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Job Description Job Title: Reports to: Directorate: Position Type: Pay Role Summary Visitor Services Assistant - Casual Retail Manager Communications, Marketing & Retail Casual Hourly, Real Living Wage Port Sunlight Village Trust (PSVT) operates an award-winning visitor attraction, comprising Port Sunlight Museum, The Worker’s Cottage, a programme of guided village tours, and SoapWorks, which together celebrate the social, architectural, and industrial significance of Port Sunlight. As Visitor Services Assistant, you will help showcase Port Sunlight to all visitors. You will meet and greet groups, independent and school visitors, creating a safe, welcoming, and friendly environment for learning, discovery, and enjoyment. You will process all ticket and gift shop transactions and encourage Gift Aid and other types of donations to maximise income. Overall, you will ensure high standards of customer service are maintained at all times. Our attractions currently open to the public Monday – Sunday, 10.00–16.30. These hours are subject to change. Key Accountabilities 1. Process all ticket and retail sales through the EPOS system and check in pre- purchased tickets via the EPOS system. 2. Upsell shop items, attraction tickets, guided tours, and Gift Aid, and increase spend per visitor. 3. Meet retail targets, monitor stock levels, and replenish stock. 4. Create a friendly and welcoming arrival for all visitors. Conduct a ‘Meet and Greet’ welcome to coach groups and schools, ensuring their visit to Port Sunlight runs smoothly. 5. Ensure high standards of customer service and presentation at all times, including the cleanliness and maintenance of the shop, museum, visitor facilities and orientation spaces. Reporting problems and broken exhibits and equipment as soon as possible. 6. Work with the Visitor Services Team to create fun, engaging and inspiring visual merchandising displays. 7. Attend performance meetings, staff briefings, and take an active role in the success and development of the Visitor Services Team 8. Respond to customer enquiries and requests for help and information with a positive and can-do attitude. PSVT JD_ Casual Visitor Services Assistant July 2024 10. Work alongside volunteers, being their point of contact and guide when on duty. 11. When handling cash, ensure PSVTs cash handling procedures are always adhered to. 12. Report all visitor accidents in line with PSVT’s procedures. 13. On occasion, staff the pop-up Gift Shop at events and other village venues. 14. Carry out duties in a manner that always reflects PSVT’s values. 15. Undertake any further duties determined as reasonable and necessary in the fulfilment of the role. Person Specification Essential • Experience of working in a retail and/or visitor services role Be a people person, with excellent communication skills. • Experience operating tills and cash handling. • Able to work independently but also enjoy working as part of a team. • Proactive in your approach to maximising income opportunities Desirable • Experience of working in an attraction, museum or art gallery setting. • Demonstrable IT skills and the knowledge of databases would be helpful and/or a willingness to learn. • Able to stay calm under pressure and demonstrate resilience. • Knowledge and/or interest of Port Sunlight’s history and significance All PSVT staff must meet the following Core Competencies: Customer Focus Through provision of excellent customer service, ensures the Customer is at the heart of everything we do. Teamwork Works collaboratively across the organization to achieve PSVT’s goals and objectives. Making things happen Has a can – do attitude to the role and identifies solutions to maximise performance in a timely manner. Role Model Represents PSVT at all times, and acts in manner that is professional, courteous, and helpful. All staff must also adhere to PSVT’s values: • Respectful: We value each other and different people bring to port sunlight. We are inclusive welcoming to all and treat people fairly. We reflect the changing world in how we work and tell Port Sunlight’s story. • Collaborative: We work with village residents and our partners to make Port sunlight special. We believe effective communication is fundamental to our work. We find solutions through collective problem solving. • Progressive: We are always looking for innovative ideas and new opportunities. We learn from the past to shape Port Sunlight’s future. We support and encourage one another to learn, grow and act. • Genuine: We are proud to represent Port Sunlight and excited for the future. We are approachable ready to engage and willing to listen. We are honest with ourselves and transparent with our residents and other stakeholders. PSVT JD_ Casual Visitor Services Assistant July 2024 PSVT is committed to ensuring that our recruitment processes for both paid and voluntary positions are equitable and accessible. If you need additional support or guidance with your application, please do get in touch with us. Individuals are encouraged to apply for all positions regardless of age, disability, sex, gender reassignment, sexual orientation, offending background, pregnancy and maternity, race, religion or belief, and marriage and civil partnerships. We will make all reasonable adjustments to enable individuals to carry out their roles effectively. Standard Checks (as applicable to role) Right to Work in UK DBS (Standard CRB Check) DVLA Qualification Employment History / References Reviewed by: Employee Signature Approved By: Date: PSVT JD_ Casual Visitor Services Assistant July 2024