Job and Competency Profile
Job Title:
Department
Reporting :
Location:
Date:
Customer Care Assistant
Operations Directorate
Operations Manager
Historic Dockyard
January 2014
NMRN Vision, Goal and Mission
Vision: to become the world’s most respected Naval Museum, underpinned by a
spirit of enterprise and adventure.
Goal: to promote public understanding of the Royal Navy and its constituent
branches, past, present and future.
Mission: to be a beacon of excellence in enabling people to learn, enjoy and engage
with the story of the Royal Navy and understand its impact in shaping the modern
world.
Job Purpose
To welcome, assist, engage and inspire visitors to the Museum to achieve high levels of
customer satisfaction. To ensure the security of Museum buildings and collections; and the
safety of visitors are maintained.
Areas of Responsibility
• To act as the first point of contact with all visitors, whilst delivering high levels of customer
care.
• To provide visitors with detailed information and knowledge regarding the Royal Navy
• To ensure the Museum, its collections, visitors and staff, are safe and secure; methods to
achieve this will include the operation and monitoring of CCTV system and patrolling the
galleries
• To interact with visitors in galleries to help them access exhibitions and collections, including
conducting guided tours.
• To provide assistance with special events and corporate functions, including evening
functions.
• To provide reception duties, including answering telephone and face-to-face enquires.
• To provide assistance with the delivery of Learning activities.
• To carry out daily checks of visitor tickets and monitor and record visitor numbers.
• To carry out light cleaning duties to ensure the galleries are presented to high levels of
cleanliness and hygiene.
• To carry out safe evacuation as required, e.g. safety drills or in an emergency
• To carry out any other duties commensurate with the post
National Museum of the Royal Navy | Reg Charity No 1126283
Key Performance Indicators
 Targets for visitor compliments and complaints
 Targets for survey numbers
 Targets for customer satisfaction
Internal/External Relationships



All visitors to the shop and galleries, including the general public, VIPs, suppliers and
event customers
All staff and management
Reports to Operations Manager
Authority
Job Related Qualifications
Subject
Mandatory
General
Education
Good general standard of education essential
Highly desirable
Job Related Knowledge (1 is beginner level, 5 is expert level)
Subject
Mandatory
Highly desirable
Knowledge Understanding and interest in place of RN in national
history and its relevance to the Public and Service
audiences (2)
Personal
skills
Relevant customer service experience preferred (4)
Strong communication skills (4)
Evident enthusiastic and inspiring manner (4)
Experience
Experience of working in a Museum or similar
environment (2)
Ability to work as a team (4)
Demonstrable understanding of both customer service
and customer care principles (4)
Experience of delivering an outstanding customer
experience (4)
National Museum of the Royal Navy | Reg Charity No 1126283
Experience in cash handling and operating EPOS systems
(1)
Job Related Behaviours – Mark 12 of the most important competencies with an X
Active Listening
Innovation
Assertiveness
Judgement
Building Relationships
X
Leadership
Coaching & Development
Managing Change
Communication
X
Negotiation
Creativity
X
Persuasiveness
Customer Focus and/or Care
X
Planning and Organising
Data Facility
Problem Solving
Decisiveness
Sensitivity
Detail Handling
X
Stress Tolerance
Driving for Quality
Team working
Influencing
X
Tenacity
Initiating Action
Time Management
I have read and fully understand the above Job Profile
Agreed by ……………………….…………………..
Date:…………………………….. (Employee)
Approved by:…………………………………………
Date:………………………………. (Line Manager)
National Museum of the Royal Navy | Reg Charity No 1126283
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