Visitor Experience Assistant

They ensure that visitors receive an excellent experience whenever they visit so that IWM is able to achieve the financially sustainable income needed from our visitors. Recommendations from visitors who had a great time (both online and word of mouth) are essential to IWM success. There should be consistent visit quality for all visitors, whenever they arrive, across 7 days per week, but this should be able to be adapted to the requirements of each individual. The VEA should understand the organisational objectives for visitors and promote other products and services including events and tours, guidebooks, membership, shops and cafes to maximise IWM's revenue. Working alongside team of volunteers they should ensure that visitors receive an excellent welcome to the site, with clear orientation, assistance in getting the best out of every visit and a thank-you for their visit on departure.

Key duties

You will be expected to work independently as well as across different teams in order to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.

You will focus at all times on delivering excellent customer service, ensure value for money at all times while being professional, courteous and demonstrating the behaviours and attributes expected of all IWM employees. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.

You will be expected to work across departments effectively, working with individuals, partners and where appropriate volunteers.

To identify and implement learning and development needs for both yourself and your team, including volunteers, if appropriate.

For a full list of duties and the person specification (which your application will be marked against) please view the Job Description on the IWM Jobs Website.