Visitor Experience Assistant

ASVA; Glasgow; Hybrid; GBP 12,000 - 18,000; Part time

Job summary

Rangers Football Club Museum in Glasgow is seeking a part-time Visitor Experience Assistant to help run the Rangers Museum and gift shop at Edmiston House. You will deliver excellent customer service and ensure a high-quality visitor experience for every guest.

You will handle tours, ticketing, and visitor queries, support retail operations, and contribute to meeting sales targets while keeping the museum and shop clean, safe and welcoming.

Job description

Organisation: Rangers Football Club Museum

Location: The Rangers Museum & Giftshop, Edmiston House

THE ROLE

We are looking for an enthusiastic Visitor Experience Assistant to join our team at Edmiston House on a part time basis. You will play a key part in the smooth running of the Rangers Museum and gift shop, making sure every visitor enjoys excellent customer service and a consistently high quality experience.

As one of the first points of contact for our visitors, you will work closely with the Visitor Experience team and Edmiston House management to ensure our standards are always met. Museum tours, Ibrox Tours and customer service within the gift shop will form most of the role, alongside bookings, ticketing, customer queries and the day to day operations of the museum and shop.

You will build a deep understanding of Ibrox Tours and the museum content, develop strong product knowledge of our retail range, and work towards both personal and team sales targets.

KEY RESPONSIBILITIES

• Deliver a professional and welcoming visitor experience in person, by telephone and by email.


• Actively engage with visitors on the museum floor and during tours to maximise their enjoyment of the collection and the interactives.


• Respond effectively to enquiries, sell tickets and discuss upcoming events with visitors.


• Support the retail operations of the gift shop, including till sales, replenishing merchandise, product deliveries and intake, stock takes and reporting on the sales performance of merchandise.


• Process and distribute museum tickets using the SeatGeek ticketing system, following the necessary ticketing and cash handling procedures.


• Manage visitor numbers and work with the team to keep the museum, shop and tours safe and enjoyable.


• Maintain the museum to a high standard, including daily cleaning duties and security of the collection, and report any faults in a timely manner.


• Undertake set up requirements for events within the museum space.


• Provide a clear and concise handover to the next member of staff at each shift change.


• Provide on the job training to new starters and colleagues covering the role.


• Prioritise your workload to meet operational needs, providing prompt and accurate service with a keen eye for detail.


• Complete general administration tasks and reasonable ad hoc duties from other departments as required.


• Follow all company procedures and adhere to data protection requirements when handling personal information.

THE CANDIDATE

The candidate attributes include:

• Previous customer service experience within a retail or heritage environment.


• A demonstrable and exceptionally high level of customer service skills, with a real passion for delivering amazing experiences for our supporters.


• Exceptional communication skills, with the confidence to engage with visitors, customers and colleagues.


• Experience of handling challenging situations calmly and professionally, and seeing enquiries and complaints through to a positive resolution.


• A confident individual with good presence and an engaging personality, able to remain composed and patient in all situations.


• The ability to multi-task while managing an extremely varied workload.


• Excellent organisational skills and the ability to see tasks through to completion.


• A positive attitude, professionalism and a developed sense of discretion and confidentiality.


• A willingness to develop your skills and enhance your knowledge through required training.


• Flexibility to deliver above remit when required, and the ability to work flexible and unsocial hours including evenings, nights, weekends, bank holidays, Christmas Eve and New Year's Eve.


• Eligibility to work in the UK.