Job description

Job title: Bookings and Systems Officer Department:

Visitor Experience Salary: £23,200 (FTE £29,000)

Reporting line: Visitor Experience (VE) Manager

Works closely with: VE Management, Development, Commercial, Curatorial, Creative Learning and Communications

Role type: Part-time, i.e. 28 hours pw

Job purpose

As an active member of the Museum’s Visitor Experience management team, manage key corporate systems that support ticketing of a range of activities, venue management, invoicing, visitor counting and customer relationship management. Coordinating the Visitor Experience team in resolving email and telephone booking enquiries, supporting visitors and group leaders to book tickets online and over the phone, always providing exceptional customer service.

To provide timely and accurate reports drawing data from various systems. S

upporting the VE team with day-to-day management as required.

Our values, and how they are represented in this role, you must be:

Bold - brave in trying new things, taking action and fighting for change on issues affecting the ways we live.

Kind – friendly, generous and considerate in all your actions

Eco-active – embed climate action in all decision-making and encourage visitors to make eco-minded choices at home. Equitable – act transparently, ethically and inclusively - and allocate resources, time and care equitably

Main responsibilities

Be an active member of the Visitor Experience Management Team, attending daily briefings and occasionally being the manager in charge during opening hours. This will include occasional locking and unlocking of the museum.

Ticketing system and visitor information

• Be the owner and Super-User of the online and in-building ticketing platform (Digitickets), troubleshooting technical problems as they arise and liaising with the vendor.
• Help visitors to book, amend or cancel event, tour and exhibition(etc.) tickets or support colleagues to resolve these queries
• Add events and activities to the system at the request of colleagues from across the museum and enable those colleagues to track sales and receive post event data including mailing list sign-ups.
• Respond to requests from visitors and group leaders with additional access requirements and help them plan their visit 
• Coordinate VE colleagues in responding to email and telephone queries including signposting to relevant areas such as curatorial, venue hire etc.
• Receive school workshop requests and self-led visit requests, process them (including invoicing/payment), and provide additional information about our offer to ensure groups have the best possible day out.
• Maintain the system including data cleaning and duplicate checking
• Schedule communications from the system to ensure that visitors and group leaders feel well informed and can offer feedback after attendance.
• Regularly review the provision, making recommendations to system usage changes or replacement systems as required 

Venue management system

• Be the owner and Super-User of the venue management system (ArtifaxEvent), troubleshooting technical problems as they arise and liaising with the vendor.
• Monitor use of the system ensuring colleagues across the museum have the skills and understanding to use it correctly. 
• Resolve double-bookings and clashes, using initiative to offer alternative solutions
• Follow-up with staff who have placed a room on hold to ensure no space goes unused
• Work with the Finance team to ensure that invoices generated by the system are correctly raised and processed.
• Own relationships with key community users of the museum spaces ensuring that their needs are met within the terms of our agreements with them.

CRM

• Be the owner and Super-User of the CRM (Access thankQ), troubleshooting technical problems as they arise and liaising with the vendor.
• Train colleagues in its use and encourage widespread uptake of the system.
• Maintain the system including data cleaning and duplicate checking.

Visitor counting

• Be the owner and Super-User of the visitor counting system (Intelligent Counting), troubleshooting technical problems as they arise and liaising with the vendor.

Reports

Provide a selection of reports as required including:

• Weekly visitor/donation/retail/tours reports
• Monthly sales reports and Museum KPI reports

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

Key performance indicators (KPIs)

• Ensuring the Museum’s ticketing and venue management systems are always up to date
• Maintaining a consistent online ticket offer, troubleshooting issues in a timely manner 
• Increasing use of the museum CRM
• Delivering accurate reports in a timely manner
• Attending operational meetings and sharing ideas to help improve how we work
• Developing strong relationships with school and group leaders

Skills/Knowledge/Experience/Personal Attributes:

Type of technical, specialised skills or personal attributes that are required to deliver ‘main responsibilities’ above.

Essential:

• Methodical administrative experience, including managing a busy calendar
• Providing excellent customer service, in person, on the phone and by email
• Use of a ticketing system to manage event ticketing
• Being the key user or owner of a corporate IT system
• Good working knowledge of data privacy and GDPR compliance
• Able to work independently and use own initiative to solve difficult problems
• Attention to detail and a keen eye for data quality
• Strong team player with the ability to support, motivate and negotiate between colleagues

Desirable:

• Issuing payment instructions and processing invoices 
• Working with data to create insightful reports
• Use of DigiTickets, ArtifaxEvent and Access thankQ CRM systems
• Use of Venue Management Systems
• Commercially aware with an enterprising approach

We welcome applications from all sections of the community and are committed to maintaining an inclusive working environment, with a diverse workforce. We value individuality, equality and representation and appoint on merit.

As a Disability Confident Committed employer, our recruitment is inclusive and accessible. If you would like to request an alternative application format on disability grounds, please contact us on jobs@museumofthehome.org.uk

All back of house roles on minimum 4 days per week will work approximately one shift per month in the galleries as part of our Visitor First scheme.

This role may require some evening, weekend and bank holiday working.

This role will require a basic DBS clearance.

Working to make Museum of the Home an amazing place to work.