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JOB DESCRIPTION
Job Title Retail and Admissions Assistant
Department Trading – IWM North
Responsible to Retail & Admissions Manager
Salary Range £9,757 to £11,040 per annum
Principle Accountabilities
Admissions
· Managed by the Retail and Admissions Manager the busy Kiosk is the first point of contact that visitors have with the museum. You will assist and support the Manager through the greeting of visitors, logging of visitor numbers, recording visitor profiles, lifestyle data and asking market research questions. You will need to issue each visitor to the museum with a museum floor plan and be aware of the importance of dealing with any queries in a professional and efficient manner and you will need knowledge of where to find things within the galleries and within other departments.
· You are responsible for promoting and maximising sales of the Museum’s Guide Book and sound guide.
· You will be required on occasion to make tannoy announcements in the Museum.
Information Desk
· Managed by the Retail and Admissions Manager, the Information Desk is an important Front of House function. You will assist and support the Manager when on the Information Desk by responding to all visitor questions in a professional and efficient manner.
Shops
· Under the general guidance of the Retail and Admissions Manager your main duty is to provide excellent customer care and to generate sales
· You will play an important role in mechanising using fixtures and fittings to their maximum effect to generate sales.
· You will have an active role in merchandising and housekeeping and will ensure that shelves and display fixtures are always fully merchandised, and that stock is correctly and appropriately ticketed in accordance with the price marking law
· Stock Control duties will involve assisting with deliveries and will ensure that they are properly and neatly stored and that relevant paperwork is completed accurately and without delay.
· You will keep the Retail and Admissions Manager informed of stock levels carrying out spot checks when required by the Buying Office.
· You will play a key role in stock-takes, preparing stock and counting the stock.
Customer care
· Awareness of customers needs by helping, advising and providing a pleasant and efficient service at all times.
· Enhance our reputation as a value visit through enhanced customer satisfaction and retention with a focus on communication, customer care and the actualities of War and the Museum.
Security
· Responsibility for the tills while in use and operating the tills accurately, in accordance with the Museums Procedures.
· Notifying the Retail and Admissions Manager of any of change requirements and when the till needs clearance.
· Monies and stock
Housekeeping
· Responsibility for ensuring that the selling areas, store and office are kept clean, dust free and tidy at all times.
· Responsibility to other members of staff and to yourself when handling and moving stock
This is not, however an exhaustive list of duties and the Museum’s management may at any time, allocate other tasks, which are of a similar nature or level.
The Organisational Context
The Imperial War Museum runs a successful retail operation, which generates an annual income of over £2.7 million. There are shops at The Imperial War Museum London, HMS Belfast, The Cabinet War Rooms, Duxford Airfield (near Cambridge) and Imperial War Museum North (based in Manchester). The Museum also offers a Mail Order Service. The administrative offices are based at Lambeth Road and there is a central warehouse at Duxford Airfield. In addition to retailing, the Department of Trading is responsible for the busy admissions, which is the first point of contact that visitors have with The Museum.
This post is based at the Imperial War Museum North, Manchester. The shop sells a wide range of books, posters, postcards, videos, audio cassettes, and gifts, which range from pocket money products to expensive collectors’ items. Merchandise and publications are wide-ranging, covering themes from military history to wartime food.
In addition to retailing, the Division of Public Services is responsible for a wide range of activities including Marketing, Visitor Services, Exhibitions, Education, Research and Information and Financial Controls.
Staff Uniform
Staff uniform of a black T-shirt during the summer and Sweatshirt during the winter is provided. These will carry the IWM North logo and must always be worn whilst on duty.
It is your responsibility to ensure that the uniform is well maintained and presentable.
You are expected to wear black trousers or a skirt with black shoes whilst on duty which are not provided by the Imperial War Museum. Hair must be neat and tidy at all times.
Additional Information
Terms and Conditions
· A full time post holder will normally work a five-day week of 42 hours gross on a two-week roster:
Week one: Monday to Friday,
Week two: Monday to Friday - 3-day week and Saturday and Sunday, 2 rest days to be taken (between Mon - Fri) in agreement with management.
Hours of work: 9.45 a.m. to 6.15 p.m.
This includes the requirement to work three consolidated Public Holidays as agreed with the Trading Manager. Please note that the Management reserves the right to revise the above roster system whenever necessary. You will need to have some flexibility as you will be required to work occasional additional weekends, and at evening receptions (including exhibitions and book launches). From time to time you will also be expected to provide cover for other London sites when there are staff shortages. You may also be required to attend for duty on additional Public Holidays, holidays agreed with the government and on occasions, to work unsocial hours.
The Museum and shop are open throughout the year except for 24,25 and 26 December.
· The annual leave allowance is 22 days per annum, rising to 25 after one year’s service and 30 days after 12 year’s service.
· The successful candidate will be on probation for six months.
· The Museum has introduced a total ban on smoking in all its buildings.
· The normal retirement age for staff of the Imperial War Museum is 60 years.
Salary
The salary range for this post is £9,757 to £11,040per annum. Starting salary is usually at the minimum of the range but exceptionally a higher salary may be offered on exceptionally a higher salary may be offered depending on experience, skills and qualifications. Salary increases are in line with the Museum’s Performance Pay Scheme.
Band
All posts in the Museum are allocated to a Band to indicate approximately the level of responsibility of the post and position in the Museum’s structure. As the Retail & Admissions Assistant, your Band Allocation will be Band E. Please note that this band allocation is subject to review.
Benefits
The benefits listed below are discretionary and the Imperial War Museum reserves the right to vary or withdraw them at any time. All such benefits apply during the course of your employment only.
· The Museum is a member of the Civil Service Pension Scheme. The Civil Service offers a choice of final salary and stakeholder pension, giving you the flexibility to choose the pension that suits you best.
· An interest free season ticket loan scheme after three months service
· 20% discount in the Museum Shop
· 25% discount in the Museum Restaurant
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| Required Skills: |
Person Specification
Aptitudes and Abilities
· You will need to pay attention to detail
· Be a good communicator with a clear speaking voice
· To have a cheerful personality
· A smart appearance
· A strong commitment to customer care, with the desire to exceed customer expectations
· It is also envisaged that the jobholder should have an interest in the history of Twentieth Century conflict.
· You will need to have some flexibility as you may also, on occasions, be required to work additional hours, which will be paid at the appropriate museum rates.
Experience
· 1 years retail experience |
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| Application Instructions: |
Selection
The candidates who appear from the information available to have the best qualifications and experience will be invited to interview. It is thus essential that your completed application form give a full but concise description of the nature, extent and level of the responsibilities you have held.
To apply, please send your completed application form to Julia Clegg, Department of Personnel, Imperial War Museum, Lambeth Road, London, SE1 6HZ.
The closing date of receipt of application forms is Friday 16th January 2003 at 5pm.
For more details on the Museum, see our website at www.iwm.org.uk
The Imperial War Museum is committed to a policy of Equal Opportunities. |
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