Visitor Experience Assistant

Organisation: The Hunterian

Salary: Salary will be Grade 3, £19,758 - £21,197 per annum pro rata

Location: University Of Glasgow

Visitor Experience Assistant

Job Purpose

The Visitor Experience Assistant will work as part of the visitor experience team playing a vital role in delivering a first class cultural and heritage visitor experience. They will provide a warm welcome to visitors, helping them enjoy and engage with the Hunterian’s permanent collections by providing a truly memorable visitor experience whilst protecting the Universities collections.

Visitor Experience Assistants will demonstrate exemplary first-class customer service skills and will engage with clients and visitors by responding knowledgeably to a wide range of enquiries about the museum’s collection, buildings, events and activities and type of services available. They will act as ambassadors for The Hunterian and the University of Glasgow, maintaining a smart and professional appearance and providing a proactive and rewarding experience for all visitors across Hunterian venues.

Main Duties and Responsibilities
1. To be an ambassador for The Hunterian venues, providing a proactive and warm welcome for all visitors. Promoting a positive image of the University always by personally living the values, maintaining a smart and professional appearance and assisting visitors in a friendly, courteous manner upon arrival and throughout the rest of their journey. To bid a warm farewell to all visitors, actively seeking feedback and encouraging repeat visitation.
2. To proactively engage, interact, communicate and assist visitors in how best to maximize their enjoyment of the collections. Actively add value to their experience by responding knowledgeably to a wide range of enquiries about the Hunterian’s Collections, buildings, events, activities and type of services available. The Visitor Experience Assistant should be able to convey information regarding local visitor attractions and other tourism highlights.
3. To provide tours in the Mackintosh House and talks to visitors/groups on specific objects.
4. Working to support all members of the Visitor Experience Team by monitoring the Hunterian events diary. To undertake set ups for all events in the Hunterian venues including the moving of furniture and AV equipment in accordance with specifications and plans.
5. To deliver, receive and redistribute stores, stationery, mail, parcels and other goods across Hunterian venues. Complete and hold accurate records of incoming goods as per requirements.
6. Attend regular briefings, training and meetings as set out by the Visitor Experience Team Leaders and Visitor Experience Manager and participate in an enthusiastic and proactive way.
7. Assist with keeping all Hunterian venues clean and well presented, including clearing away after events and assisting with event set-ups.
8. To provide a vigilant presence within the venues ensuring that no damage occurs to the exhibits, or to the fixtures or fittings and ensure proactive fault and maintenance reporting to Estates Services and IT helpdesk, thereafter, monitoring them through to completion.
9. Following training act as Fire Warden/Evacuation Chair operator to ensure the safe evacuation of University buildings and act as first responder to all emergencies including administering first aid following first aid training.
10. Provide content for social media were appropriate.
11. Undertake periodic compliance checks of The Hunterian venues to ensure a safe working environment for customers/students, including routine fire safety checks, routine lighting inspections. Complete and hold accurate records of checks including using relevant computer systems and software packages.
12.To assist as required with general and emergency cleaning internally and externally, restocking of consumable items and any accidental spillages,
13. Regularly review the building manual and highlight areas in need of updating due to changes in the building or process and policy changes. Update sections as directed by Visitor Experience Team Leader or the Visitor Experience Front of House Manager.
Knowledge, Qualifications, Skills and Experience
Knowledge/ Qualifications
A1 Either: Scottish Credit and Qualification Framework level 4 in English and Mathematics (National 4) or equivalent, and some experience of working in a similar role. Or, ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.

B1 Good knowledge and understanding of the University’s exhibitions and displays.
B2 An awareness of the Equality Act 2010.
B3 Customer Care/Welcome Host qualification(s.)
B4 Knowledge of procedures to be followed in monitoring and reporting visitor behaviour.
B5 Knowledge of the University, policies and procedures, systems and geography, along with a working knowledge and understanding of services provided through University Services.
B6 Understanding of relevant health and safety policies and procedures relative to the role, including manual handling, fire safety and security to ensure you can work safely and respond appropriately to support emergency evacuations.

C1 A proactive, flexible and enthusiastic approach to work with focus on providing a first class visitor experience.
C2 Demonstrable customer care skills.
C3 Good interpersonal, written and oral communication skills to communicate effectively with students, staff and visitors in a courteous and diplomatic manner.
C4 Self-motivated, able to manage time effectively with ability to work effectively as part of a team and unsupervised.
C5 Working knowledge of IT packages such as MS Office, EPOS & Outlook as these will be used to support the on-line fault reporting system and accurately record compliance checks.
C6 Willingness to develop and enhance own skills and knowledge by participating in training to acquire additional skills such as manual handling awareness and broaden knowledge.
C7 Demonstrable ability to act in ways that supports equality and values diversity, including treating all those you meet, with courtesy and respect irrespective of background.

D1 First Aid skills (training will be provided).
D2 Ensure a commitment to Health and Safety and Sustainability.

E1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.
E2 Experience providing excellent front line customer focus in a visitor attraction service to a range of customers and visitors.
E3 Experience of cash handling
E4 Experience of systems and procedures that apply to cultural visitor venues with some experience of working within wider University systems and procedures or from within a comparable visitor attraction.

F1 Some experience gained from working in a similarly prominent culture and heritage institution.
F2 Experience of health and safety legislation within a working environment and responding to emergency alarms.

Terms and Conditions
Salary will be Grade 3, £19,758 – £21,197 per annum pro rata.

The University is recruiting a further 4 Visitor Experience Assistants, all are part time with hours ranging from 8 to 16 per week, including weekend working. 1 Visitor Experience Assistant post is fixed term (Jan – Aug 2023) and 3 posts are open ended:

Post 1: 16 hours per week, Tuesday to Friday, 11.00 – 15.00 and open ended.
Post 2: 13.5 hours per week, Saturday & Sunday, 09.30 – 17.15 and open ended.
Post 3: 13.5 hours per week, Saturday & Sunday, 09.30 – 17.15 and fixed term.
Post 4: 8 hours per week, Saturday & Sunday, 11.00 – 15.00 and open ended.

It will be assumed you wish to be considered for all available hours and shift patterns unless you specify otherwise on your application.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension – pensions handbook, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community

We endorse the principles of Athena Swan and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website for more information.
Vacancy Ref : 100728 Close Date : 02-Nov-2022 23:45

Application Deadline: Wednesday 02/11/2022