Role Profile
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Visitor Services & Operations Support Officer
Part time – 15 hours per week, including 7.5 hrs every alternate Saturday.
Fixed Term Appointment to 31st March 2015.
We want even more people to enjoy Torquay Museum and the opportunities that membership of Torquay
Museum Society provides for friendship, learning and well-being. We believe people deserve more than just
good service but an amazing experience that they won’t forget.
We want more people to be inspired to take part in Society and Museum activities and more people to visit
the Museum more regularly.
If you want to work for an organisation that has a fascinating past, we’re Devon’s oldest Museum, and an
exciting future, then working at Torquay Museum could be for you.
About the role
You’ll play a critical role in ensuring that we provide a healthy and safe environment for our visitors, staff and
volunteers. You help make sure our grade II listed Victorian gothic building is maintained and that its services
run smoothly.
Working with a great team of staff and volunteers you will welcome visitors and Society members and help
them to get the best from their visit to the Museum. You’ll provide a friendly and efficient service to schools,
international colleges and others who book visits to the museum or come to its activities and events.
On rota’d Saturdays you will act as the senior responsible site officer for the Museum. You will open and close
the museum and make sure it is adequately staffed and operates smoothly.
A flexible approach to your role and working hours will be required. You’ll work 15 hours per week with
Saturdays being one of those days every other week. On rota’d Saturdays you will work for 7.5 hours. We will
agree you working pattern for the remaining hours with you. We will need you to be flexible around these
hours depending on visitor patterns and programmed events and bookings. We will ask you to work some
Sundays, particularly in school holidays and occasional evenings throughout the year. Time off in lieu will be
given in these instances. Bank holiday working will be required on some occasions.
About you
You’ve a smile for everyone. You’ll love working with people of all ages and will always strive to be helpful
and to make a good impression. You’ll be experienced in managing health and safety within a publically
accessible environment and in organising and dealing with contractors. You’ll need some experience of
managing the day to day maintenance of buildings and be adept at finding practical solutions to minor
maintenance issues. General IT skills would also be beneficial.
You’ll enjoy working in a small team. Ideally you’ll be interested in the work of the Museum and the activities
of the Torquay Museum Society.
We’ll give you training and support and continued professional development. We appreciate that work/life
balance is important. You can look forward to free admission for you and your family and a 10% discount in
the Museum’s shop.
How to apply
Please send your C.V and a covering letter explaining how your skills and experience match the competencies
required for the role by 18th April by e-mail to employment@torquaymuseum.org or by post to Torquay
Museum, 529 Babbacombe Road, Torquay TQ 1 1HG.
If you have not hear from us by 2nd May please assume that your application has been unsuccessful.
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Visitor Services & Operations Support Officer - March 2014
Role Description
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Role title:
TQM 7 – Visitor Services & Operations Support Officer
Reporting to:
Visitor Services Manager
Location:
Torquay Museum
Salary:
£16,000 p/a pro rata
Hours per week:
15 hrs per week
You will be required to work 7.5 hrs alternate Saturdays. Your week day working
pattern will be agreed based on 15 or 7.5 hours in alternate weeks.
You will also be required to work some Sundays and evenings on a rota basis and some
bank holidays. There may be opportunities for additional paid hours at peak periods.
Holiday Entitlement: 28 days p/a pro rata plus public holidays
Driving licence:
A driving licence is not required for this role.
Relocation package: A relocation package is not available for this role.
Staff managed:
Cleaner or contract cleaner.
Status:
This vacancy is a fixed term appointment until 31/3/2015 with the potential for
extension.
Closing date:
18th April 2014
Interview dates:
TBC - week beginning 21st April (excluding bank holiday Monday)
Corporate goals
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Our organisation is confident, resilient and enterprising.
We are a valued and integral service in our community.
Our work is sustainable and resourceful.
Key Purposes of the Role
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Health and Safety support for the Museum.
Visitor welcome - admission ticket and gift aid membership sales.
Security co-ordination for the Museum.
Senior responsible officer when working on Saturdays
Building and facilities maintenance lead.
Operational support.
Key tasks/principal accountabilities
Health and Safety support
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Assist the Director in managing health and safety within the Museum.
Maintain health and safety recording systems e.g. accident/incident report forms RIDDOR forms and
Upper Limb Disorder forms etc. Check the accident book regularly and ensure reports have been
submitted.
Help coordinate the production, revision and implementation of risk assessments.
Ensure the Health and Safety Manual is kept up to date.
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Visitor Services & Operations Support Officer - March 2014
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Act as contact point for information from our Health and Safety Advisors, disseminate to staff members
and relevant persons.
Liaise with our key H&S assessors, advisers, insurers, contractors and suppliers.
Help develop, maintain, review and lead the implementation of the Museums fire plan.
Carry out Fire Risk Assessments.
Carry out weekly fire tests and other required tests and practices and ensure they are logged to comply
with statutory requirements.
Ensure electrical and equipment safety is checked as required.
Lead our liaison with the Fire Officer, suppliers, advisers and contractors.
Keep up to date with relevant policy, practice and issues affecting the Museum and its operations.
Visitor welcome
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Ensure customers are welcomed and customer service standards are maintained and improved.
Admissions and retail sales.
Point of sale operation and cash handling.
Security co-ordination
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Ensure that systems and procedures are in place to maintain the security of the building at all times.
Act as a main key holder.
Senior responsible officer
When working on Saturdays you will act as the senior member of staff on site. In this role you will:
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Open and close the Museum and its galleries.
Ensure the museum is adequately staffed on the day.
Ensure the museum functions in a safe and secure manner.
Lead any necessary emergency response.
Ensure visitors are properly welcomed and that reception and the shop function properly.
Ensure cash is properly managed and safely deposited.
Ensure any events and bookings on the day are effectively delivered.
Building and facilities maintenance
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Manage general upkeep and maintenance of the building and its facilities.
Ensure that systems such as CCTV, alarms, IT, projectors, telephones, photocopiers etc work effectively
and are maintained.
Liaise with contractors and suppliers including re security and fire systems, cleaning, buildings
maintenance, IT, communications, facilities supplies.
Assist procurement in the preparation of documents to put out tenders for contractors /suppliers.
Project manage, supervise and coordinate the work of contractors.
Ensure contractors meet H & S and security requirements and provide suitable permits, risk assessment
and method statements.
Ensure that maximum value for money is achieved in the procurement of services and supplies.
Oversee and check that agreed work by contractors has been completed satisfactorily and following up
on any deficiencies.
Carry out minor maintenance work, finding and safely implementing practical solutions to any issues
where you have the appropriate skills. This might include minor plumbing, electrical and carpentry works
for example.
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Visitor Services & Operations Support Officer - March 2014
Operational support
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Ensure the museum is properly and regularly cleaned. Manage the cleaning contractor or cleaning staff.
Set up and take down rooms/spaces for meetings, functions, events and exhibitions.
Assist with exhibition set up and take down and the preparation of exhibition and display structures and
materials.
Carryout the monitoring and recording of environmental conditions within the museum in conjunction
with the Engagement and Collections Manager.
Emergencies
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Respond appropriately to emergencies or urgent issues as they arise.
Where appropriate lead the emergency response.
General
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Be accountable for their own development through the Performance and Development Review
(appraisal) process seeking out opportunities to learn new skills. (Individuals with line management
responsibility are also accountable for the development of their staff.)
Take reasonable care for the health and safety of themselves and of others who may be affected by their
acts or omissions at work.
Any other duties commensurate with the grade and level of responsibility of this post, for which the post
holder has the necessary experience and/or training.
Champion sustainability - maximise recycling and waste reduction. Manage waste disposal and ensure we
are as energy efficient as possible.
In addition, all employees are expected to work within the terms of their contract of employment and adhere
to the Museum’s policies and Values and Behaviours.
Key result areas
The post holder shall:
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provide an excellent standard of service always projecting a friendly, helpful and approachable image of
the Museum internally and externally.
achieve targets in the following areas:
– H&S
– visitor welcome
– security
– buildings maintenance programme
– sustainability programme
– operational support
– building cleanliness
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Visitor Services & Operations Support Officer - March 2014
Role competencies
To be considered for this post you will need to demonstrate the following competencies:
Essential
Customer focus
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provide a friendly and efficient customer focussed approach to members, visitors, contractors and staff in
person, by phone and through email communication.
H&S
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able to support the planning and management of H&S compliance and delivery including risk assessment,
monitoring, record keeping and training.
appropriately qualified.
Emergency management
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able to plan, oversee and support the organisation’s emergency preparedness.
Building and facilities management
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able to develop, recommend and manage/oversee the operational planning requirements eg building
maintenance, heating control, lighting, equipment replacement etc.
able to safely carry out minor maintenance works.
Sustainability
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able to support the organisation’s commitment to reducing the Museums environmental impact.
Contractor/staff management
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able to manage/oversee the maintenance contracting process including the specification and
procurement of services and goods relating to building and facilities maintenance.
Administration
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effectively administer recording and reporting systems, contracts for services and supplies.
Team working
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recognises the importance of team working.
works effectively with partners/colleagues/peers/team members.
IT skills
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is competent in the use of IT including MS Office eg Word, Outlook, Excel and Powerpoint
competent in the running of audio visual equipment.
Communication skills
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demonstrates good written and verbal communication skills.
Organisational skills
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demonstrates the ability to multi-task and work flexibly, dealing with competing demands and can
prioritise workload to ensure deadlines are met.
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Visitor Services & Operations Support Officer - March 2014
General
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demonstrates initiative and ability to work unsupervised as well as part of a team.
is accountable for their own development through the Performance and Development Review (appraisal)
process seeking out opportunities to learn new skills.
is accountable for the performance and development review of their staff and volunteers.
takes reasonable care for the health and safety of themselves and of others who may be affected by their
acts or omissions at work.
In addition, all employees are expected to work within the terms of their contract of employment and adhere
to the Museum’s Policies and Values and Behaviours.
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Visitor Services & Operations Support Officer - March 2014