Visitor Services Coordinator

Main Duties

Volunteer Administration
• Coordinating and managing a well-established volunteering programme, energising and enthusing the existing volunteers, and leading on the creative recruitment and training of new ones every year
• Scheduling volunteer shifts and maintaining the volunteer database on our Zoho CRM software
• Maintaining the volunteer handbook and policies, adhering to best practice in volunteer management, H&S and security
• Supervising volunteers during shifts, including arranging rotations and breaks
• Managing and training part-time or freelance Duty Managers for exhibitions
Members’ Scheme
• Managing the Two Temple Place Members’ scheme – including devising promotional opportunities, registering and welcoming new Members, sending renewal reminders, overseeing payments, and planning benefits’ delivery and special Members’ events throughout the year
• Updating and maintaining records on Salesforce and reporting as required to the Finance Director Group & Tour Bookings
• Coordinating group bookings and building tours during exhibitions and throughout the year – including coordinating logistics, selecting tour guides, and tracking donations and payments reporting as required to the Finance Director
Website & Social Media
• Monitoring and updating our website
• Updating and programming social media pages, managing content – including that from other staff members – and generating ideas for topical campaigns
• Uploading events onto Eventbrite and our website, and contributing to marketing channels and promoting events through social media
FOH / Building & Operations
• Managing all Front of House areas – keeping spaces presentable and prepared for visitors
• Supporting the building management including ensuring H&S and Fire procedures are followed by staff and volunteers
• Responding to enquiries by email, telephone and post
• Supporting the team as required for research, data collection and Equal Opportunities monitoring
This is not an exhaustive list of duties and management may, at any time, allocate other tasks and responsibilities. As part of a small team the Visitor Services Coordinator will be involved in all aspects of the building’s life and operations.

Skills and Experience Required

Essential:
• Demonstrable enthusiasm for and understanding of working with volunteers and the public
• Personable and friendly, with outstanding customer service skills and a keen interest in people and strong and creative communication
• Experience working in a customer facing environment, or of duty management in an arts setting
• Highly organised, with a forensic eye for detail and accuracy, proven experience managing and prioritising workloads to meet deadlines
• Strong IT skills and numeracy, with experience of using Microsoft Office
• Knowledge of website content management and social media platforms
• An interest in and commitment to the charitable aims of Two Temple Place and The Bulldog Trust
• Willing to work flexible hours, including evenings and weekends as occasionally required
• Demonstrable commitment to making culture and the arts available to all

Desirable:
• Experience working with volunteers in the charitable sector
• Experience working with databases and CRM systems (e.g. Zoho)