Visitor Experience Assistant & Duty Officer

at  Jane Austens House

ABOUT YOU

• Excellent customer service skills and experience of working in a public facing role
• Experience of being in a supervisory role and/or being a key holder
• Strong communication skills (both written and verbal) and a genuine enjoyment of talking with visitors and sharing stories
• Excellent interpersonal and team working skills
• A proactive, engaged, and enthusiastic attitude
• Flexible and willing to learn
• Must be available to work weekends
• Ability to work alone and as part of a supportive team

FOR THE FULL JOB DESCRIPTION AND DETAILS OF HOW TO APPLY, PLEASE VISIT WWW.JANEAUSTENS.HOUSE/JOBS

Job Type: Permanent
Pay: £12.31 per hour
Expected hours: No less than 7.5 per week
Work Location: In person
Application deadline: 16/02/2025
Reference ID: Visitor Experience Assistant & Duty Office

ABOUT THE ROLE

Visitor Experience Assistants (and Duty Officers) are the first and last people our visitors meet here at Jane Austen’s House. As a VEA you would play a vital role in shaping their visit, ensuring that their time here at this special place is welcoming, comfortable, and inspiring.
You will also help to deliver our retail offer, working with our Head of Commercial & Visitor Experience and Visitor Experience Team Leader to ensure that our retail ranges are presented at their best and that we make sure our visitors find the perfect souvenir of their visit to Jane Austen’s House.
This role also requires you to be a key holder and Duty Officer, on a rota basis. The role is at the heart of our small, lively, and enthusiastic team at Jane Austen’s House. By working to create an exceptional visitor experience and to boost income, you will play an important part in the Museum’s ongoing success.
This is a permanent position, to support the museum as we enter a significant year celebrating Jane Austen’s 250th birthday. The role is a minimum of 7.5 hour a week (1 day), increasing in peak season. Full training will be provided.
All applicants must be able to work weekends.
There is limited public transport to Chawton, so access to your own transport is strongly recommended.
Hourly wage: £12.31

KEY TASKS:

• Providing a warm and meaningful welcome to the site
• Be a key holder and Duty Officer, taking responsibility for the day-to-day running of the site on a rota basis
• Be first aid at work certified (training provided)
• As part of being a Duty Officer proactively engage with and support our volunteer stewards on site
• Be the first point of contact for visitors and groups, delivering the highest standard of customer service, ensuring visitors feel welcome, informed, and inspired.
• Using our EPOS till system to redeem pre-booked tickets, sell tickets and retail products.
• Develop a good knowledge of the history of the House and Jane Austen, to be able to answer visitors’ questions.
• Develop good product knowledge of our retail range, and proactively share this with our visitors.
• Actively help to support the Museum’s finances through increasing Gift Aid donations on admissions income.
• Play an active role in stock control and retail management, working with the Head of Commercial & Visitor Experience to achieve annual targets.
• Support the Visitor Experience Team Leader and Head of Commercial & Visitor Experience with processing online retail orders.
• Assist with the delivery of our onsite and online events programme.
• Be a positive, enthusiastic, and engaged member of the team at Jane Austen’s House
• Adhere to all the JAH cash management, Health and Safety and Fire Safety procedures.
• Any other reasonable duties as might be required.