Retail & Admissions Supervisor

at  Imperial War Museums

OPPORTUNITY ID

475
Location
Churchill War Rooms
Career Level
B
Salary
£26,971
Hours
37.5
Department
Retail and Admissions CWR
Job Summary
The Retail and Admissions department welcomes over 2 million visitors each year. The department has 5 permanent Retail and Admissions operations across the IWM branches. The department is responsible for generating income and profit for IWM; delivering a product range that is unique, relevant and inspiring; providing excellent customer service and visitor welcome and the department acts as an ambassador for the IWM brand and values.
Beneath the Treasury on Whitehall, Churchill War Rooms houses the very rooms from which Winston Churchill and his war cabinet directed the war. Over 500,000 visitors a year come to explore the historic rooms and discover the stories of those who lived and worked here. And the rooms themselves are only half the story; there is also the award winning Churchill museum to explore, to learn all about the man himself.
As a member of the Retail and Admissions 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 and Deputy Manager in all aspects of the day to day running of the operation at Churchill War Rooms. You will be responsible, with the rest of the management team for ensuring every one of the 20+ retail and admissions assistants are delivering exceptional customer service, hitting team and individual Key Performance Indicators (KPIs) and following up on performance issues if they arise in a timely and professional manner.
Admissions: The key roles and functions for Admissions is visitor welcome, ticketing, guidebook sales, audioguides and membership. As a supervisor you will be expected to lead by example in achieving the guidebook ratio as well as accurately processing transactions, to ensure every customer has the best possible experience. You will help to ensure that our high standards are met by every member of the retail and admissions team.
Retail: The key roles and functions for Retail are focused on product knowledge, sales drive, team working and 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. Churchill War Rooms has one shop, situated near the exit of the site.

Closing date for applications
September 15th 2024, 11:55 PM
Interview Details
Interviews for this post are planned for the week commencing XXXXXXX
Benefits

The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.

• Full-Time Equivalent Annual Leave: from the start we will give you 25 days of annual leave, with public holidays on top. After 3 years, this allowance increases to 27 days and after 5 years, you’ll get 30 days —an opportunity for rest, rejuvenation, and personal pursuits.
• Company Group Pension Plan: Our commitment to your financial well-being includes competitive employer contributions to your pension starting at 7% to a maximum of 12%.
• Enhanced Maternity and Paternity Benefits: Celebrate life’s milestones with confidence, knowing that our policies support growing families.
• IWM4me: Tailor your benefits to your unique needs through IWM4me. Access health, protection, and lifestyle benefits at corporate rates, ensuring your holistic well-being.
• Free Sanitary Products: We prioritise your comfort by providing free sanitary products across all our sites.
• Retail Discounts: 25% off IWM Cafes, 20% discount in on-site shops, Benefits hub offering retail discounts to several high street shops (via our EAP provider) and MyActive discounts for health and wellbeing based retail discounts (via IWM4me)
• Free Entry to IWM Air Shows: Witness the thrill of vintage aircraft at our air shows.
• Free Entry to Partner Museums & Galleries: Immerse yourself in art, history, and culture through our reciprocal arrangements with other institutions.
• In-House Training Programmes: Fuel your intellectual curiosity and professional growth through our comprehensive training initiatives.
• Season Ticket Loan Scheme: Simplify your daily commute with our interest-free loan program.
• Cycle 2 Work & Cycle Hire: Promote well-being and environmental consciousness by cycling to work.
• Eye Tests: Money back up to £80 for an eye test and a new pair of glasses.
• Employee Assistance Programme: Access confidential support for personal or work-related challenges.
• Benenden Healthcare & Dental Insurance: Prioritise your health with access to quality healthcare services (subject to terms and conditions).
• Civil Service Sports Club Membership: Opportunity to join and enjoy additional discounts and perks as part of a vibrant community.
• Staff Events and Networks: Join fellow colleagues in social gatherings and events, fostering camaraderie and shared experiences.

…and more!
Ready to embark on this exciting journey with us? Apply now and become part of IWM!
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:
A basic check, which shows unspent convictions and conditional cautions.
Equal Opportunities and Flexible Working
IWM is committed to a policy of Equal Opportunities.
We miss out when people feel IWM isn’t for them, and are committed to removing and reducing barriers to make IWM open to everyone.
Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our visitors to the facilities we make available to public.
At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds.
We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruitment contact, as we are open to discussing agile working opportunities during the hiring process.