Salary: £22,995

Contract type: Permanent

Reporting to: Visitor Experience Officer

Department: Operations

Who are we?

We are Scotland’s design museum. Designed for everyone, firing imaginations and sparking curiosity in design across Scotland and around the world. At V&A Dundee we are on a mission to inspire and empower through design.

Design shapes our world, it's part of everyday life and it's everywhere. We are a museum with energy and have a vision of the future where everyone is inspired through design and recognizes its far-reaching impact in our lives.

We are a welcoming place for people of Dundee to explore design and to use as an everyday part of their city, as well as inviting visitors from around the world. We are part of the V&A family of museums that celebrate creativity in all its forms from across centuries, for everyone.

Role profile

Reporting to the Visitor Experience Officer, the Enquiries Assistant post holder will receive and respond to phone & email enquiries at V&A Dundee. The post holder will also provide administrative support for the Visitor Experience team, tracking visitor feedback and comments. The Enquiries Assistant will also support V&A Dundee’s Partnerships & Philanthropy team, responding to membership and donation queries. The post will also work closely with V&A Dundee’s catering partner, Heritage Portfolio, ensuring that all queries related to Tatha and its food offerings are answered clearly. A high degree of flexibility and an enthusiasm for the Museum and the role is essential for the post holder.

Duties and Responsibilities

• Take and answer all phone and email visitor enquiries

• Maintain a record of enquiries and responses as requested/directed

• Provide exceptional customer service at all times

• Respond to customer complaints/comments via email, letter and on the telephone

• Maintain and update the customer comments log, updating daily and keeping thorough records of all visitor interactions

• Process afternoon tea bookings

• Liaise with partners at Heritage Portfolio on behalf V&A Dundee’s Operations team

• Process and respond to membership and donation enquiries, working closely with V&A Dundee’s Head of Partnerships to ensure a clear process is maintained

• Respond, as directed, to TripAdvisor and other online review platforms in line with museum policy

• Liaise with internal colleagues to assist/enable in responding to queries

• Adhere to all policies and procedures outlined in the role training

• Provide administrative support to the Head of Building Operations

• To have an awareness of the group bookings procedures and to support the Visitor Experience Officer when required

• To ensure a thorough working knowledge of existing facilities throughout the Museum, to provide accurate and efficient guidance to visitors and communicate this knowledge to all museum staff

• Actively seek visitor feedback and communicate any information directly to relevant departments

• Consistently look for ways to improve our service and actively feedback constructive ideas

• Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with respect/dignity and actively contributing to developments that support the Museum’s strategy for widening access, inclusion and diversity

• On occasion work in front facing positions in the museum including on the welcome desk and in the galleries

• To carry out other ad hoc duties, instructions or reasonable requests required by the business by the Management team within the Visitor Experience team

• To be familiar with security and emergency policy and procedures

Person specification

Essential

• Highly motivated team player who can demonstrate a genuine passion and belief in creating and providing an exceptional customer experience

• Ability to work under front line pressure while maintaining an efficient and effective service at all times

• A positive and flexible approach to work

• Excellent communication skills

• Experience in dealing with customer comments and complaints

• Excellent time keeping skills with a responsible approach to work

• Ability to react quickly to new information and situations

• Excellent IT skills including Microsoft Word and Excel

• Ability to act with tact and diplomacy with individuals from a variety of situations and backgrounds

Desirable

• Previous experience in a visitor facing role or administrative role

• A good understanding of Tatha’s operations and its food offerings