Job Description
POST DETAILS
Division/Department
Commissioned Services/Canterbury Museums & Galleries
Organisation
Canterbury City Council
Job title
Visitor Services Officer
Reports to (job title)
Visitor Experience Manager
Grade1
Scale 1 SCP 7
DBS Requirement
Location
Various locations
Politically Restricted Post
Standard: Yes
No X
Enhanced: Yes
Yes
No X
No X
JOB PURPOSE
To deliver a high quality service that exceeds customer expectations and enhances the visitor
experience.
To play a key role in providing information services, delivering events and activities, income generation
and in ensuring the safety and security of all buildings and museum collections to support Canterbury
Museums & Galleries strategic objectives.
PRINCIPAL ACCOUNTABILITIES
 To provide a customer focused administrative/support service which contributes to the delivery
of service targets.
 Work flexibly within the team and assist with the operation of visitor services within the
Canterbury district, ensuring that all aspects of the service are accessible to customers.
 Provide an excellent level of customer care and visitor information across all aspects of the
service
 Actively maintain the safety and security of buildings and environmental controls; retail items
and cash; and museum collections, ensuring all keys are kept safely and securely, and take an
active part in ensuring a high level of presentation of all buildings through daily cleaning, tidying
and merchandising
 Meet individual annual performance targets and to contribute to annual team targets, as set by
the Visitor Economy management team.
 Take part in retail activities including maximising sales, promotions and stock takes
 Support all user groups in engaging with activities and take part in delivering special events and
activities
 Participate in strategies to gain feedback from customers to enable us to gauge visitor
satisfaction levels
 Maintain an excellent working knowledge of the Canterbury district in terms of local amenities,
events and facilities and to build knowledge of the museums’ collection and its significance
 Work with colleagues to collect, categorise, update and file information and events and compile
lists as required to ensure information required by visitors is up to date
 Attend regular staff meetings and internal and external training courses as appropriate to ensure
competency and remain up to date with service developments
 Work across a seven day rota including bank holidays and evenings
1
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Undertake lone working if optional shifts are taken at either Herne Bay or Whitstable Museums
To carry out other duties commensurate with the grade and skills of the post holder as may be
directed
The duties of the post are subject to review and in this respect the details contained are
provided as an aid to performance of the contract of employment
Collect and collate information to resolve customer enquiries and provide feedback for the
service as required.
Process applications and documents for the service, so that accurate information is provided
and available within deadlines.
Arrange and assist with routine meetings and events, to ensure they run smoothly.
Maintain pre-established administrative records to support the effective running of the service.
Maintain information on software systems and websites used by the service, to ensure that data
is accurate and available when required.
Respond to standard enquiries and escalate non-standard queries / complaints within
appropriate timescales, to ensure a high quality service for both internal and external customers.
Communicate and exchange basic information with a range of internal and external contacts
using appropriate methods, to meet customer needs.
REQUIRED ATTRIBUTES
Knowledge

Understanding of customer service
Skills


Basic computer skills
Excellent interpersonal and communication skills
Experience

Understanding of customer service
Qualifications

School level qualifications in Maths, English and History
JOB DIMENSIONS
Annual budgetary
amounts
Number of staff reporting
to the job holder
Any other relevant
statistics/information
N/A
N/A
N/A
NATURE OF CONTACTS
Internal
External
ORGANISATION CHART
Organisational chart attached
Daily face to face, email and telephone contact with other Museums &
Galleries team members to ensure a joined up team focused approach to
day to day activities in line with strategic objectives.
Weekly face to face, email and telephone contact with customers,
business partners, community groups and stakeholders, ensuring
excellent customer service is delivered at all times.
JOB DESCRIPTION SIGN-OFF
Completed by
Alice Young, Visitor Experience Manager
Reviewed/Agreed by
James Williams, Head of Marketing & Visitor
Experience.
Budget Reviewed/Agreed
by
Job Holder
Reviewed/Agreed by
Job Title
Date
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Museums & Galleries
Organisational Chart
Admin &
Finance
Officer
Director of Museums
& Galleries
Deputy Director
Head of Marketing &
Visitor Experience
Head of Operations
Facilities
Officer
Duty
Officers x 3
Senior
Commercial
Services
Officer
Café
Officers
Marketing &
Audience
Development
Officer
Visitor
Experience
Manager
Visitor
Services
Officers
& fixed term
& Casual
VSOs
Head of Programming &
Collections
Collections
Manager
Learning
Officer
Galleries
Officer
Freelance
exhibition
support
Programming
&
Engagement
Manager
Freelance
technical
Support
Freelance
Creative
Facilitators
Corporate Statements
1
To comply with legislation, council policies and procedures including:
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Safeguarding and promoting the welfare of children policy together with the
DBS Code of Practice;
equal opportunities policy for employment and delivery of the service
including implementation and monitoring;
the Health and Safety Policy;
the Data Protection Act, Freedom of Information Act, ICT and data security
and usage policies
2
To comply with the values and behaviours of the council.
3
To promote the highest standards in public life.
4
To ensure our customers are valued by taking into account their views and needs in
all that we do.
5
To contribute to the development and achievement of relevant corporate and
service objectives by suggesting ideas for service improvements.
6
To communicate openly and honestly with colleagues, members and customers.
7
To undergo any training necessary to be able to fulfil the requirements of the job.
8
To carry out other duties commensurate with the grade and skills of the post holder
as directed and as may be required from time to time.
10
The duties of the post are subject to regular review and the details contained are a
guide to the required performance of the contract of employment.
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