Visitor Services Supervisor

The National Horseracing Museum in Newmarket is looking for an enthusiastic individual to lead, monitor, support and motivate the Visitor Services Team in providing exceptional customer service and help promote the Museum as a wonderful day out for all. DUTIES AND RESPONSIBILITIES 1) To motivate, appraise and line manage the Visitor Services Team including volunteers. 2) To ensure the Visitor Services Team offers a warm and friendly welcome to all visitors. To provide advice and assistance about the galleries, collections, exhibitions and events to ensure all visitors are supplied with the relevant information they require to enjoy their visit. 3) To manage the monthly rotas to ensure the site is sufficiently manned. 4) To deal with financial transactions for admissions, gift sales and events. This includes handling cash and card payments as well as cashing up at the end of each day as well as responsibility for weekly banking and reconciliation of financial records. 5) To ensure the Gift Shop is well presented at all times including creating visually creative shop displays. To monitor stock levels and ensure all products are suitably priced and effectively displayed to maximise sales. 6) To open and close the attraction daily and assist in ensuring the security of the museum, its collections, fixtures and fittings as well as visitors on site. This will include assisting members of the public to leave the building in the event of an emergency. 7) To ensure that the museum is always well presented with everything in good working order, reporting any issues promptly to the relevant department. 8) Answering the telephone and responding to emails along with recording information and monthly statistics on spreadsheets. 9) To carry out any other reasonable duties as requested. Skills and Knowledge Experience in managing and motivating a team. Customer service experience of working in a retail outlet including cash handling is essential. A hands on-on approach and a willingness to lead by example Highly motivated and able to work under own initiative Excellent communication skills and confident in speaking to visitors of all ages and backgrounds. A good level of ICT skills (including Microsoft Word, Excel, email and internet) A basic understanding of health and safety. Capable of multi-tasking A team player, with a flexible, can do attitude. Previous experience of working in a heritage/tourism attraction is desirable. Knowledge of horseracing an advantage but not essential. TERMS AND CONDITIONS OF EMPLOYMENT Salary: £25,519 (FTE) Hours of Work: Five days per week as follows: Wednesday 9 am to 4.15/5.15 pm Thursday 9 am to 4.15/5.15 pm Friday 9 am to 4.15/5.15 pm Saturday 9 am to 4.15/5.15 pm Sunday 10 am to 4.15/5.15 pm Please note, winter opening hours are 10 am to 4.15 pm and summer opening hours 10 am to 5.15 pm with half an hour for lunch Annual Leave: 28 days including public holidays pro rata Probation Period: 3 months Notice Period: 1 month Other Benefits: Contributory pension scheme Closing Date: 16th March 2025* • (we reserve the right to close the position early if a suitable candidate is found)