JOB DESCRIPTION - Imperial War Museum

iwm.org.uk

JOB DESCRIPTION - Imperial War Museum

JOB DESCRIPTIONJob TitleReports toSalaryRetail and Admissions AssistantRetail & Admissions Manager£14,195 - £16,063 per annumTerm Fixed term until 30 September 2010LocationHMS BelfastPurpose of the JobTo work on a rota covering both admissions and the shop(s), ensuring a consistentlyhigh standard of customer service is delivered to our visitors. To contribute toachieving sales targets by ensuring that visitors are encouraged to purchase throughproactive selling and excellent visual merchandising.Principal Accountabilities• To ensure that excellent customer service standards are delivered at all times.• To accurately record visitor profiles and numbers through the electronicadmissions system• To ensure you have a good knowledge of the museum, the collection and thelocation in order to provide visitors with general information regarding their visit• To promote and maximise the sales of the Museum’s Guidebooks and whereapplicable, audio guides• To promote and maximise the sales of tickets for special events, exhibitions etc.• To maximise sales in the shop(s) through proactive selling and excellent productknowledge• To answer customer enquiries and deal with complaints calling on the support ofthe management team when appropriate• To ensure that the Museum’s financial and cash handling procedures are strictlyadhered to in relation to audit and security requirements• To help maintain the accuracy of the EPOS System by ensuring the stock iscorrectly keyed at point of sale, customer returns, write-offs, markdowns, priceApril 2010 1


changes and supplier stock returns are administered according to retailguidelines• To assist with deliveries ensuring that stock is safely and neatly stored in thestockroom and that relevant paperwork is completed accurately and withoutdelay• To ensure that stock is correctly ticketed and coded and that when scanned atpoint of sale prices are correct• To ensure that both shops and admissions desks are clean, well presented andmerchandised to the highest of standards at all times.• To inform the Retail and Admissions Management Team when stock or sundriesare running low• To assist the Management Team with the preparation and counting of stock atall stock takes in accordance with Museum requirements and procedures.• To work on a rota which will include regular weekend working, including BankHolidays and occasional evening and early morning working for stocktaking andspecial events• To attend daily morning briefing and weekly training sessions• To ensure your punctuality, attendance and personal appearance meets theMuseum’s standards• To ensure that you are fully aware of all Trading Department policies andprocedures and are also well informed of any changes to policies and procedureswithin the Museum as a whole.• To bring to the attention of the Retail & Admissions Manager any issues that maybe prejudicial to the successful and smooth running of the trading operationgenerally.• To be responsible for the health, safety and welfare of staff and customers,ensuring compliance with all legislation and Museum policy.• To work in the other London branches to provide cover for staff shortages asand when required• To undertake any other related duties when required by the Retail & AdmissionsManagement team.April 2010 2


Health & Safety Responsibilities• All staff are required to attend this basic course to gain awareness as to what theemployer and the employee are required to do to support Health & Safetylegislation.This job information cannot be all encompassing. It is inevitable over time that theemphasis of the job will change without changing the general character of the job or thelevel of duties and responsibilities entailed. This information may be periodicallyreviewed, revised and updated in consultation with the post holder to reflectappropriate changes.April 2010 3


Person Specification *Customer Facing/ Level 3Essential CriteriaHow this will be assessed1 Experience of working in a retail or similar environment Application form &2 Good visual merchandising skills and excellent productknowledgeInterviewApplication form &Interview3 Fully literate and numerate Application form &Key CompetenciesInterview4 Learning Orientation (C)Keen to learn. Soaks up as much relevant knowledge andexperience as possible. Adapts to change quickly and cooperatively.Application form &Interview5 Motivated and self aware Interview6 Personal Effectiveness (C)InterviewWorks effectively – tackling immediate demands decisively,whilst retaining a broad awareness of emerging requirements.Demonstrates a good sense of priorities, structuresworkload effectively and delivers consistently good results.7 Uses initiative and makes confident decisions Interview8 Efficient and well organised with excellent attention to detail. Application form &Interview9 Good open communication skills (both verbal and written) Application form &Interview10 Enthusiastic, able to work under pressure and to deadlines Interview11 Team working (C)A valued member of the team who provides support toothers and contributes to creating an open culture andproductive working environment.12 Customer Care Skills (C)Demonstrates a genuine desire to work with and serve thepublic. Applies this understanding and insight to flex theircommunication style and interact successfully with theircustomers.13 Encouraging Diversity (C)Develops a growing awareness of the benefits of diversityamongst customers and staff. Demonstrates a commitmentInterviewInterviewInterviewApril 2010 4


to the principles of diversity and inclusion.14 Financial Awareness (C)InterviewWorks in a cost-effective manner. Makes efficient use ofresources and adheres to financial rules and procedures.15 Good selling skills Interview16 Flexible in relation to duties and hours worked InterviewDesirable Criteria17 An interest in the history of Twentieth Century conflict Interview* IWM has a Career Development Framework, which consists of four job families: Professional,Customer Facing, Collection Access & Care and Business Support. Within each job family there are 3levels under Head of Department. Internal applicants can go tohttp://intranet.iwm.org.uk/upload/pdf/IWMCompetencyFrameworksIntroOverview.pdf for furtherclarification.April 2010 5


The Organisational ContextThe Imperial War Museum runs a successful retail operation, which generates an annualincome of over £3.5 million. There are shops at The Imperial War Museum London,HMS Belfast, The Cabinet War Rooms and Duxford Airfield (near Cambridge). TheMuseum also offers a Mail Order Service. The administrative offices are based atLambeth Road and there is a central warehouse at Duxford Airfield. In addition toretailing, the Department of Trading is responsible for the busy admissions, which is thefirst point of contact that visitors have with The Museum.The shops sells a wide range of books, posters, postcards, videos, audio cassettes, andgifts, which range from pocket money products to expensive collectors’ items.Merchandise and publications are wide-ranging, covering themes from military history towartime food.In addition to retailing, the Division of Public Services is responsible for a wide range ofactivities including Marketing, Visitor Services, Exhibitions, Education, Research andInformation and Financial Controls.Organisational StructureDirector GeneralDirector of Division of Public ServicesDeputy of Division of Public ServicesHead of TradingBuyersRetail Operations ManagerRetail & Admissions ManagerDeputy Retail & Admissions ManagerRetail & Admissions SupervisorRetail & Admissions AssistantStaff UniformStaff uniform of a Navy Blue Fred Perry type T-shirt during the summer and Sweatshirtduring the winter is provided, and must always be worn whilst on duty.It is your responsibility to ensure that the uniform is well maintained and presentable.You are expected to wear dark trousers or a skirt with dark shoes whilst on duty whichare not provided by the Imperial War Museum.Hair must be neat and tidy at all times.April 2010 6


Additional InformationTerms and ConditionsSalary- You will be expected to work a 5-day week of 42.5 hours gross (37.5 net),inclusive of 1-hour lunch break each day, alternate weekend and occasionalevening and early morning work is also required.- There is the requirement to work on 3 Bank Holidays in accordance with theroster and these 3 Bank Holidays have been consolidated into the basic salary.Any duty worked on additional Bank Holidays will be paid at time and a half orcan be taken as time in lieu.- The annual leave allowance is 25 days per annum, rising to 30 days after 5 yearsservice.- From time to time you may be required to provide cover for other London siteswhen there are staff shortages.- The successful candidate will be on probation for 6 months.- The normal retirement age for staff of the Imperial War Museum is 65 years- The Museum has introduced a total ban on smoking in all its buildings.The salary range for the Retail and Admissions Assistant is £14,195 - £16,063 perannum. Starting salary is usually at the minimum of the range. Salary increases are in linewith the Museum’s Performance Pay Scheme and future pay awards.BenefitsThe benefits listed below are discretionary and the Imperial War Museum reserves theright to vary or withdraw them at any time. All such benefits apply during the course ofyour employment only.• The Museum is a member of the Civil Service Pension Scheme. Civil Service offers achoice of final salary and stakeholder pension, giving you the flexibility to choose thepension that suits you best.• An interest free season ticket loan scheme after three months service.• 20% discount in the Museum Shop.• 25% discount in the Museum Restaurant.• Free entry to the majority of Airshows at Duxford.• Free entry to most fee charging exhibitions in other National Museums.April 2010 7


• Continuous professional Training & Development opportunities.• Enhanced maternity and paternity benefits linked to length of service.• Child care vouchers• Subject to the society's terms and conditions, IWM staff are entitled to membershipof the Benenden Healthcare Society.• IWM staff also have access to the Civil Service Benevolent Fund.SelectionThe candidates who appear from their application to most closely meet the essentialcriteria will be invited to interview. It is thus essential that your completed applicationform gives a full but concise description of the nature, extent and level of theresponsibilities you have held. The shortlisting criteria are detailed under the personalspecification. Please ensure that you address each of the areas that are to be assessedon your application form.To ApplyFor an application pack please visit our website www.iwm.org.uk (job opportunities) oremail: recruit@iwm.org.uk.The closing date for receipt of applications is noon Tuesday 20 April 2010.Appointment to this post is subject to the completion of satisfactory security clearance.We regret that if you have not heard from us within three weeks of the closing dateyour application, in this instance, has been unsuccessful.The Imperial War Museum is committed to a policy of Equal Opportunities.April 2010 8

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