Visitor Experience Supervisor (33.4k Belfast)

Job description

Join one of Northern Ireland's most esteemed and recognisable public sector employers as a Visitor Experience Officer. This is a fantastic interim opportunity to contribute to a dynamic and impactful organisation, ensuring all visitors receive excellent customer service.

Work Pattern:

The duties of this post require attendance at Parliament Buildings on each working day. There may be occasional scope for working at home, subject to business need and at the discretion of the Head of Business.
The standard working week is 37 hours (excluding meal breaks) across 5 days, Monday to Saturday. The hours of work each day will be scheduled between 8.00am and 6.00pm. Working hours will be dictated by the mode of operation of the Northern Ireland Assembly (the Assembly) and will involve work into late evenings and on occasion, public holidays. You will also be required to work such additional hours as may from time to time be reasonable and necessary for the efficient performance of your duties. The Assembly Commission will provide at least 10 working days' notice of your work pattern for each week. As far as reasonably possible, you will be provided with 3 working days' notice of required overtime.

What's in it for you?

• Salary - £33,407
• Starting October 2024, with an estimated end date on 31st March 2025
• Monday to Saturday Shifts
• 37 hours

About your next employer

The role of the Visitor Experience Supervisor is to assist in leadership, operation and development of the team responsible for provision of high-quality visitor experience and services in Parliament Buildings. This is a new team, charged with ensuring all those who visit Parliament Buildings, regardless of the purpose of their visit, are welcomed and assisted appropriately. The team will provide a 'front of house' function; deliver tours; manage organisation of internal and external events; and collate and distribute information about 'what's on' in Parliament Buildings. The role of Visitor Experience Supervisor will be required to motivate their team and lead by example. This role would be best suited to someone who is a strong communicator with a passion for working with people.

About you

Essential Criteria:
Applicants for the post must, by the closing date for applications, have:

1. At least a primary degree, minimum 2.2 classification, in any subject. Applications will be considered from applicants with formal qualifications of an equivalent or higher standard to those stated;

AND
At least two years' experience in a) - d) listed below:
OR

1. Four years' experience in each of the following:

1. working in a dynamic and busy customer-facing role at supervisory level.
2. leading, motivating and developing staff including on-boarding; training and development; and performance management.
3. Communicating accurately and clearly (both in writing and orally) complex or detailed information to stakeholders such as colleagues, managers, customers or members of the public.
4. Effectively using Microsoft Office to manage information, create documents and assist in providing a quality service to stakeholders such as colleagues, managers, customers or members of the public.

What you'll do

• Welcoming visitors to Parliament Buildings, proving them with information, assisting them appropriately and managing any specific access requirements.
• Assisting the Visitor Experience Manager with day-to-day management of the Visitor Experience team, deputising as required and problem-solving issues as they arise.
• Providing leadership and training to the Visitor Experience Officers, ensuring high quality service delivery and adherence to the Northern Ireland Assembly Commission's (the Assembly Commission's) values; skills and behaviours; and policies and procedures.
• Managing the tour programme to ensure all public, private and VIP tours are covered on a daily basis.
• Managing the quality of tours and overall visitor experience, ensuring consistency, accuracy and timeliness in all tours and professionalism in all interactions. The Visitor Experience Supervisor will also be required to take tours and give presentations to groups on a regular basis.
• Overseeing reception, ensuring adequate staff cover, problem solving issues as they arise and providing reception cover if required
• Assisting the Visitor Experience Manager in the management of events in Parliament Buildings and be a key point of contact for event organisers, allocating duties to the Visitor Experience Officers as required, problem solving and providing timely and accurate information to organisers and Members.
• Assisting in the collation and publication of timely and accurate information about 'what's on' in Parliament Buildings for internal and external audiences; to include digital screens, email, website, social media and other formats as required
• Working collaboratively with other business areas to ensure reception duties and tours have adequate cover, and that all visitors to Parliament Buildings are known to reception.
• Maintaining effective relationships with key stakeholders including Members, managers, event organisers and members of the public.
• Attending meetings, minute taking and capturing actions/notes and proactively following up on actions to ensure timely delivery.
• Providing guidance and assistance to Members, their staff and other parliamentary staff on policy and procedural issues in relation to the Visitor Experience business area;
• Researching and preparing accurate and timely information.
• Effectively using Microsoft Office and bespoke internal Assembly software systems and databases.
• Checking and processing invoices for payment through electronic payment system.
• Monitoring spend against budget and reporting to line managers or budget holders.
• Managing information and records in accordance with established policies and statutory requirements including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
• Complying with all Assembly Commission's staff policies and procedures including Equal Opportunities and Dignity at Work policies and procedures;
• Carrying out other duties that the Assembly Commission reasonably requires of you.

To apply today contact Ethan Boylan in the strictest confidence.

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