Visitor Service Assistant

  Visitor Service Assistant
  (casual work available)

A L E X A N D R A PA L AC E , A L E X A N D R A PA L AC E WAY, LO N D O N , N 2 2 7AY • 02 0 8 36 5 2121 •
ALEXANDRAPALACE.COM
A L E X A N D R A PA R K A N D PA L AC E C H A R ITA B L E TRU S T I S  A R EG I S T E R E D  C H A R IT Y  • C H A R IT Y REG I S
TR ATI O N N U M B E R: 2 819 91

ABOUT ALEXANDRA PARK AND PALACE

Alexandra Park and Palace is a major event, heritage and
cultural destination in north London.

We deliver great experiences for everyone, every day of the
year, at major events. We are known for our diverse
entertainment programme, our natural parkland and panoramic
views of the city.

ROLE DESCRIPTION

The Visitor Service Assistants work across all areas of Alexandra Palace and support the
operational team to deliver great experiences including live music, live sport, exhibitions, Theatre
shows and Park events.

This is a fun and varied role where you will be working across all front of house operations
including our box office, welcome desks, bag drop, VIP hospitality areas, guestlist, and
access platform.

Customer service experience is essential, and you will be a friendly and approachable team player.
Successful candidates may be required to attend training days.

The hourly rate is £13.85 (London Living Wage)

SHIFTS

We have casual work available which means shifts are offered on an as and when needed basis
however there are plenty of opportunities coming up. Start and finish times depend on the event
calendar and may include some late night working during concerts and theatre productions.

HOW TO APPLY

To apply for the role of Visitor Services Assistant please send your CV and cover letter
outlining how you meet the requirements of the role to recruitment@alexandrapalace.com,

Applications will be shortlisted on receipt. Please note as this role may require post holders to sell
alcohol, applicants must be 18 or over.

Recruitment days for this position are to be held on Monday 23 February and Wednesday 25
February. Candidates must be available on a least one of the days.

If you are successful, we will undertake reference checks and ask you to complete 6 mandatory e-
learning modules prior to first shift.

Unfortunately, due to the volume of applications we are unable to provide feedback to those not
shortlisted for interview

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JOB TITLE

Visitor Services Assistant

DEPARTMENT:

Visitor Services

RESPONSIBLE TO  Visitor Services Assistant Manager / Supervisor on shift

OVERALL JOB
PURPOSE

Welcome all visitors and guests to Alexandra Palace.
To uphold service standards across the site delivering an efficient and
effective customer experience.

KEY INTERNAL
RELATIONSHIPS
KEY DUTIES AND
RESPONSIBILITIES

Visitor Services Assistant Manager
Visitor Services Supervisors

1.  Engage with Alexandra Park and Palace visitors providing an
excellent customer service, working as part of an effective
team. Tasks may include but are not limited to:

-  Cover welcome desk(s) and event info point
-  Respond to customer enquiries
-  Support with access requirements
-  Palace activity is communicated effectively across the site
-  Resolve customer complaints
-  Answer and direct incoming calls
-  Assist with event, theatre and ice rink bookings
-  Meet and greet clients and meeting attendees
-  Keep all public areas clean and tidy
-  Uphold standard operating procedures
-  Communicate Alexandra Palace’s wider offer to guests and

visitors taking the initiative to provide information above and
beyond a customer enquiry

2.  Support the ticketing and box office operations for live events
and the Ice Rink, assisting with sales, collections and enquiries.

3.  Carry out front line service administration processes and

procedures including:

-  Logging lost property
-  Signing for site wide deliveries
-  Franking post and organising couriers
-  Recording automated phone updates
-  Promoting the sale of Alexandra Palace branded merchandise

4.  Prepare front of house units for opening at the start of the day
/ event and close down operations at the end of the day / event
(depending on shift pattern) in line with standard operating
procedures

5.  Support front of house operational duties site-wide as and

when required. This may include working in the East Court,
Victorian Theatre, Palm Court Info Point, Cloakroom, Ice Rink
Reception

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PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

EDUCATION /
QUALIFICATIONS

Educated to GSCE level or
equivalent with level 4-9  (grades
A-C) in English and Maths

To be able to speak English to a
level that enables you to
complete your job effectively

Eligible to work in the UK

EXPERIENCE

Experience dealing with
customers face to face

Experience of resolving
complaints

Experience handling card
transactions ideally gained in a
retail environment

Experience working in front of
house role in a venue or leisure
facility

Box office experience

Experience using a CRM / ticketing
system e.g. Spektrix or similar

Office administration experience
including responding to customer
calls and emails

SKILLS / KNOWLEDGE

Interest in live events i.e. Theatre
productions, live music, live
sport, exhibitions

Knowledge of Alexandra Park and
Palace’s activities and operations

Knowledge of health and safety
processes and procedures

Understanding of social media and
its uses including: Facebook,
Instagram, twitter and snapchat

Customer focussed

Strong communication skills both
written and verbal

Good problem solving skills and a
methodical approach

Ability to prioritise and manage
own time

Friendly and approachable team
player

Ability to work a flexible shift
pattern depending on event
operations

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GENERAL OBLIGATIONS

i.  Health and Safety

All employees have a legal duty to ensure the health and safety of people at work and members of
the public on site in accordance with H&S legislation and AP policy.

ii.  Equality and Diversity

Alexandra Palace is committed to the fair treatment of all our staff.  We are committed to giving
equal access to recruitment and selection, promotion and career development, training, pay and
benefits.

We will provide reasonable support to disabled applicants throughout the recruitment process. If
you feel that you need any additional support or reasonable adjustments to take part in the
interview process, please contact the HR team

iii.  Safeguarding

Demonstrate commitment to safeguarding of children, young people, and adults at risk.

iv.  GDPR

To handle personal data in accordance with the organisation’s data protection policy and to
record all processing activities in the organisation’s data register where appropriate.

v.  Sustainability

We are committed to a Sustainability strategy and policy, working towards finding new,
innovative, and economical ways to stay green.

CUSTOMER SERVICE STANDARDS

VALUES AND BEHAVIOURS

1.
2.
3.
4.
5.

We are Collaborative
We are Bold
We are Open and Genuine
We are Passionate and Fun
We are Resourceful

The Core Competency Framework

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Each competency has an overall description. It is then broken down by level into “We will” and
“We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating
behaviours at level 1.

1.  We are COLLABORATIVE

“We work as one team, sharing ideas, knowledge and insight to achieve our common purpose”

We Will

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team

  •  Work together collaboratively- acting as one
1
e
v
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L

•  Communicate with colleagues and other
teams - building relationships, sharing
information and reducing silos

•  Attend and actively participate in team

meetings

•  Look for frequent opportunities to socially

interact across the organisation

•  Ask for help more often
•  Pro-actively offer help if a team member is

struggling

We Won’t
•  Wait to be asked for help or leave people to

struggle
•  Work in silos
•  Make decisions without consulting each

other

•  Withhold information from others
•  Be silent and uncommunicative
•  Hold back because of lack of time or interest
•
•  Act divisively

Ignore the phone or customers

2.  We are BOLD

“We are bold and we embrace change – we constantly look for new opportunities and innovative ways of
doing things”

We Will

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  •  Bring creative ideas to work, share them with
1
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v
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others and influence to make them happen
•  Be adaptable and open minded - listen to new

ideas and try new things

•  Demonstrate a passion for learning put self
forward to be trained and to train others
•  Be more vigilant in spotting the things which

could be better

•  Admit when a mistake has been made or

could have been done better

We Won’t
•  Resist change and new ways of doing things
•  Be afraid to try new things
•  Be defensive when constructive criticism is

offered

•  Make the same mistakes
•  Hold back ideas
•  Blame others if new things go wrong
•  Dismiss or shut down ideas without

suggesting alternatives or looking at ways to
make it work

•  Welcome change as a way to learn and grow

•  See setbacks as failure

3.  We are OPEN AND GENUINE

“We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say we
will and do it in a way that is in line with our values.”

We Will

We Won’t

l

  •  Treat people with respect, irrespective of
1
e
v
e
L

their opinions, beliefs or background

•  Demonstrate good manners with everyone
•  Listen to others and value their opinions
•  Take time to get to know other individuals
and teams, who they are, what they do and
how we can help

•  Discuss things in person and not rely on email
•  Be more culturally aware and understanding

of difference

•  Work sensitively and collaboratively with all
•  Meet commitments and keep promises -
follow up on enquiries or requests for
information promised
•  Confront difficult situations

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•  Disrespect colleagues or customers
•  Single out, exclude or discriminate against
people because they are different to me or
for any other reason

•  Dismiss the views of others because their

opinion and perspective is different to ours
•  Criticise colleagues in front of others or the

public

•  Take sides when hearing different opinions
•  Bring personal problems into work on a

regular basis

•  Talk or gossip about others
•  Talk the organisation down inside or out
•  Fail to deliver on what we have promised

4.  We are PASSIONATE & FUN

“Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We
deliver our purpose with fun and enjoyment”

1

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v
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L

We Will
•  Demonstrate enthusiasm and excitement in

the delivery of our roles

•  Express passion, energy and fun with

colleagues and customers

•  Focus on quality – completing work on time

and accurately

•  Take visible pride in our work every day
•  Be self- motivated and stay positive even
when sometimes it is hard to do so
•  Deliver the best experience for our

customers

•  Look for opportunities to bring fun to work

We Won’t

•  Create a negative atmosphere
•  Demonstrate a can’t do attitude
•  Allow the negativity of others to affect me
•  Take things to heart
•  Take a careless attitude to the quality of our

work

•  Say “I don’t know” – I will go and find out
•  Say “It’s NOT my job”

5.  We are RESOURCEFUL

“We use what we have creatively to get the best results possible, solving problems and overcoming
difficulties”

1

l

e
v
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L

We Will
•  Be determined to deliver making best use of

We Won’t
•  Bring problems without thinking of possible

the resources we have

solutions or suggestions

•  Say yes more often and then work out how

•  Abandon problems hoping someone else will

to do it with what we have

solve them

•  Say “Yes” if I know I can’t do something
•  Use budget as an excuse not to do things
•  Be wasteful of time, resources, energy and

equipment

•  Use initiative to solve problems – seeing
every problem as a challenge and an
opportunity to grow

•  Minimise wastage and recycle more
•  Look after resources as if they are personal

belonging s- keeping them tidy and
maintained

•  Make suggestions on how to make things

more efficient or reduce cost

•  Take accountability and show a “can-do”

attitude

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