Welcome Desk Supervisor

Role Title

Welcome Desk Supervisor

Team

Welcome Desk

Reports to

Head of Operations

Date Issued/Revised

April 2022

 

Birmingham Botanical Gardens is an independent educational charity aiming to offer world class environmental education in a green environment to audiences in all sectors of the community.

ROLE PURPOSE

The Welcome Desk Supervisor will support the Head of Operations by supervising the Welcome Desk team on a day to day basis. The post holder, along with Welcome Desk team and volunteers, will act as the principle point of welcome for all visitors to Birmingham Botanical Gardens.

The Welcome Desk Supervisor will ensure that the highest level of customer service is offered to visitors in person and by telephone to create a positive visitor experience and to maximise sales for Birmingham Botanical Gardens. In addition, the post holder will drive ticketing and membership targets, operate a computerised ticketing system (Spektrix) and coordinate rotas and timesheets.

PRINCIPAL ACCOUNTABILITIES

1. Supervise the Welcome Desk staff and volunteers, ensure that cash is handled in accordance with Birmingham Botanical Gardens procedures and operate the computerised ticketing system effectively.

2. Deliver an outstanding first impression for all visitors to Birmingham Botanical Gardens ensuring that the highest level of customer service is offered to create a positive visitor experience and maximise sales.

3. To remain fully informed about Birmingham Botanical Gardens programme and upcoming events

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4. Liaise with the Events Co-Ordinator regarding any special requirements for the Welcome Desk including additional cover for special events.

5. Provide support and assistance to the Welcome Desk staff and volunteers, to deal appropriately with any customer service issues and handle all enquires promptly and professionally

6. Oversee data capture, offering support to the Welcome Desk team and ensuring that targets are met

7. To ensure the Welcome Desk is tidy and well-presented throughout the day and that supplies of leaflets and other relevant Birmingham Botanical Gardens print are on display.

8. To ensure that weekly membership and gift aid targets are set and achieved.

9. Data entry and updating (where appropriate) of all events and activities onto Spektrix.

10. Ensure the smooth running of the Welcome Desk on a day to day basis keeping staff informed of developments, planned activities and events.

11. To ensure that all financial transactions at the Welcome Desk are managed in accordance with Birmingham Botanical Gardens procedures.

12. Proactively manage and seek out new group bookings opportunities resulting in increased sales

13. Support the Welcome Desk staff and volunteers with the effective use of Spektrix.

14. Provide ongoing support and assistance with training of the Welcome Desk Team and volunteers.

15. Ensure that routine tasks are undertaken by the Welcome Desk staff in accordance with Birmingham Botanical Gardens procedures.

16. To coordinate rotas and holiday cover for the Welcome Desk team ensuring that adequate cover is arranged at all times.

17. To coordinate timesheets for the Welcome Desk team in conjunction with the Head of Operations for the purposes of payroll.

18. To facilitate communication of day to day matters between the Welcome Desk team and Volunteers

19. To act as the point of contact for escalated complaints.

20. To understand and support the aims and objectives of Birmingham Botanical Gardens and to ensure these are reflected in the delivery of the role.

21. Contribute to the identification of Departmental objectives for the short, medium and long-term in developing and implementing the company’s Strategic Plan.

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22. Contribute to department budget planning and management.
23. Act as Duty Manager when required on the shared Management rota

SPECIFIC RESPONSIBILITIES

1. Act as principle point of welcome for all visitors to Birmingham Botanical Gardens ensuring that the highest level of customer service is offered to create a positive visitor experience and maximise sales.

2. Supervise the Welcome Desk team; ensure that cash is handled in accordance with Birmingham Botanical Gardens procedures and operate the computerised ticketing system (Spektrix) effectively.

3. Drive sales and membership targets to increase the bottom line.

WORKING CONDITIONS

Customer facing environment, weekends and evenings

PERSON SPECIFICATION

Area Essential Desirable
Knowledge
  • Strong time management
  • A focus on the customer experience in everything you do.
  • Reliable and trustworthy
  • Multitasking abilities
  • Able to work under pressure
  • Ability to communicate to both senior management and site staff.
  • Knowledge of the Visitor Attraction sector
  • Knowledgeable of ticketing and sales
Experience
  • Previous experience of working in a customer facing, visitor attraction environment
  • Computer literate (Microsoft software)
  • Experience of working with Ticketing systems (Spektrix preferable)
  • Experience managing staff
  • Experience of working to budgets
  • Managed or worked with volunteers
Skills
  • A good motivator who works collaboratively with a high level of enthusiasm
  • Positive proactive attitude
  • A good eye for detail
  • Flexible and able to work on own initiative
  • Able to work as part of a team and interact effectively with staff and stakeholders
  • Proven ability to think and act strategically
  • Well-developed management skills
Other
  • Must be able to travel with a located area within Birmingham;
  • Must pass background check.

 

Salary £20,500 per annum
32 hours a week including weekend and out of hours working

How to apply

To apply for this role, please send your CV and covering letter to operations@birminghambotanicalgardens.org.uk