OPPORTUNITY ID

549
Location
HMS Belfast - London
Career Level
B
Salary
£16,804.80 per annum pro rata, £28,008 per annum FTE
Hours
22.5 hours net per week
Department
Retail, Admissions, Publishing & Brand Licensing
Position type
Permanent
Job Summary
HMS Belfast
HMS Belfast attracts over 300,000 visitors each year. The branch charges an admission entry fee and manages the arrival of pre booked groups. The Retail and Admissions operation comprises a ticket desk and shop.
Admissions: The key roles and functions are focused on welcome and income, specifically supporting the branch manager in implementing their vision of standards and best practice. This includes providing an excellent visitor welcome; information about the ship; entry ticket sales and guidebook sales.
Retail: The key roles and functions for Retail are focused on product knowledge, sales drive, team working and customer service, specifically supporting the branch manager in their vision of standards and best practice. HMS Belfast has one shop, situated in the admissions area.
As a member of the Retail and Admission team you will be in a key, customer facing role, welcoming visitors to the museum, providing them with detailed information and consistently delivering the highest standards of customer service. A strong drive for achieving sales targets and the confidence to approach visitors and actively sell a wide range of products is essential. In addition, you will support the Retail and Admissions Manager in all aspects of the day to day running of the operation at HMS Belfast ensuring our standards are delivered by the Retail and Admissions team.
This role is 22.5 hours per week, primarily covering weekends and one other day

Duties include:

• To assist with creating daily staffing rotas for the shops and the admissions desks and to ensure that staffing levels reflect the needs of the business at all times.
• To use IWM’s till systems and your extensive knowledge of the museum’s tickets to provide the most suitable options for our visitors, whilst maximising revenue at admissions, promoting gift aid, donations and membership and to sell and promote with enthusiasm.
• To exceed all retail sales targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
• To work towards, and take responsibility for achieving branch key performance indicator targets, including guidebook ratio, average transaction value and spend per visitor.
• To assist with the monitoring of staff sickness and punctuality, addressing issues as they arise, and informing the Retail & Admissions Manager and Deputy Manager if standards are not being met.
• To assist with the training and induction of all new staff, and lead by example at all times.
• To fully answer customer enquiries and deal with complaints in a calm, professional manner, processing refunds where appropriate.
• To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to audit and security requirements, both on the shop floor and whilst cashing up, showing exceptional attention to detail at all times.
• To ensure that the admissions operation runs smoothly at all times. This includes selling tickets to visitors, performing change requests, ensuring audioguides are available to all visitors including groups at all times of opening.
• To help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered according to retail guidelines
• To ensure that stock is correctly priced and coded and that when scanned at point of sale prices are correct and entered correctly on our EPOS till system.
• To assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant paperwork is completed accurately and without delay.
• To ensure all Retail and Admissions spaces are kept clean, well-stocked, well presented and merchandised to the highest standards at all times providing visitors with a perfect shopping environment and atmosphere.
• To inform the Retail and Admissions management team when stock or sundries are running low, and to bring to their attention any issues that may be prejudicial to the successful and smooth running of the operation generally
• To play an integral role in the preparation and counting of stock at branch stock takes in accordance with IWM requirements and procedures.
• To take pride in your appearance and personal presentation as a representative of IWM and ensure this is reflected in your punctuality, attendance and commitment to the role. To act as an ambassador for IWM, and to behave professionally at all times. To ensure that you are fully aware of all Retail and Admissions policies and procedures and are also well informed of any changes to policies and procedures within IWM as a whole. To take responsibility for these policies and procedures, ensuring they are met by you and by the rest of the team.
• To assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance in order to ensure expectations are met. To feedback regularly to staff on their performance, through regular one to ones and annual appraisals where appropriate.

FOR A FULL LIST OF DUTIES AND THE PERSON SPECIFICATION (WHICH YOUR APPLICATION WILL BE MARKED AGAINST) PLEASE VIEW THE JOB DESCRIPTION.

Closing date for applications

Duties include:

• To assist with creating daily staffing rotas for the shops and the admissions desks and to ensure that staffing levels reflect the needs of the business at all times.
• To use IWM’s till systems and your extensive knowledge of the museum’s tickets to provide the most suitable options for our visitors, whilst maximising revenue at admissions, promoting gift aid, donations and membership and to sell and promote with enthusiasm.
• To exceed all retail sales targets in the shop through proactive, positive interactions with our customers, excellent product knowledge and suggestions and the up selling of linked items.
• To work towards, and take responsibility for achieving branch key performance indicator targets, including guidebook ratio, average transaction value and spend per visitor.
• To assist with the monitoring of staff sickness and punctuality, addressing issues as they arise, and informing the Retail & Admissions Manager and Deputy Manager if standards are not being met.
• To assist with the training and induction of all new staff, and lead by example at all times.
• To fully answer customer enquiries and deal with complaints in a calm, professional manner, processing refunds where appropriate.
• To ensure that the IWM’s financial and cash handling procedures are strictly adhered to in relation to audit and security requirements, both on the shop floor and whilst cashing up, showing exceptional attention to detail at all times.
• To ensure that the admissions operation runs smoothly at all times. This includes selling tickets to visitors, performing change requests, ensuring audioguides are available to all visitors including groups at all times of opening.
• To help maintain the accuracy of the EPOS System by ensuring the stock is correctly keyed at point of sale, customer returns, write-offs, markdowns, price changes and supplier stock returns are administered according to retail guidelines
• To ensure that stock is correctly priced and coded and that when scanned at point of sale prices are correct and entered correctly on our EPOS till system.
• To assist with deliveries ensuring that stock is safely and neatly stored in the stockroom and that relevant paperwork is completed accurately and without delay.
• To ensure all Retail and Admissions spaces are kept clean, well-stocked, well presented and merchandised to the highest standards at all times providing visitors with a perfect shopping environment and atmosphere.
• To inform the Retail and Admissions management team when stock or sundries are running low, and to bring to their attention any issues that may be prejudicial to the successful and smooth running of the operation generally
• To play an integral role in the preparation and counting of stock at branch stock takes in accordance with IWM requirements and procedures.
• To take pride in your appearance and personal presentation as a representative of IWM and ensure this is reflected in your punctuality, attendance and commitment to the role. To act as an ambassador for IWM, and to behave professionally at all times. To ensure that you are fully aware of all Retail and Admissions policies and procedures and are also well informed of any changes to policies and procedures within IWM as a whole. To take responsibility for these policies and procedures, ensuring they are met by you and by the rest of the team.
• To assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance in order to ensure expectations are met. To feedback regularly to staff on their performance, through regular one to ones and annual appraisals where appropriate