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Job Title:    Welcome Team Supervisor
Organisation:    Westminster Abbey
Salary:    £29,652 p.a.
Type:    Full-Time Position
Location:    London, England
Closing Date:    Monday, January 21st, 2019
Job Ref No:    
 
Job Description:
Operational Duties

1. Ensuring that all Welcome Team staff (including any agency support and work experience students) provide a warm and welcoming environment for our visitors

2. Actively assisting and directing visitors, offering information and assistance

3. Managing the procedures for visitor arrivals including media guide set up, info desk/welcome areas and undertaking/assisting with daily team briefings

4. Providing operational hands on assistance when required

5. Acting as a first point of referral for all enquiries, problems and complaints

6. Managing the daily schedule and media guide operation, including any special events and activities taking place

7. Managing the start and end of day till procedures and demonstrating a clear knowledge of the running of the Abbey’s ticketing system and procedures

8. Troubleshooting operational activity and coordinate staff changes where necessary

9. Deputising for the Cashier Operations Manager when necessary



Managing the Team

10. Monitoring the presentation of staff, volunteers and public areas and addressing any shortfall in standards

11. Producing a rota, allocating responsibilities according to business needs to provide efficient and cost effective service; checking timesheets; allocating annual leave; monitoring lateness & sickness absence taking action where necessary

12. Recruiting, leading, motivating, coaching and guiding the team. Monitoring staff performance, setting targets, ensuring their welfare and providing regular performance reviews and feedback. Taking disciplinary action if needed in accordance with Abbey policy

13. Actively promoting and setting an example of high standards of service, conduct and professionalism

Health & Safety

14. When necessary assisting in any evacuation, accident and emergency procedures

15. To have a good level of Health & Safety awareness whilst carrying out tasks for the safety of themselves and others

16. Completing a pre-opening and closing check of relevant public areas to ensure visitor safety and cleanliness

17. Ensuring that safe working practices are adopted; that all workers comply with Health and Safety requirements including undertaking any training necessary and that due attention is paid to health, safety and welfare of the public and workers within the Abbey and its precincts
Required Skills:
Essential

1. At least 2 years’ experience in a supervisory role, with experience of managing and developing staff

2. Excellent administrative skills

3. Strong IT skills (MS Office intermediate level)

4. Experience in a front line customer service environment including managing and improving the customer experience

5. An effective communicator, both written and verbal with proven organisational ability and strong attention to detail

6. Working knowledge of Health & Safety procedures

7. Experience of managing teams in a venue/visitor attraction setting with a focus on providing and promoting first class customer service standards

Personal Attributes

8. Sensitivity to the ethos of a Church and an ability to work within it

9. Commitment to developing a culture of warm and generous service within the Abbey

10. A well-presented, positive ‘hands on’ manager who uses a flexible, open approach in order to provide the best experience

11. Resilience, with a collegiate approach and the ability to work under sustained pressure

12. An ability to work flexible hours and at weekends

Desirable

13. Experience of using a box office or ticketing system


This Job Profile will be kept under review and may be amended by the Dean & Chapter from time to time. Any proposed changes will be discussed with the post holder.
 
Application Instructions:
For an application form please visit Westminster Abbey website.
https://www.westminster-abbey.org/about-the-abbey/jobs-volunteering/employment-opportunities

Applications must be received no later than noon on Monday 21 January 2019 via email: applications@westminster-abbey.org. CVs will not be accepted. Interviews are scheduled for Friday 25 January.
 
Contact Name:    Ms Karen Alveranga
Contact Tel:    0207 654 4864
Contact Fax:    00441 0207 233 2072
Contact Email:     karen.alveranga@westminster-abbey.org
Website:     http://www.westminster-abbey.org
Address:     The Chapter Office, 20 Dean's Yard, London, .