Visitor Services Team Leader

Visitor Services Team Leader
Employer: Chiltern Open Air Museum
Salary: £20,000
Location: Chalfont St Giles

We are seeking a candidate with exceptional people and organisational skills to manage our vital volunteer operation and support the delivery of an excellent visitor experience.

The Museum is an award-winning independent museum and charity in the Chalfonts, Bucks, with a collection of 33 rescued historic buildings set in 45 acres of beautiful Chilterns landscape. Around 60,000 visitors each year enjoy exploring over 2,000 years of history represented by the traditional cottages, rural industries, tin chapel and working historic farm with livestock.

This role forms a key part of the Visitor Experience team. You will report to the Visitor Experience Manager for the day-to-day running of the Visitor Experience operation at the Museum, and will help to fulfill the daily Duty Manager role on a rotational basis.

To provide management of the volunteer programme, ensure the provision of an excellent visitor experience and support the day-to-day operation of the Museum.
Support the Visitor Experience Manager in delivering outstanding customer service at all times, including providing appropriate assistance to visitors with specific needs and co-ordinating access resources
Assess and meet the Museum’s needs through the recruitment, placement and retention of volunteers
Develop the volunteering experience, in consultation with volunteers, to encourage retention and excellence in volunteering experiences
Lead recruitment of volunteers including reviewing and publicising volunteering opportunities, developing additional opportunities and matching volunteers to suitable roles
Lead inductions for new volunteers and staff, maintaining and updating relevant paperwork including Volunteer Handbook and other procedural manuals. Research and write volunteer policies and procedures, including risk assessments
Supervise completion of rotas, monitoring, supporting and motivating volunteers and casual staff as appropriate to support the day-to-day operation of the Museum
Ensure there is appropriate support and training for volunteers. Organise and support volunteer training and briefing opportunities, including shadowing and mentoring provision
Provide a point of contact and communication for volunteers from across the Museum, maintaining volunteer database and undertaking administrative duties including providing regular news updates and requests for help from the Museum
Collect, collate and report on volunteer feedback, including an annual Volunteer Survey
Organise and support corporate volunteering opportunities
Participate in locking and unlocking rota weekly as required
Participate in daily rota to provide duty management services for Front of House operations
Participate in Duty Staff weekend rota at least once a month during the open season
Carry out any other ad-hoc duties including event support as required to support the operation of the Museum.
Person Specification

Excellent communication skills, both written and verbal
Strong interpersonal skills and the ability to work with a range of people from diverse backgrounds
An empathy with volunteers and an understanding of their needs
The capacity to inspire and motivate others
The ability to deal with information in a confidential manner and respond with sensitivity
Excellent organisational skills and the ability to manage a variety of tasks
Excellent administrative and IT skills, and an ability to maintain records
A flexible and non-judgemental approach to people and work
Ability to work both as part of team and independently
Ability to work flexibly when required, including some weekend working during the Museum’s open season
Full driver’s license; car owner (there is no public transport to the site).

Interest in, or experience of, working in heritage
Experience of managing or coordinating projects and volunteers (paid or unpaid).

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