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Visitor Services and Membership Coordinator

Hastings Contemporary
Job in Hastings, East Sussex
Posted on 30-10-19

Visitor Services and Membership Coordinator

Full time, permanent, 40 hours per week over 5 days, to include Saturday or Sunday each week
£20,000 p/a

Responsible to: Visitor Services Manager Responsible for: Welcome Assistants, Duty Managers, Volunteers

The focus of this role is on administrating the gallery’s membership scheme and supporting the Visitor Services Manager in the day to day running of the gallery. With over 2000 members to look after this position will play a key role in assuring the database, newsletters and renewals are developed to retain and increase membership.

The successful candidate will have previous experience in a similar cultural setting or have worked in a busy customer service environment. You will be able to work independently with a creative and flexible approach to problem solving and sales. Strong IT skills and previous cash handling experience are required and the ability to work with databases, till systems or EPOS systems preferred. This role is full time Sunday to Thursday or one weekend day per week with the main hours between 9:30am-5:30pm but with the flexibility to work weekends, evenings and bank holidays when required.

Purpose of the role:
• To manage the membership scheme, including administration, record keeping, staff training, renewals, and direct debits, compiling monitoring reports, upselling, and programming membership events
• To assist in managing all aspects of the visitor service experience and ensure that Hastings Contemporary offers a positive and engaging experience to all visitors
• To act as a Duty Manager while the gallery is open
• To generate new income streams by developing group tours
• To provide admin support for the office and Director as needed

Front of House
• Ensure the gallery is open and operating in line with opening hours, policy and procedure
• Assist in managing the cash handling system, troubleshooting, taking the lead on Gamma EPOS system updates and technical problems
• Respond to any building issues or reporting them to correct member of the team for repairs.
• Support the Director of Operations in building maintenance and have an eagerness to learn building management
• Assist the Visitor Services Manager in the recruitment, training, and managing of the front of house Welcome Assistants, Duty Managers and Volunteers
• Ensure all public areas offer a welcoming environment to visitors and are safe, clean, and smartly presented
• Act as designated First Aider (training provided)
• Prepare daily rotas to assist the Visitor Services Manager when required
• Work closely with the Learning Manager to welcome school and group tours and be able to delivery group tours
• Assist in the daily reconciliation procedures, banking and accounting for all front of house transactions
• Engaging with visitors and regularly reviewing visitor feedback with the team to find ways of enhancing their experience
• Working closely with the other gallery departments to ensure mutual understanding of strategic and operational aims
• Encouraging group visits, managing bookings and seek new group tour opportunities in coordination with the Communications team

• Manage the membership scheme, database, monthly reporting, renewals, and the direct debit sales with Go Cardless.
• Train the front of house staff to sell, process, and upsell membership
• Manage Gamma Membership software
• Resolve any membership issue quickly and effectively
• Compile reports and conduct quality assurance surveys
• Manage all aspects of member communication including working with the marketing team to produce the Membership Newsletters
• Coordinate with the Communications and Marketing Manager on providing content and distribution of monthly member and mailing list newsletters
• Regularly review membership data including developing monthly reports for the Director of Operations
• Work closely with the Senior Management Team in planning membership events and opportunities for members which retains and grows the membership offer
• Coordinate with the Director to support the Director Circle members
• Identify new income streams for membership through promotion and opportunities to move members to high level giving
• Support the Communications and Marketing in private view lists, RSVP email, and coordination of the events

Administrative support
• Order stationary and other office supplies and sundries for the general office
• Order photocopier supplies and liaise with suppliers
• Manage and reconcile petty cash
• Provide administrative support to the Director as needed
• Manage the franking machine, supplies and postal deliveries
• Work Private Views supporting the Front of House Team and manage guest lists
• Lead and champion the Environmental Working Group and Environmental Policy

Other duties as required with a flexible approach to workload to support the organisation as part of the gallery team.

Person Specification
• A positive, calm and proactive approach
• Previous experience in a front facing customer or visitor attraction role
• Dedication to delivering excellent customer service
•  IT skills
• Ability to work independently and problem solve creatively
• Eagerness to learn and develop the role
• Proven excellent written and verbal communication skills
• A confidence in dealing with people one to one and in public speaking

Pension scheme
33 days holiday (including bank holidays) Employee Assistance Programme Location on Historic Fishing beach in Hastings Discounts in the shop and café

To apply:
Please send a cover letter and CV detailing your relevant experience, skills, and knowledge you possess which make you suitable for this post. You will need to demonstrate that you meet the requirements outlined in the job specification.

Please send this information and a separate email with the Equal Opportunities form to: or Hastings Contemporary, Kim Kish, Rock a Nore Road, Hastings, TN34 3DW

Deadline: 17 November

We are unable to provide feedback on applicants that are not invited to interview. Applications will be kept on file for 3 months in compliance with our Data Protection regulations for recruitment.

Hastings Contemporary is an Equal Opportunities Employer

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