Job Description

Job Title

Group Bookings and Customer Services Coordinator

Department

Visitor Experience

Reports to

Visitor Experience Manager

Contract

Casual, typical working hours can range hours between 10am-5pm, Up to 5 days a week (especially during busy periods) including weekend shifts.

Location

Weald & Downland Living Museum, Singleton, Chichester

Benefits

Discounts in the Museum cafe and shop. Free family admission to the Museum. Free parking onsite.

About the museum

The Weald and Downland Museum is a unique and special open air museum, set in 40 acres of stunning Sussex countryside. Our Collection includes over 50 historic buildings dating from 950AD to the 19th century, re-erected from their original sites in south east England. We are a truly immersive museum, with daily demonstrations such as; historic baking, flour milling, wood carving, heavy horse ploughing and metal forgery. Whilst we enable our audiences discover over 1,000 years of history, we are also forward looking by shaping a museum for the 21st century that will be available for future generations to enjoy.

About you

You will be a highly organised administrator, adept at managing multiple tasks simultaneously in a fast paced environment. You will also be a 'people person' and enjoy delivering an excellent Visitor
Experience each and every day. Often the first point of contact in the visitor journey, you will act as a key museum ambassador and represent the Museum and our values. As a collaborative team player, you will work across all departments of the museum and be an active participant in maintaining a happy and rewarding working environment.

Daily Responsibilities:

Group Bookings

Monitor the Group Bookings inbox and answer the Group Bookings phone line. Respond swiftly to Group Booking Enquiries, supporting the booker with relevant information and answering their questions. Follow the Museum's booking process to book in groups and coaches, ensuring collaborative working with the Schools Officer. Confirm the booking with the group via email and ensure that the booking is in the Group Bookings spreadsheet and Outlook calendar. Organise invoices using SAGE pay and follow up any late payments. Ensure that groups who have not paid via invoice, are processed and pay on the day of their visit. Welcome each group booking with visitor maps and information, giving a brief introduction to 'what's on' at the Museum that day. Ensure all visitors and guests receive exemplary service. An experience that is warm, welcoming, positive, engaging and memorable. Support the Admissions team in achieving KPI targets. Attend the weekly internal 'Logistics' meeting, communicating the upcoming Group Bookings to other Museum departments.

Customer Services and ticketing

As first point of contact via the main phone line, answering calls in a friendly and professional manner. Be a key member of staff in keeping up to date with day to day museum activity, to be able to answer the customer enquiries. Taking general enquiries and directing them within the museum as appropriate. Arranging ticket sales for events and general museum admission over the phone for people unable to book online, promoting Gift Aid as appropriate. Occasionally dealing with visitor complaints over the phone, either by resolving or escalating the complaint.

Other

To be available to work weekends. Assist in the commercial front of house areas of the Museum when needed. Undertake any other reasonable duties as requested by the Visitor Experience Manager.

Essential skills

Competent use our EPOS till system (training given). Competent use of a PDQ machine. Able to work as a team and alone. Enjoy working with a wide range of people. Excellent communication skills, working collaboratively to gather and share information. Proactive, flexible and a hands on team player. Can work under pressure on your own.

Desirable skills

Understanding of Gift Aid and experience of working in ticketing/admissions. Experience of using SAGE invoicing system. Knowledge of the museum and an interest in the purpose of the museum. Understanding of the principals of Equity, Diversity and Inclusion
Job Type: Part-time

Pay: Up to 12.21 per hour

Benefits:

Employee discount Free parking On-site parking Store discount
Schedule:

Day shift Weekend availability
Application question(s):

Will you be able to reliably commute to Singleton for this Job? The Museum is only accessible by public transport or car.
Work Location: In person

Application deadline: 25/05/2025
Expected start date: 02/06/2025