) hang exhibitions etc.
• Enthusiasm and interest in nature conservation and the environment would be of benefit.

To view the JD and application process, please click here –>Job Information Pack Visitor Experience Assistant