JOB DESCRIPTION
JOB TITLE: Visitor Services Team Leader
REPORTS TO: Visitor Services Manager
DATE PREPARED: August 2015
1 JOB PURPOSE
The post holder(s) will work closely with the Visitor Services Manager and Head of
Operations to ensure the Visitor Services team functions to agreed operational compliance and quality standards, demonstrating a world class visitor experience at The Hepworth
Wakefield.
Working across 10 galleries, Information Desk and other public spaces, the role provides operational duty management to ensure the smooth and efficient running of all day to day front of house activity; monitoring and reporting on visitor experience and operational issues including Health and Safety and security breaches.
You will take a pro-active approach to managing standards and presentation of the site and staff, taking a lead in resolving issues.
You will be required to maintain a working knowledge of the collection and temporary exhibitions as well as promoting all of the Hepworth’s facilities and services including trading activity, constantly striving to maximize visitor experience and contributing to the continued viability and sustainability of the Hepworth Wakefield.
The post holder(s) will take shared line management responsibility for the Visitor Services team, including Visitor Services Assistants, Gallery Invigilators and Volunteers.
You will contribute to developing training and performance management processes, ensuring that the teams are well equipped and motivated to offer the highest possible standard of customer care and a safe, knowledgeable, efficient and professional service at all times.
2 THE HEPWORTH WAKEFIELD
The Hepworth Wakefield is a major public art gallery that opened in May 2011 to public and critical accla im. It exhibits Wakefield’s art collection, the Hepworth
Family Gift and the work of major contemporary and 20th century artists. Designed by David Chipperfield Architects, our superb gallery spaces and grounds make this one of the UK’s largest and most visited galleries outside London, attracting
1.3 million Visitors in the last 3 years.
The Hepworth Wakefield comprises ten impressive gallery spaces, four of which are focussed primarily on temporary exhibitions and six for collection displays. We have a newly created Clore Learning Centre and a 100 seat auditorium. Additionally, there is a
600 square metre temporary exhibition space called The Calder which operates in a re purposed 19 th Century industrial mill opposite the gallery.

The Hepworth Wakefield has a very successful visitor experience operation, with over 96% of visitors rating the staff as ‘good’ or ‘excellent’ every year since the galleries launch in
2011.
The Hepworth Wakefield’s current strategic priorities:
– To increase and diversify our audience
– To increase fundraised and earned income
– To maximise current resources and their impact
3 SUPPORTING INFORMATION
The post holder will work on a rota system 5 days out of 7 to ensure a consistent supervisory presence during operating hours; this will include regular weekend and evening working.
In addition to the day to day duty management you will be required work large scale events, private views and hire events with occasional unsociable working hours agreed in advance.
You will play a key r ole supporting The Hepworth Wakefield’s Health and Safety obligations and this will include being a nominated First Aider.
Being a Duty Manager is a physically demanding job in that it requires regular bending, lifting and generally being mobile between gallery floors and buildings.
4 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Knowledge
1. Principles and commitment to the importance of great customer service (E)
2. Knowledge of performance management procedures and practices (E)
3. Knowledge of the importance of Health and Safety and Security as it affects a public building (E)
4. Awareness of DDA and Equal Opportunities legislation as it affects a public building
(E)
5. Commercial awareness, able to support profit driven activity (E)
6. An art related qualification at A-Level or above or a proven passion for the visual arts (D)
7. Knowledge of volunteering best practice (D)
Skills / Attributes
1. Leadership skills, a pro-active and decisive problem solver with exacting standards, able to identify and resolve issues promptly and effectively (E)
2. Highly diplomatic with well-developed soft skills, able to tactfully give constructive feedback, performance manage and motivate teams / individuals (E)
3. Able to handle demanding and difficult situations with the public and work well under pressure in a courteous, calm and confident manner. (E)
4. Self-motivated, energetic and able to work independently and reliably with minimal supervision. (E)
5. Confident communicator with excellent written and verbal communication skills, including telephone manner (E)

6. Good IT skills, able to use Microsoft Office software (Word, Excel and Outlook) with confidence and accuracy (E)
7. A team player, able to work flexibly, positively and creatively. (E)
8. An up to date First Aid certificate or previous training or commitment to training towards this in the first 6 months of appointment (E)
Experience
1. Previous supervisory experience and experience of motivating a broad team (E)
2. Experience of working in a busy customer focused operation in a high profile visitor attraction or artistic environment, facilitating excellent customer service. (E)
3. Experience of a varied and sometimes pressurised role where you were required to manage multiple priorities (E)
4. Experience of working with volunteers, ideally in a supervisory capacity (E)
5. Experience of working with EPOS systems including cash handling and electronic payment technology. (E)
6. Experience of personnel processes and associated administration including recruitment, performance management, appraisal procedures, payroll and sickness and absence reporting. (D)
7. Experience of undertaking H&S and operational procedures including emergency evacuation and risk assessments (D)
8. Experience of planning and delivering training (D)
9. Experience in one or more of the following; ticketing and box office operation, licensed retail, retail, catering / hospitality (D)
10. Experience of gallery invigilation, ushering or stewarding, ideally in a visual arts environment (D)
5 KEY RESULTS AREAS
Duty Management
1. Be the standard bearer for Visitor Services and pro-actively instigate performance management tools and techniques. Ensure facilities are presented to the highest possible standard and take a pro-active approach to reporting and resolving issues.
2. Work alongside the team in providing excellent customer service, supporting all visitor activity; general enquires and processing event and group bookings.
3. Offer direction to the team through the production of daily rotas and briefings.
4. Support robust cash handling proceedures, producing daily financial reconciliation reports.
5. Respond to accidents; incidents and emergency situations following protocol, completing all relevant post incident reporting and investigation.
6. Remain vigilant at all times to prevent damage to or loss of art works and gallery property and manage instances of anti-social behavior to agreed procedures ensuring a safe and enjoyable environment for all visitors.
7. Deal with complaints in a calm, courteous manner and refer comments or complaints to the agreed systems, escalating as required.
Staff and Volunteer Management & Supervision
1. Provide clear direction and supervision to all team members including volunteers, guiding activity, giving feedback and ensuring continued development and high performance of all team members.
2. Provide shared line management responsibility for the Visitor Services team, including Visitor Services Assistants, Gallery Invigilators and Volunteers.
3. Undertake personnel administration for the Visitor Services Team including processing leave requests, sickness reporting and undertaking appraisal processes.

Training
1. Responsible for the continued development of materials to support induction and training for new starters and volunteers alike.
2. Developing and delivering ongoing training material for an established team, recognising any knowledge or skills gaps within the team and responding accordingly ensuring staff are able to offer a knowledgeable, friendly and professional service at all times.
3. Support Tour Givers within the team in their development and training to ensure continued profitability of the offer.
4. Maintain and contribute to the facilitation of forums for team development and communications including team meetings and via electronic mailings.
5. Engage with curators to ensure teams are fully informed and knowledgeable in advance of new exhibition displays and briefed to provide a safe, welcoming and engaging visitor experience.
Operational
1. Represent the Visitor Services and Operations teams at cross departmental forums as required, helping to continually develop the visitor offer.
2. Manage and develop staff and volunteer rotas as required ensuring staffing levels meet operational and budgetary requirements.
3. Proactivitly identifying and improving efficiency and effectiveness wherever possible.
4. Engage with curators and exhibition planning processes to ensure exhibition implementation meets operational best practice in providing a safe visitor experience.
5. Provide efficient and accurate administrative support to the Visitor Services
Manager and Head of Operations as required.
6. Act as out of hours call-out on a rota system and be a key holder.
7. Hold or work towards a First Aid Qualification.
6 COMMUNICATIONS AND WORKING RELATIONSHIPS
Line Management Responsibility for the following:
– Visitor Services Assistants
– Gallery Invigilators
– Volunteers
Close working relationships
– Visitor Services Team Leader(s)
– Café Manager and Catering Front of House team
– Estates Team
– Retail Team
– Learning Team
– Programme Team
– Gallery Manager and Technician
– Finance Team
– Development Executive
External Stakeholders
– All visiting public
– Event clients
– Group tour bookers

– Operations contractors/suppliers
– Wakefield Council
– THW Trustees
7 ADDITIONAL INFORMATION
– Participate in training and development activities as required and assist with the training and development of colleagues
– Carry out all duties in accordance with our Equal Opportunities, Access,
Employment, Health and Safety and Inclusion Policies
– Undertake any other duties as reasonably required by the Visitor Services
Manager