Visitor Services Assistant Reception - Campus ServicesGrade 3
Visitor Services Assistant Reception - Campus ServicesGrade 3
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£ 25618 - 27126
1 Vacancy
Job Description
Position Details
Campus Services
Location: University of Birmingham Edgbaston Birmingham UK
Full time starting salary is normally in the range 25618 to 27126
Grade: 3
Full Time Permanent
Closing date: 20th April 2025
Are you considering a career at the University of Birmingham
Our Recruitment Team is hosting onetoone conversations to help you understand the application process provide updates on existing applications and answer general questions about working at the next appointments are available on Friday 28th March; clickhereto book. Further dates and opportunities to connect with us in person will be advertised on future job listings.
Our offer to you
People are at the heart of what we are and do.
The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years andweare equally proud to be recognised as a leading global want to attract talented people from across the city and beyond support them to succeed and celebrate their success.
We are committed to helping the people who work here todevelopthrough our sectorleading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full almost 5000professionalservices jobs in a widerange of functionsin Edgbaston andin our campus inDubai there are plenty of opportunities foryou to be able to develop yourcareer at the University.
We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas innovation and warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we areand how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and depending on the role we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible working addition you will receive a generous package of benefits including 40 dayspaid holidaya year one paid day a year for volunteering occupational sick pay and a pension scheme. We also have three high quality subsidised day nurseries.
The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus including main bus routes and a train station on campus we have a stateoftheart sports centre with pool shopsplaces to eat and drinkour own art gallery museum and botanical gardens.
Find out more about thebenefits of working for the Universityof Birmingham
Background
The post holder is part of the Visitor Services Team at Winterbourne House and Garden part of Campus Services.
Role Summary
Winterbourne House and Garden welcomes over 80000 visitors a year.
Part of the Visitor Services team the post holder runs the Visitor Reception at Winterbourne House and Garden on a daily basis and occasionally assist in the Shop welcoming visitors issuing tickets selling Membership and providing excellent customer service. The key face on Reception they are the first point of contact for a wide range of visitors providing an informed welcome for an exceptional visit whilst also ensuring all internal KPIs are achieved.
Winterbourne is open 7 days a week January to December. The role operates on a rolling rota of 5 days out of 7. This includes regular weekend and Bank Holiday working.
To view an example rota please click here.
Main Duties
Front of House
- Working in Visitor reception be familiar with and implement agreed Winterbourne House and Garden Service Standards projecting a welcoming and friendly presence to all visitors to the site.
- Open the Reception and prepare the house daily for visitors.
- Welcome all visitors to the property issuing tickets checking Membership cards etc.
- ActivelypromoteGift Aid on Entry Winterbourne Membership and Guidebook sales to achieve budgetary targets.
- Oversee the welcoming of Groups to the property and the facilitation of their planned visit.
- Promote and sell tickets to events.
- Oversee the daily delivery the Visitor Survey to meet set quotas.
- Work with Visitor Survey and Fundraising volunteers to ensure Survey targets are met and Raffle sales promoted.
- Monitorvisitorflowinordertoefficiently minimisequeues and prevent overcrowding.
- Ensurethatthevariousconstraintsonvisitorswhichareessentialtothesafekeepingoftheproperty and its exhibitsareappliedinasympatheticmanner.
- OperateEPOS till/card transaction machineswiththe appropriate levels of skill and accuracy.
- Acquireasoundknowledgeofthe House and Garden soastoensureallvisitorsreceiveappropriatewelcomeandareprovidedwithaccurateinformation.
- Be part of the property First Aid team providing First Aid to staff and visitors as required.
Administration
- Process Membership and visitor data accurately in the required systems.
- Process the Winterbourne Contacts Mailbox and deal with messages within the appointed time frame.
- Maintain compliance with GDPR for all data by abiding by laid down procedures.
- Record visitor and membership data and compile monthly reports.
- Answering the telephone transferring calls to the appropriate person in a professional and timely manner.
- Dealing with queries and taking details of the query to escalate where appropriate; this may include dealing with complaints where possible.
- Assist with the accurate daily banking returns to University of Birmingham Accounts.
- Carry out required Health and Safety checks for the Reception and house area and complete associated records reporting any issues.
You will be expected to treat everyone with dignity and respect supporting equality and valuing diversity.
Any other duties as may be reasonably required within the grade of role.
Required Knowledge Skills Qualifications Experience
- Literacy and numeracy skills which may be evidenced by GCSE Maths and English DG/13 or similar level 1 equivalent no equivalent qualification is held relevant work experience evidencing the skills and ability to undertake the role will normally be required.
- IT skills Demonstrable competency in the use of Microsoft office programmes especially Excel and Outlook. Previous use of CRM systems would be advantageous. Training will be given on bespoke systems.
- Excellent face to face communication and interpersonal skills.
- Accuracy and attention to detail is essential.
- An ability to organise your own activities within a schedule.
- A customer focussed approach.
- Previous experience of working on a busy reception desk is desirable.
- Ability to learn and understand how diversity considerations affect own area ( requirements/dress code).
Dimensions
- The post has no direct line management responsibility for other staff but does oversee a small Volunteer team.
- The post has no budgetary or financial responsibility.
Planning and Organising
You will follow a schedule set by your supervisor but will be able to organise activities within the schedule.
Problem Solving and decision making
Able to deal with customer queries and simple requests on day to day tasks without reference to others.
Internal and External relationships
Visitors colleagues students potential suppliers.
DBS required
The University is committed to safeguarding and we promote safe recruitment practice therefore all associated preemployment checks will be undertaken before any appointment is to the nature of the work undertaken in this role all successful applicants will be subject to a satisfactory DBS clearance prior to appointment.
Informal enquiries to Tessa Lovell email:
View our staff values and behaviourshere
We believe there is no such thing as a typical member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability which is a key part of our strategy. You can find out more about our work to create a fairer university for everyoneon our website.
Employment Type
Full-Time
