25 Oct
Natural History Museum
London
Job description
About Us
We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today.
We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.
Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.
We employ 900 staff in a variety of roles, all united by our vision of a future where people and planet thrive.
We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.
Diversity and inclusion matter to us.
Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging.
All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment.
We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.
About the role
Your role will be to provide first class, flawless customer service to ensure that our supporters get the best out of their experience onsite and offsite.
Based in The Anning Rooms, the role will consist of supporting all customer service functions, including assisting supporters face to face and being a hub of information.
You will also support our members on the phone and by email. You will be working with the public and exposed to large numbers of people in noisy and crowded environments, selling membership to visitors.
Customer Service
To deliver excellent customer service face to face, over the phone and via email.
To respond to membership enquiries by email, over the phone and face to face within set timeframes, and action any membership requests such as sales.
To inspire visitors to purchase membership and process the sale.
To advocate for Museum membership in building relationships with visitors and the front of house team
Support the front of house desks with membership queries.
To monitor complaint / compliments,
whilst delivering consistent excellent customer service.
To inspire our supporters' interest in the natural world by being knowledgeable about all aspects of membership and all aspects of Museum’s public programme, offers, services and products.
To represent Development and the Museum as the first point of contact in the Anning Rooms.
To deal sympathetically with queries and complaints, escalating issues where appropriate.
To identify and encourage opportunities for up-selling and conversions of membership e.g. Gift Aid, Direct Debit conversation and re-grading to higher membership or patronage packages.
Occasional working at museum events, including some out-of-hours (eg. evening or weekend member previews) to support membership sales and engagement.
Administration and Processes
To deliver key back-end administration processes in the membership fulfilment to agreed SLAs including :
Processing membership applications (online and offline) into our customer database.
Responsibility for monitoring and managing stock levels to ensure membership welcome and renewal packs can meet fluctuating demand.
To carry out any further tasks appropriate to the grade of the post, deemed necessary to support our supporters.
Health and Safety
To undertake Health and Safety, Fire and Housekeeping responsibilities to ensure a safe and enjoyable environment for Members and Patrons, and to be aware of current security concerns and related role responsibilities, working collaboratively with colleagues to respond to incidents.
To confidently evacuate Members and Patrons from the Rooms in an emergency, demonstrating a detailed knowledge of emergency routes and procedures.
To identify and report any hazards, faults or near misses to the appropriate contact.
Operational Standards
To use telephones, radios, tills, galaxy, and other technology as required to carry out your duties
To work flexibly to meet operational demands, on occasion working out of normal hours.
To adhere to operational standards for all tasks and responsibilities.
To actively approach and show awareness of Members’ and Patrons’ needs, remaining alert at all times.
To adhere to uniform guidelines and maintain high levels of personal presentation.
To work effectively in a diverse team to meet individual and shared responsibilities, demonstrating respect at all times.
To ensure area of work is clean, tidy and presented to the highest standards at all times.
About you
Previous experience of a similar Customer Service role, preferably within the museum sector or a high-end Members club or hotel.
Excellent customer service skills, with the ability to discern customer needs and wants, and respond accordingly.
Excellent administration, organisational and time-keeping skills, alongside the ability to prioritise effectively.
Previous experience of working in a busy team.
A hands-on, proactive and flexible approach to work, enthusiastically seeking opportunities to assist Members and Patrons, add value and demonstrate adaptability.
Clear and effective communicator,
both verbal and written, with the ability to adapt well to different audiences.
Diplomatic with good decision-making skills when supporting the needs of a diverse audience.
Knowledge and experience of confidently promoting and upselling products, offers, and experiences.
Ability to work under pressure in a visitor attraction or other busy service environment, including supporting emergency situations.
Ability to act with professionalism, confidence and resilience when dealing with difficult situations.
Strong planning skills, combined with the aptitude to recognise and respond to the impact of future activity on resources, and plan accordingly to meet deadlines.
Confident user of the full Microsoft Office package, particularly Word and Excel.
Strong attention to detail, with high accuracy and quality of output.
Knowledge of good health & safety working practices including identifying and reporting hazards, following standard operating procedures and risk assessments.
Fluency in spoken English with the ability to communicate information clearly at all levels.
Thriving at the Museum : the way we work
We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.
Find out more here
What we offer
- 27.5 days holiday plus 8 bank holidays (full time equivalent)
- Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%)
- Season ticket, bicycle and rental loan
- Life insurance
- Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK.
- Staff discount at our Museum shops and cafes
- We offer a wide variety of training initiatives and opportunities to build skills. Investing in staff development is important to us, and we are ambitious about helping staff to grow and fulfil their potential.
- Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets.
It also provides entry to up to 300 English Heritage sites and other national treasures. For more details, visit https : / / www.cssc.co.uk
Membership to our Sports and Social Association (for a small fee), which includes access to our in-house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi
Hybrid working
Due to the nature of this role the work pattern will be 100% on site.
How to apply
If this sounds like you, please apply below by clicking on Apply for job .
Closing date : 23 : 59 on Tuesday 5 November
Interviews expected : w / c 18 November
Please note that this role does not qualify for Museum sponsorship so the successful postholder will need to have a valid right to work in the UK at the point of offer.
▶️ Weekend Supporter Services Assistant
🖊️ Natural History Museum
📍 London