Job vacancy – Customer Services Supervisor at Nottingham Castle

Job title: Customer Services Supervisor
Reports to: Customer Services Manager
Direct Line Management: Customer Services Team leaders, Customer Services Assistants, and
occasional responsibility for, trainees and volunteers.
Salary: £19,000
Hours: Full time (Ability to work flexibly, including working on Bank Holidays and Weekends when required)
Location: Nottingham Castle
Closing date: 27 November 2020

Purpose of Role
Nottingham Castle Visitor Centre is a combined retail and admissions space. The first and last stop in the delivery of a world class experience, welcoming visitors to the Castle and striving to make our shop a market leader in heritage retail. The role is responsible for the effective day-to-day management of the visitor services and operational activities, achieving KPI targets, maximising profitability and ensuring all staff are fully trained and motivated to deliver a consistently gold standard of customer service.

Key Responsibilities
• Day-to-day operational responsibility for the visitor experience across the whole Visitor Centre.
• Actively promote all activities and events through thorough knowledge of Nottingham Castle, the story it tells, the exhibitions, the facilities, and services and communicate these to the Visitor Centre team to deliver the standards and meet the targets expected of a
world class visitor attraction.
• Deliver and inform on admission and retail targets, concentrating on KPIs. Using upselling, cross selling and innovative sales techniques to maximise income generation opportunities.
• Recruit, train, inspire, lead the Customer Services team, including staff meetings, appraisals, rostering and cover. Ensuring appropriate levels of staffing are established and maintained.
• Support the Customer Services Manager on developing an enticing, accessible and inclusive commercial approach to the running of the Visitor Centre – proactively seeking opportunities for commercial growth of the admissions, retail operations, venue hire, events and hospitality.
• Responsible for the presentation of the premises ensuring that high standards are maintained at all times and embedded within the team. Keeping to visual merchandise guidelines and adhering to housekeeping standards.
• Ensure a warm and friendly visitor welcome is delivered throughout, guaranteeing best first impressions, continued enjoyment, return and referral.
• Ensure appropriate financial and cash handling procedures and controls are always in place, and that a full audit trail is maintained and available for inspection
• Ensure compliance with statutory requirements and organisational policies and procedures for fire, security, Health and Safety, cash handling and Data Protection using risk management techniques to underpin compliance and a safe working environment.
• Inspire, monitor and develop the performance of direct reports; hold regular reviews, give feedback and implement relevant training where appropriate.
• Monitor and develop own performance participate in regular reviews, receive feedback and undertake relevant training where appropriate.
• Input into the annual budget setting process, ensuring costs are spent within allocated spending levels and in relation to annual budget and monthly review of actual expenditure and current year forecasts, risks and opportunities as appropriate.
• Input into policies and procedures within remit of the Visitor Services function.
• Work collaboratively with volunteers, work experience, placement participants and other members of staff; working together as a team to achieve Nottingham Castle’s vision.

• Manage and provide support to the Visitor Experience team of staff and volunteers to achieve gold standard visitor welcome, care, safety, and sales.
• Provide training and lead by example on up selling and cross selling tour ticket sales, admissions, guidebook sales, etc.
• Act as an ambassador for the organisation by promoting donations, Gift Aid uptake, community engagement and volunteering.
• Maintain, and communicate KPIs and report for progress records – using analytics and effective communication to shape performance.
• Be aware of all NCT policies and procedures and ensure that these are adhered to by themselves and their team.

Knowledge required
• Interest and knowledge on current changes and innovations within retail, catering and hospitality industry
• Confident with ticketing and inventory control (EPOS) software, cash handling, security and reconciliation.
• Target orientated with strong sales skills
• Understanding of the not-for-profit sector, preferably showcasing a knowledge and interest in the broader arts, museums, and heritage landscape.
• Operating knowledge on selling engaging, accessible, and inclusive products for a wide range of audiences and abilities.
• Ability, understanding and confidence to communicate effectively at all levels, both verbally and in writing, with experience of influencing, negotiating, and dealing with complaints.

• Working in a busy, customer facing environment in a team leader or supervisory position.
• Creating staff rotas and ensuring staffing levels reflect the needs of the business
• Demonstrable experience of leading and overseeing high performing and motivated teams of staff and/or volunteers.
• Track record of leading a team against a range of KPI’s, e.g. Spend per Head, Average Transaction and Conversion Rate.
• Delivering training for product knowledge, team motivation and operational tasks

• A sound understanding of customer service principles, and experience of working within a team to deliver gold standards to a diverse audience.
• Able to demonstrate commercial astuteness, target focus and financial literacy, alongside and eye for detail, merchandising and creating displays in a retail environment.
• Excellent listening and communication skills, both verbal and written.
• Enthusiasm for the Trust’s aims and its independence, and an interest in the Trust’s work
• A broad understanding of heritage, public engagement and customer-facing activities
• Ability to represent an organisation clearly and compellingly to different audiences
• Integrity
• Ability to work effectively with colleagues and support a working environment which attracts and retains talent
• Ability to work flexibly, including working on Bank Holidays and Weekends when required.

To apply
Nottingham Castle Trust are keen to see applications from people of all backgrounds and communities and are committed to representing the diverse nature of the city. We look forward to receiving applications from all suitable candidates and will conduct inclusive recruitment processes based on attitude, experience and qualifications. Nottingham Castle Trust are also committed to ensuring that no-one invited to interview should be excluded due to financial circumstances and will reimburse anyone attending interview (related costs must be supported by receipts) if required.
1st Interviews to be held week commencing 7 December 2020
Start date – by mid-January 2021
CV and covering letter to by 27 November 2020