ALEXANDRA PARK AND PALACE

Visitor Services

Event Supervisor
Casual shifts

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.

Today we continue to deliver those great experiences
for everyone, every day of the year, at major events like
the darts or music gigs, to a round of pitch and putt, a
skate on the ice or participating in our Creative
Learning programme.

ROLE DESCRIPTION
This role is responsible for overseeing a team of Visitor Service Assistants whilst on shift,
coordinating resources and leading by example to facilitate a first class visitor experience.

Experience of supervising or managing a team is essential along with experience of using a box
office or ticketing system (Spextrix is desirable). You will be customer focussed, proactive and
a friendly and approachable team player. Ally Pally is a 7 day a week operation with events that
run until late into the evenings, shift patterns are therefore flexible and include some evenings,
weekends and bank holidays.

The hourly rate is: £14.63

HOW TO APPLY
To apply for the role of Visitor Services Supervisor please send your CV or expression of
interest to recruitment@alexandrapalace.com.

We are committed to providing equality of opportunity and encourage job applications from people of
all backgrounds. We strive to build a diverse and inclusive workforce that is representative of our
community and helps us to deliver more for our visitors. We particularly encourage applications from
candidates from ethnic minority backgrounds and candidates with disabilities.

Applications will be shortlisted on receipt. Unfortunately we are unable to provide feedback to
those not shortlisted for interview

CUSTOMER SERVICE STANDARDS

2

JOB TITLE

Visitor Services Event Supervisor (casual)

DEPARTMENT:

Visitor Services

RESPONSIBLE TO  Head of Visitor Services

RESPONSIBLE
FOR
OVERALL JOB
PURPOSE

KEY INTERNAL
RELATIONSHIPS

KEY DUTIES AND
RESPONSIBILITIES

Visitor Services Assistants

Supervise and lead the VS team in delivering an excellent customer
experience across the site.

Provide support to event operations by troubleshooting and
resolving issues as they arise.
Head of Visitor Services
Visitor Services Assistant Managers
Visitor Services Supervisor
Visitor Services Assistants
Event Managers
Theatre Duty Managers

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

-  Supervise visitor operations that include – welcome desks,

cloakroom, bag drop, scanning, box office, ushering,
merchandise selling, VIP areas, queuing, accessible platforms
-  Lead the Visitor services team on designated events where

required.

-  Deliver staff briefings to a team of Visitor Service Assistant

staff on events.

-  Facilitate an industry leading standard of accessibility and

visitor experience.

-  Respond to and resolve escalated enquires and complaints
-  Ensure all public areas are kept safe, clean and tidy
-  Uphold standard operating procedures including being

security and safety aware

2.  Carry out front line service administration processes and

procedures including:
-  Accessibility requests and bookings
-
-  Taking donations
-  Producing event briefing documents for the Visitor

Escalated ticketing issues, group booking, sales

Services team
-  Car park bookings

3.  Support the event Duty Managers in event operations

4.  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 and
Ice Rink Reception

3

PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

EDUCATION /
QUALIFICATIONS /
MEMBERSHIPS

Educated to GSCE level or
equivalent with grades A-C at
English and Maths

First Aid at Work

Mental Health First Aid

IOSH

Evacuation chair training

Degree in related subject

Experience  of  Supervising  teams
within  an  event/  operational
capacity

Office administration experience
including responding to customer
calls and emails.

Awareness of Alexandra Park
and Palace’s events programme
and operations

Knowledge of health and safety
processes and procedures

Knowledge of Event Fire safety

Knowledge of Supervising teams

Understanding of social media
and its uses including Facebook,
Instagram, Twitter and Snapchat

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

EXPERIENCE
Experience dealing with customers
face to face

Experience of working in a box
office and front of house
environment.

Experience of resolving escalated
complaints

Experience handling card
transactions ideally gained in a
retail environment

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

Customer focussed with strong
resolution skills.

Strong communication skills both
written and verbal

Calm under pressure

Good problem-solving skills and a
methodical approach

Ability to prioritise and manage
own time and direct others

Friendly and approachable team
player

Ability to work a flexible shift
pattern including some evenings,
late nights, weekends and bank
holidays depending on event
operations

4

DIMENSIONS

Financial responsibilities
Cash handling and reconciliation of cash floats and ticketing sales.

People management responsibilities
No direct reports but the post holder is required to supervise a team whilst on shift

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.

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.

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

5

       Hospitality Assistant

(Casual)

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 Hospitality Assistants work across some areas
of Alexandra Palace, including the East Court café,
boating lake café and theatre bars. They support the
operational team to deliver great experiences.

A flexible and positive attitude is essential along with
good customer service and good communication skills.
Experience working front of house retail or hospitality
is advantageous however bar and barista training will be
given.

The hourly rate is £13.85 (London Living Wage)

HOW TO APPLY

To apply please send your CV and a cover letter outlining how you meet the requirements of
the role to recruitment@alexandrapalace.com.

Applications will be shortlisted on receipt

Please note that due to the volume of applications we are unable to provide feedback to those
not shortlisted for interview

Please note as this role requires post holders to sell alcohol, applicants must be 18 or over.

2

Job Title

Hospitality Assistant

Department:

Catering

Responsible To  Catering Supervisors / Assistant Catering Managers

Overall job
purpose

To provide excellent customer service across all catering outlets including: East Court
Café, Boating Lake Café, Theatre bars and other areas.

Key internal
relationships

Catering Supervisors
Assistant Catering Managers
Café Operations Manager

Key duties and
responsibilities

1.  Deliver excellent customer service by ensuring that customers are served

efficiently and made to feel welcome. Activities may include but are not limited
to:

-  Prepare and deliver food and beverage orders (alcoholic and non-alcoholic)
-  Process cash and card transactions
-  Clear and clean tables
-  Answer customer enquiries
-  Direct customers and clients

2.  Prepare units at the start of the working day and assist with the closing down of
operations at the end of the day (depending on shift pattern) keeping to
advertised opening times. This includes:

Switching on / off equipment and lights

-  Opening / closing doors and shutters
-  Collect floats from the cash office
-
-  Cashing up at the end of the day
-  Carrying out scheduled cleaning duties in public areas
-  Report takings to the Catering Manager
-

Sign unit keys in and out

3.  Monitor stock levels (food, beverage, disposables) and inform Catering

Supervisors / Management when stock is running low. Ensure that all products
on display are clean, tidied, priced and fully stocked, and assist with taking
deliveries and orders.

4.  Demonstrate solid product knowledge including seasonal menus and food
offerings being able to advise on special dietary requirements if required,
actively promoting sales opportunities

3

5.  Uphold all legislative and licensing requirements associated with food health

and safety and the sale of alcohol including carrying out the venue’s Challenge
25 policy

6.  Maintain excellent communication between management and the shop floor,

escalating concerns and resolving customer complaints in a timely and
professional manner.

Person
Specification

Essential

Desirable

Education / Qualifications /
Memberships

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

Food safety certificate

Experience

Experience delivering face to face
customer service

Bar experience is preferable, but training
will be given

Experience handling and processing
transactions preferably gained in a retail
catering environment

Barista experience

Experience preparing food and drink
orders

Experience resolving customer complaints
and issues

Awareness of Alexandra Park and Palace’s
event programme

Skills and Knowledge

Strong verbal communication skills with
the ability to speak confidently with
customers and provide a warm welcome

Ability to multi-task and work in a fast-
paced environment

Customer focussed

Proactive and flexible approach

Team player with a ‘can-do’ attitude

Punctual and reliable

Available to work a flexible shift pattern
Including some weekends, late nights and
bank holidays depending on the event
programme

4

DIMENSIONS
Financial responsibilities

    Cash handling

  People management responsibilities
    n/a

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.

We are Collaborative

5

2.
3.
4.
5.

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

The Core Competency Framework
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

l

team

    Work together collaboratively- acting as one
1
e
v
e
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
Ignore the phone or customers


  Act divisively

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

l

    Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
e
L

  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

  Welcome change as a way to learn and grow

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
  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

6

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

  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

  Discuss things in person and not rely on

the public

email

  Be more culturally aware and understanding

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

of difference

regular basis

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

  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

l

e
v
e
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
e
L

We Will
  Be determined to deliver making best use

of the resources we have

We Won’t

  Bring problems without thinking of
possible solutions or suggestions

  Say yes more often and then work out how

  Abandon problems hoping someone else

to do it with what we have

will 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

7

8

ROLE DESCRIPTION

The Event Crew sits within the Operations team and supports the set and de-rig of all events at
Alexandra Palace.

Ideal candidates will have experience working as part of team, the ability to carry out manual
handling tasks and work well under pressure. Experience working in an events environment and
supervisory skills are an advantage.

Work will be offered on an as and when needed basis in line with event operations.

The hourly rate is between £13.85- £15.45 per hour depending on skills, experience and licenses.

Applicants must be eligible to work in the UK and hold a clean driver’s license.

To apply please send your CV to recruitment@alexandrapalace.com

CVs will be shortlisted on receipt

Key duties include:

1.  Set up infrastructure for events and other functions as required. This can include but is not

limited to: chairs, tables, signage, fencing, barriers and staging

2.  Break down and de-rig events returning equipment to the correct storage areas

3.  Load and unload equipment as directed by the Venue Logistics Manager

4.  Set up signage around the site as directed by the Venue Logistics Manager

5.  Follow department processes and procedures working safely within standard operating

procedures

6.  Use tools and machinery as directed e.g. forklift, cherry picker and scissor lift

Essential

  Clean UK driver’s license (to drive Gator around site)
  Experience working as part of a team
  Experience working with customers and responding to simple enquiries
  Good command of English language
  Ability to carry out manual handling tasks professionally
  To be physically capable of fulfilling the duties of the role
  Available to work some weekends, bank holidays and anti-social hours

IPAF license (ability to drive forklift)

Desirable

  MEWPS license (ability to drive cherry picker / scissor lift)
  Experience working in an events environment
  Experience supervising a small team
  Basic understanding of AV equipment

1

Leisure Steward
Casual shifts

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 like the darts or music gigs, to a
round of pitch and putt or a skate on the ice. We are
known for our diverse entertainment programme, our
natural parkland and panoramic views of the city.

ROLE DESCRIPTION

The Leisure Stewards are responsible for supporting
the smooth running of all Leisure operations across the
site including the ice rink, pitch and putt, and boating
lake.

Experience of working directly with customers and the
ability to ice skate with confidence are essential.
Previous experience working in an ice rink or leisure
venue is desirable.

The hourly rate is £13.85 (London Living Wage)

Applicants must be 18 or over due to the nature of work and shift patterns

HOW TO APPLY

To apply for the role of Leisure Steward please send your CV and a cover letter outlining
how you meet the requirements of the role to recruitment@alexandrapalace.com.

We have casual work available (where shifts are offered on an as and when needed basis).

Applications will be shortlisted on receipt.

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

DBS CHECK

As part of our commitment to ensure a safe environment, we require all staff who may in the
context of their role work closely with children and young people and adults at risk to
complete an Enhanced (without barred list) Disclosure and Barring Service check which will be
reviewed every three years. This role requires an enhanced criminal records check from the
Disclosure and Barring Service which we consider to be satisfactory. This will be arranged and
paid for by Alexandra Palace prior to any shifts being offered.

2

JOB TITLE

Leisure Steward – casual shifts

DEPARTMENT:

Ice Rink

RESPONSIBLE TO

Ice Rink Duty Managers

JOB PURPOSE

To support with the smooth running of Leisure operations across
Alexandra Park and Palace including Ice Rink, Pitch & Putt, and Boating
Lake, providing a friendly and approachable customer service.

KEY INTERNAL
RELATIONSHIPS

Visitor Services Assistants
Ice Rink Visitor Services Assistants
Leisure Supervisors

KEY DUTIES AND
RESPONSIBILITIES

1.  Assist customers at the different leisure operations: Ice-Rink, Pitch
& Putt and Boating Lake taking payment for activities and helping
people enjoy activities safely. May include selling merchandise or
food and drink.

2.  Deliver an efficient and effective hire service by making sure

customers are using the correct equipment, ensuring it is in good
repair and correctly stored e.g. ice skates, skating aides, pitch and
putt equipment and pedalos at the boating lake.

3.  Maintain high standards of customer service by greeting all

customers appropriately, checking tickets, answering customer
enquiries (which may relate to other events taking place at
Alexandra Palace) and behaving in a manner that upholds
Alexandra Palace’s standards and values.

4.  Working as part of a team, prepare the site for activities, private

hires and events.

5.  Establish a clean and tidy working environment maintaining high

standards of presentation throughout the site including hoovering,
picking up litter, tidying site areas, cleaning tables and emptying
waste bins

6.  Facilitate the use and maintenance of the machinery/equipment i.e.
ice re-surfacer (Olympia) by putting the ramps on the ice and
sweeping up snow ensuring that all sessions start on time with
fresh and smooth ice.

7.  Act in a health and safety capacity at site ensuring that evacuation

procedures are followed and any incidents reported to a
supervisor or Duty Manager.

3

.
PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

First Aid at Work qualification

EDUCATION /
QUALIFICATIONS

Applicants must be 18 or over due
to nature of the work and shift
patterns

Able to speak English to a level
that enables you to complete your
job effectively

DBS check (this will be arranged
and paid for by Alexandra Palace
prior to start of any shifts offered)

EXPERIENCE

Experience of working directly
with customers

Experience of working in a Leisure
environment

Experience working in a box office
with a ticketing system

Awareness of Alexandra Park and
Palace operations and events

Awareness of health and safety
processes and procedures

Experience answering customer
queries and assisting with
complaints and questions

SKILLS / KNOWLEDGE

Ability to skate with confidence

Ability to swim and willingness to
undertake Lifeguard training

Strong communications skills with
the ability to approach customers
and offer assistance

Reliable and punctual

Customer focussed

Well presented

Team player

Positive outlook with a can-do
attitude

Available to work a flexible shift
pattern including weekends,
evenings and some bank holidays

4

DIMENSIONS
Financial responsibilities
n/a

People management responsibilities
n/a

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

5

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

l

team

    Work together collaboratively- acting as one
1
e
v
e
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
Ignore the phone or customers


  Act divisively

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

l

    Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
e
L

  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

  Welcome change as a way to learn and grow

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
  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

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    Treat people with respect, irrespective of
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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

  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

  Discuss things in person and not rely on

the public

email

  Be more culturally aware and understanding

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

of difference

regular basis

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

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

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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”

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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”

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We Will
  Be determined to deliver making best use

We Won’t
  Bring problems without thinking of possible

of the resources we have

solutions or suggestions

  Say yes more often and then work out how

  Abandon problems hoping someone else

to do it with what we have

will 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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Job Title

Office Manager (Property and Facilities)

Department

Property & Facilities

Responsible
To

Head of Property and Facilities

Responsible
For

No direct line management responsibilities; supervisory responsibility for
contractors, consultants, and third-party suppliers whilst on site.

Overall job
purpose

To coordinate and support all property, maintenance, project, compliance and
heritage activity across the Alexandra Palace portfolio.

Key duties and
responsibilities

1.  Helpdesk & Reactive Works Coordination

•  Act as main point of contact for the department provide timely support to

staff, contractors and stakeholders; and manage smooth day-to-day office
operations.

•  Oversee the property helpdesk/work-order system, monitoring job

requests and proactively liaising with staff, engineers and supply chain
partners to schedule reactive works in a timely and prioritised manner in
line with event and site operations.

2.  Contractor Management and compliance

•  Coordinate contractor visits, ensuring RAMS, insurances, competencies,
statutory documentation and compliance documents are in place, and
listed building requirements are submitted and approved in advance.
Arrange access, meet contractors on arrival and ensure compliance with
site procedures.

3.  Planned Preventative Maintenance (PPM) & Statutory Compliance

•  Manage the PPM and statutory inspection programme, ensuring all
certificates, servicing records, and compliance documentation are
recorded, digitised and kept fully up to date. Schedule works in alignment
with the event diary and operational requirements.

4.  Financial Administration & Procurement Support

•  Manage financial administration for the department including raising

purchase orders, collate quotations, reconcile invoices, monitor budgets
and maintain finance trackers.

•  Support procurement processes and documentation requirements for

maintenance and project activities.

5.  Assets, Systems and Digital Files

•  Maintain the digital filing structure for the Property Team, ensuring
accurate version control, organised records and easy retrieval.

•  Update and manage the asset register

6.  Business & Administrative Support

•  Schedule and coordinate meetings, prepare agendas, minutes, record

actions and ensure follow-up across maintenance, projects, heritage and
compliance workstreams.

•  Produce monthly and quarterly reports on maintenance performance,

statutory compliance status and contractor KPIs.

•  Track trends, analyse performance, identify recurring issues and

recommend improvements to enhance efficiency and compliance.

•  Oversee supplies of office furniture, equipment and stationary materials.

7.  Project Administration and Heritage & Listed Building Compliance

•  Maintain structured digital project files and physical heritage

documentation, including consents, drawings, surveys and conservation
records, risk registers and change control documentation.

•  Liaise with Historic England, conservation architects and the local

authority conservation officer to support compliance and relationships.

8.  Health & Safety, Site Audit Support

•  Assist with organising and monitoring periodic cleaning programmes

across site.

•  Support Health & Safety audits and venue safety walks, logging findings and

tracking completion of actions.

9.  Stakeholder Engagement

•  Assist in liaising with external bodies beyond Historic England, including
local authorities, utilities providers, statutory agencies and neighbouring
stakeholders.

•  Support community engagement for heritage projects, public consultations

and information requests.

•  Coordinate tenant communication on repairs, access, compliance and

obligations.

Person
Specification

Essential

Desirable

Education / Qualifications /
Memberships

Degree or professional qualification in
facilities management e.g. Institute of
Workplace and Facilities Management
IWFM or equivalent work experience

NEBOSH, IOSH or Equivalent Health
and Safety qualification.

Experience

Experience  supervising contractors
on site

Experience of managing scheduled
building maintenance including
Mechanical and Engineering

Experience of working with open
space.

Experience of working in a
commercial, cultural, arts,
entertainment or leisure venue.

Familiarity with local government
and its procedures processes and
procurement practices.

Significant experience of working in a
similar business support role within a
complex operational environment

Experience of supporting major capital
and refurbishment projects.

Skills and Knowledge

A strong understanding of health and
safety legislation, procurement
principles, contract management and
building systems

Organised and disciplined approach
with strong prioritisation skills and the
ability to work and deliver under
pressure

Able to solve problems with confident
and effective decision-making skills,
common sense approach.

Excellent communication skills, able to
present complex information to
diverse audiences in a clear and
succinct manner.

Strong financial acumen and IT skills

DIMENSIONS

Financial responsibilities

Budget administrator

People management responsibilities

n/a

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.  We are Collaborative
2.  We are Bold
3.  We are Open and Genuine
4.  We are Passionate and Fun
5.  We are Resourceful

The Core Competency Framework

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 2 (of 4) and therefore should be demonstrating behaviours at
level 2

1.  We are COLLABORATIVE

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

We Will

We Won’t

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issues

  •  Work with other teams to raise and solve
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•  Hold regular meetings to gain team input
•  Be visibly available to my team
•  Book weekly catch ups with other teams
•  Think and act as one organisation
•  Pro-actively talk to others rather than sending

•  Encourage silos or working in isolation
•  Think our work is more important than that

of other teams

•  Make decisions without consulting other

teams that may be impacted

emails

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

We Won’t

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  •  Try new ideas and think outside the box
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•  Look for possibilities and opportunities

everywhere – taking time to think creatively

•  Have faith in my ideas and find my voice
•  Encourage the ideas of others more often
•  Utilise the experience of the whole team
•  Strive to improve the customer experience
•  Encourage others to see mistakes as learning

•  Say “I can do better” but then do nothing
•  Accept something just because it is the way

it’s always been done

•  Shut down ideas without thinking about the

pros and cons

•  Resist change because it is too challenging
•  Think “I can’t do it”
•  Say “No” but not explain why

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

l

  •  Get to know my team members
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•  Be human – show empathy and care for others
•  Thank people and make them feel good
•  Accept all - embrace different points of view
•  Confront difficult situations with openness,

sensitivity, care and empathy
•  Pro-actively address exclusion and

discrimination

We Won’t
•  Exclude people because I find them difficult or

•

challenging
Ignore or belittle the ideas or thoughts of
others

•  Allow our own view to prevail not taking into
account differences of opinion or approach

•  Tolerate exclusion or discrimination
•  Delegate to the same people as they always
say “Yes” and avoid delegating to others

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”

We Will

We Won’t

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•  Act as a role model for others by

demonstrating passion for my job and energy
every day

•  Go the extra mile – setting an example for

•  Act negatively - moaning and criticising
•  Forget to celebrate
•
•  Accept negativity or inappropriate behaviours

Just do the minimum to get by

the team

•  Make time to celebrate success
•
•  Focus on delivering quality for myself and my

Inspire, develop and build my team

team

•  Create a culture of fun so that we can all

enjoy what we do

in our teams

5.  We are RESOURCEFUL

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

We Will

We Won’t

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•  Bring solutions not just problems and

complaints

•  Take a “see it and own it” approach
•  Make smart use of our resources
•  Actively look outside for new ideas and

research

Just go for quick wins because they are easy

•  Use resources just because we have them
•  Say “no” just because of lack of resource
•
•  Allow wastage in our work areas
•  Take on too much at once
•  Create a stressful environment for myself or

•  Attend and encourage others to attend

those around me

training and conferences and bring back new
ideas

•  Understand what generates profit
•  Free up budgets to spend where most needed
•  Empower and coach my team to come up

with their own solutions

•  Make use of people’s skills from outside of

work as well as at work