recruitment pack visitor experience managers · 2016-02-18 · concorde aircraft preserved in the...

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Recruitment Pack

Visitor Experience Managers

Human Resources Department National Museums Scotland Chambers Street Edinburgh EH1 1JF Tel: 0131 247 4094 Email: [email protected]

mailto:[email protected]

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Background

1. National Museums Scotland is one of the UK’s leading museum organisations and a flagship in Scottish cultural life. It has a national and international reach and is responsible for the acquisition, preservation and display of a substantial part of Scotland’s cultural, historic and national heritage. The collection of National Museums Scotland includes over twelve million objects which have been built up over 150 years. They encompass a broad range of internationally important collections in subject areas such as archaeology, world cultures, natural sciences, science and technology, decorative and applied arts and Scottish history and culture

2. The prime purpose of National Museums Scotland is to preserve and develop the

national collections and interpret them for a large and broad audience. The collections are displayed at four museum sites and in the growing digital channels, as well as across Scotland and internationally through loans and exhibitions.

3. The National Museum of Scotland is the largest UK museum outside London, displaying over 20,000 items across 36 galleries. In 2011 a key focus of activity was the redevelopment of the National Museum of Scotland. This has been one of the largest museum redevelopments in the UK in the past decade. The £50 million project has seen the 150 year old building transformed with 16 new galleries, a new three-storey Learning Centre, enhanced public spaces and thousands of new objects on display. The project has been funded by the Heritage Lottery Fund, the Scottish Government and private sector support. The fundraising target for the latter was significantly exceeded.

4. The redeveloped Museum generates £58m per annum of additional income within the Scottish economy, supports 1,500 jobs in Edinburgh and attracts some 1.75 million visitors per year whilst also offering new facilities for events and other income generating opportunities.

5. The next phase of the Masterplan is now underway, with a focus on developing a further 10 vibrant and engaging galleries which will open in Summer 2016. The Heritage Lottery Fund and Wellcome Trust have confirmed large grants towards plans to implement the next phase of development at National Museum of Scotland. The £14.1 million project will create 10 new galleries to showcase the internationally important Science and Technology and Art, Design and Fashion

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collections. Around 75% of the objects in the galleries will be going on display for the first time for a generation or more. The displays will include major internationally important items and will champion excellence and innovation, offering an inspirational resource for the scientists, engineers, artists and designers of tomorrow. A final stage of the Masterplan will see the creation of new Ancient Egypt and East Asian galleries in 2018.

6. Initial planning will begin in the near future on the redevelopment of the Scottish Galleries at the National Museum. In 2018 these galleries will be 20 years old and it is envisaged that over the next few years a Masterplan for their replacements will be produced and have begun to be implemented. This will become a major focus for the Department of Scottish History and Archaeology as well as colleagues elsewhere in the organisation.

7. Investment continues in the other museums and their programmes, to broaden visitor appeal and improve care of collections. At the National Museum of Flight, for example, the implementation of the first phase of a Masterplan has seen £2.5 million of improvements over two years that resulted in a 24% increase in visits and the award of Visit Scotland’s prestigious five-star visitor status. The second phase of the Masterplan (2013 – 2016) will be the redevelopment of two Hangars to provide a significantly enhanced visitor experience by dynamically re–interpreting the collections as well as providing more appropriate environmental conditions for the internationally important aviation collections. The development will also provide for the restoration of the historically important hangars which form part of the East Fortune Airfield Ancient Scheduled Monument.

8. National Museums Scotland achieved record attendance in 2013/14 with almost 2.5m visits, plus 1.6 million website visits (up 8% on the previous year). Beyond the museums, activities are delivered in all 32 local authority areas in Scotland. Internationally, National Museums continues to strengthen links with museums and other organisations in India, North America, Australia, New Zealand, China and Africa, with a wide range of projects in progress or in development. National Museums Scotland also has a critically important role to play within Scotland, supporting and enabling the museum community through sharing skills, training, loans and community engagement activity.

9. National Museums Scotland includes the National Museum of Flight, the National War Museum, and the National Museum of Rural Life.

National Museum of Flight: recognised as the broadest aviation collection in the UK with an internationally important collection. It is now home to one of the three Concorde aircraft preserved in the UK. With new developments recently completed, a further phase of the site Masterplan is planned to open in March 2016.

National Museum of Rural Life: opened in July 2001, the museum enables visitors to learn about Scotland’s rural past on a site which combines a 140 acre working farm, exhibition building and an outdoor events area. Over the past few years activities at this site have expanded, especially in relation to large scale outdoor events.

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National War Museum: explores the Scottish experience of war and military service over the last 400 years. Scotland's military history is presented in galleries housed in mid-18th century buildings at Edinburgh Castle.

10. In addition, the National Museums Collections Centre provides a home for objects not currently on display and also houses the new conservation centre and related collections activities. Significant redevelopment site including the building of a 4,000 square meter new storage facility was completed in 2015 which allowed reconfiguration of stored collections. The next phase of work of the master plan is to extend an existing building to develop up to a further c2000s/mq of accommodation over two storeys.

Visitor Experience Directorate

1. The Directorate has responsibility for customer service, operational issues, staffing events and all customer facing aspects of National Museums Scotland seven days per week, 364 days per year.

2. The aim is to ensure that the visitor service experience received by visitors exceeds their expectations and that our museums maintain a sustainable position as leading visitor attractions within their geographical areas.

3. We aspire to have a wide audience base with a greater number of visitors who visit

more often. Our physical environment will be attractive and of high quality, with services, products, attractive retail and catering facilities designed and delivered around the specific needs of visitors. Our team will be developed to support the visitor experience and to ensure that visitor access requirements are met and their satisfaction levels will be high.

4. The primary role of Visitor Experience is to provide a five star level of customer

service within the museum facility. Each visitor should feel welcome and encouraged to talk with any member of the team so that they leave feeling that they have had a great visitor experience.

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Visitor Experience Manager Role 1. With an established reputation for excellence both nationally and internationally,

National Museums Scotland is proud of its achievements in putting the visitor experience at the heart of everything we do.

2. To support us in maintaining these high standards for our visitors, we are pleased to

announce an exciting opportunity to join us as a Visitor Experience Managers. These are new posts that we consider is vital in taking forward our ongoing agenda in continuous improvement of the visitor experience.

3. Our Visitor Experience team is continually evolving to enable it to meet and where

possible exceed the needs and expectations of our visitors. You would be joining us too at what is an exciting and dynamic time for the Museum with the opening of 10 new galleries in the summer and a diverse range of exhibitions and programmes of activity that are taking place alongside our existing collections across all of our sites.

4. The Visitor Experience team have also done a lot of work in evaluating how they best

support the visitor experience and a programme of activity is in place to support changes for the benefit of both visitors and staff.

Job Description

Purpose of Post: To manage the Visitor Experience team at the National Museum of Scotland and the National War Museum to ensure the delivery of an excellent visitor experience with consistently high standards of service that also compliments and supports the broad range of learning activity and events undertaken throughout the Museum.

Key Responsibilities:

To manage and motivate the Visitor Experience teams at the National Museum of Scotland and the National War Museum to deliver an excellent visitor experience which is welcoming and enables them to get the most out of their visit.

To be responsible for the effective training and development of the Visitor Experience team, allowing high standards to be maintained in all aspects of their work.

To ensure effective communication and engagement with Visitor Experience staff, involving them where appropriate in pursuit of improving the visitor experience.

To take responsibility during incidents and emergency situations, liaising with appropriate stakeholders, to ensure the health, safety and access/exit of visitors and staff and the safeguarding of the collections.

To ensure the continued development and improvement of the Visitor Experience function and that visitor or staff feedback is responded to appropriately, liaising effectively with other Departments across the Museum and NMSE as necessary.

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To maintain a regular and prominent ‘on the floor’ presence on a daily basis, anticipating the needs of visitors and the Visitor Experience team as appropriate.

To be responsible for developing and managing the Visitor Experience rosters, ensuring that there is flexibility in the use of staff on a daily basis.

To manage the daily operation of the ticketing and data collection process.

To support the organisation of, and act as Duty Manager for, receptions, events and programmes.

To manage the delegated Visitor Experience operational and resource budgets on a day to day basis.

To be committed to good health and safety and access practice and ensure familiarity with National Museums Health and Safety policies, procedures and guidelines.

Expected Outcomes:

A consistent, customer focused approach that puts our visitors and audiences at the heart of all Visitor Experience activity.

An awareness of customer needs and expectations which are translated into a welcoming, high quality service for all visitors.

Efficient team working.

A well-trained and motivated Visitor Experience workforce that is committed to the continued enhancement of the visitor experience.

Increased visitor satisfaction from the museum experience(s)

Effective partnership working and engagement with the trade unions in pursuit of an improved visitor experience.

Cost-effective use of resources

Effective communication of NMS programmes/events

Reports To: Head of Visitor Experience

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Facts and Figures: Budget: Delegated budgetary responsibility for operational and resource budgets as appropriate. Staff Managed: Visitor Experience Team Leaders x 6 Indirect Staff Managed: Visitor Experience Assistants x 70 (approx) Other: More than 2.25 million visitors per annum across both sites

Thinking Skills (Judgements / Decisions Made):

Deployment of Visitor Experience staff to full effect, ensuring a seamless service is provided at all times

Know how to resolve incidents to a satisfactory outcome

Know when and from whom to seek assistance and advice from other National Museums Scotland staff

Ensuring collections care, assisting visitor access to knowledge of collections

Awareness and understanding of Visitor Experience staff welfare and individual development needs

Organisation of job-related staff development programmes for Team Leaders

All matters relating to Visitor Experience on a day-to-day basis

Make decisions on staff management issues and help / advise Team Leaders as required

Provide resolution of system faults and issues on the ticket system

Communication and Contact: Internal:

Head of Visitor Experience and all Visitor Experience staff

Public Programmes staff (Learning & Programmes; Exhibitions & Displays; Information Services)

Security staff

Support Services staff

Human Resources staff, including Health & Safety Manager

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Trade Union representatives

Estates staff

Library staff

Curatorial staff

Marketing & Development staff

Design staff

Training & Development Officer

ICT staff External:

A wide range of visitors and external partners, customers and suppliers

Most Challenging Parts of the Job:

Working with other Visitor Service Managers to manage and motivate a large and diverse staff team in a large department that is undergoing organisational and cultural changes

Using available resources to full potential

Using initiative and creativity to maintain the motivation of Visitor Experience staff

Responding to and resolving incidents to a satisfactory outcome

Being flexible, calm and positive when day-to-day operations are altered by work schedules, programmes, changed priorities and changes to the rota

Managing time effectively and prioritising work with competing deadlines

Ensuring fair and consistent management practices across all teams

Other Requirements, e.g. Multi-site Working, On Call, etc:

Work to a systematic rota including regular weekends

Act as Duty Manager as required

Carry out Duty Manager / Event Manager responsibilities during events if required

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Other Requirements, e.g. Multi-site Working, On Call, etc, cont:

Overtime work is voluntary, however there may be occasions when overtime work is required e.g. emergency situations

Organisational Chart:

Head of Visitor Experience

Visitor Experience Manager (NMS/

NWM)


NWM)


NWM)

General Manager (NMoRL)

General Manager (NMoF)

Visitor Experience Team Leaders x 6

Person Specification

Knowledge Essential or desirable

Evidence assessed by

Educated to SCQF level 8 (i.e. HND; HE Diploma; SVQ4) or equivalent in a relevant discipline.

Essential Certificate / Application

Understanding of the needs of the Museum

Essential Application / Selection Event

Detailed knowledge or good understanding of current developments in the visitor, museum sector and tourism markets


Knowledge and understanding of current and emerging legislation and best practice in respect of health & safety matters


Degree or equivalent in Tourism, Visitor Attractions or Museum & Gallery Studies

Desirable Certificate / Application

Awareness of Child Protection guidelines

Desirable Application / Selection Event

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Skills Essential or desirable


Ability to find creative and innovative solutions to challenges


Ability to anticipate and handle visitor feedback and / or complaints with ease and authority, assessing situations using discretion and judgement to find solutions to problems.

Essential Application/ Selection Event

Ability to anticipate the needs of the VE team in undertaking their roles and provide the appropriate level of support.


A proactive approach to promoting the principles of equality and diversity in relation to visitors’ needs.


Highly organised with the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines while staying calm under pressure.


ICT skills in Microsoft Word, Excel and Outlook; also a working knowledge of a ticket system (Databox or equivalent)

Essential Certificate / Application / Selection Event

Administrative and report-writing skills


Experience Essential or desirable


Experience in working in a museum or visitor attraction in the area of Visitor Services with some experience in a management capacity


Experience in working at middle management level capacity


Experience of identifying training needs and appropriate courses


Experience in monitoring change and identifying areas for improvements


Experience in implementing a staff training programme as part of the on-going development of Visitor Services staff

Desirable Application / Selection Event

National Museums Scotland has a Competency Framework with six competencies. Individuals for this job are expected to demonstrate competence in all six competencies.

Competency Level Detail

Building Relationships Works effectively and professionally as part of their team and with others across the organisation; collaborates and networks for specific outcomes and projects; forms partnerships, nationally and internationally for mutual benefit

2 Collaborates with others

Understands other National

Museums Scotland‘s roles and functions, including interdependencies and the impact these have on own area of work.

Promotes and raises awareness of own role, department and function, internally or externally

Encourages co-operation between departments, sites and directorates.

Considers and sees different perspectives on issues, between people, across departments or organisations for mutual benefit.

Works with external stakeholders and organisations to deliver objectives.

Communicating and Engaging Uses interpersonal skills flexibly to communicate, influence and negotiate both

3 Influences and persuades in complex situations

Communicates with credibility and authority presenting a compelling point of view.

Considers the needs of National Museums and its staff in determining appropriate communication and channels.

internally and externally to ensure a shared understanding and a commitment to act.

Influences and persuades senior stakeholders and gains commitment of others to act and achieve outcomes.

Delivers difficult messages constructively to staff, customers and others when required.

Keeps lines of communication open at all times for feedback and exchange.

Focusing on Customers Places the customer at the heart of what we do, engages, listens and responds to create an outstanding experience and a culture of service excellence, both internally and externally.

3 Manages Customer Expectations and relationships

Proactively finds out what our diverse customers want by consumer research and testing.

Analyses the needs of our customers and takes action to enhance and improve customer service.

Develops and effectively manages a network of existing and potential customers internally and externally.

Support colleagues in meeting and managing the expectations of their customers.

Ensures customer focused processes, frameworks and systems are in place and operate effectively.

Improving and Innovating Builds personal and organisational capability to continuously improve to enable National Museums Scotland to excel and lead within the sector.

3 Seeks opportunities to continuously improve

Monitors the external environment for emerging trends and opportunities and shares this information.

Positively manages resistance and blocks to change and innovation through engaging with others.

Initiates changes which contribute to continuous improvement.

Proactively manages the impact of innovation and change on staff and stakeholders.

Gives feedback on ideas and suggestions constructively and feeds them in to short and long term planning.

Leading and Managing Sets direction and drives performance of National Museums Scotland.by supporting, involving, developing and enabling staff and others to contribute to the present and the future of National Museums Scotland.

3 Manages Managers

Consistently inspires and encourages others to develop their potential in line with strategic direction.

Supports managers dealing with under-performing staff, high performers and succession planning.

Involves team and other stakeholders but is able to take the final decision.

Develops team to effectively deliver based on complementary skills, background and strengths and weaknesses.

Delegates effectively and empowers staff by trusting and giving them freedom to act.

Planning for Success Realistically plans tasks, programmes and projects in consultation with stakeholders and existing resources and making decisions for effective delivery.

2 Implements Plans

Prioritises own workload to meet conflicting demands.

Implements plans for delivery, building in flexibility to cope with last minute demands.

Consults with relevant stakeholders to ensure the output, the outcome and the plan to meet their needs.

Takes into consideration the impact of actions and decisions on others and puts in place measures to minimise them.

Thinks ahead to identify potential obstacles and proactively solves issues to minimise the impact on delivery.

General Information

The posts of Visitor Experience Managers (Grade 4) are full-time permanent appointments, working 37 hours per week, based at the National Museum of Scotland, Chambers Street, Edinburgh. Further details of the post are outlined below. Salary The salary range is £26,660 to £29,860 per annum. Salary on appointment will be subject to qualifications and experience, and will normally be at the minimum of the pay range. Pay, including pay progression, is reviewed in negotiation with the recognised trade unions, with an annual settlement date of 1 August. Where an internal candidate is successful in being selected for a post which is the same grade as their current post, they will transfer to the new post on the same salary with pay progression as normal. Hours This post is 37 hours per week, excluding lunch breaks. There is a requirement for the postholders to work to a published rota. This will include working weekends, public holidays and occasional evenings in support of the business. Annual leave There is an annual leave allowance of 25 days per annum pro rata, rising to 30 days per annum after five years’ service. In addition, all staff receive 11.5 public and privilege holidays per annum pro rata. Probation Staff are on probation for a period of six months from date of appointment. Pension Staff of National Museums Scotland are eligible to join the Civil Service Pension arrangements, which are a valuable part of the pay package. The pension is secure, being backed by government guarantee. The organisation pays up to 24.3% of your

gross salary towards your pension. Members’ contributions are comparatively low. The choice of scheme is as follows: alpha. This is an occupational pension scheme. As at 1 April 2015, member

contributions range from 3.5% rising to 8.05% according to salary band. As your employer, we meet the rest of the cost of the scheme.

partnership pension account. This is a stakeholder pension, with a contribution from ourselves. How much we pay is based on your age. We pay this, regardless of whether you choose to contribute anything. You do not have to contribute but, if you do, we will also match your contributions, up to 3% of your pensionable earnings. The contributions are in addition to the age-related contribution mentioned above.

NB: It should be noted that annual increases in employee contributions to the Civil Service Pension arrangements will be advised by the Cabinet Office to National Museums Scotland on an annual basis.

Eligibility to join the main scheme may be affected by such factors such as: previous service in a Civil Service department; a Civil Service pension already in payment; or having been awarded enhanced benefits on leaving a Civil Service employer. New members of National Museums Scotland staff whose eligibility is not affected by any such factors will be automatically entered into alpha upon appointment until their pension choices form is confirmed or if they decide to opt out of the Civil Service pension arrangements altogether. If you do opt out, the Pensions Act 2011 requires all employers to automatically re-enrol all eligible workers who are not in a qualifying pension scheme. This takes place periodically, usually every three years, from the employer’s staging date. National Museums Scotland staging date was 1 November 2013. Our approach to Equality and Diversity We are committed to promoting equal opportunities, and part of this commitment relates to our aim to appoint the best person for the job regardless of their gender, age, gender reassignment, disability, pregnancy, colour, race, nationality, ethnic or national origins, sexual orientation, religion or belief, or because someone is married or is a civil partner. Impact Assessments have been undertaken to review our Human Resources policies to ensure that individuals and groups are not treated adversely and where possible, we have begun to develop policies that have a more positive impact, to help us attract and retain a diverse workforce. We also undertake Equal Opportunities Monitoring to evaluate the effective implementation of our policies and procedures and to comply with legislation. Information relating to our Equality Schemes and Action Plans can be found on our website. Here are some of our policies that are designed to enable you to balance your work and your life commitments: Flexible Working Hours Scheme Flexible Working Arrangements Part Time Working Special Leave Dependent Leave Maternity and Paternity Leave

Adoption and Parental Leave Shared Parental Leave Employee Assistance Child Care Voucher scheme Gender Reassignment

Work Life Balance - Career Breaks and Flexible Working If you have any special requirements either to complete the application form or in order to attend an interview or selection event or have any other questions then please contact our HR team. Employee Savings Staff employed by National Museums Scotland have the opportunity to access an exclusive website through which they can access savings and discounts from over three hundred high street and on line retailers. The wide range of goods and services available at a reduction range from everyday essentials such as food shopping to occasional purchases such as white goods and holidays. This is in addition to employee discounts in our shops, restaurants and cafes and free or discounted entry to National Museums Scotland properties and other cultural institutions and visitor attractions across the United Kingdom. Capital Credit Union

Capital Credit Union is an ethical not-for-profit financial cooperative that provides savings and lending solutions to its members. National Museum Scotland is a Sponsoring Employer of which means that employees can save into a Capital Credit Union savings account via their monthly salary. By making regular savings in this way, our employees get access to a range of products and services, including dividends, a range of savings accounts, unsecured loan products, fixed and variable rate mortgages, etc.

Cycle to Work Scheme

National Museums run the Salary Sacrifice based cycle scheme ‘Halfords cycle2 work’. Salary sacrifice occurs when an employee agrees to give up part of their salary for an agreed period in exchange for a non-cash benefit; in this case, the loan of a bike/ safety equipment for an agreed period of either 12 or 18 months. Providing the main use of the bike is for commuting to work, employees will incur no tax or National Insurance on the benefit.

Retirement Policy National Museums Scotland does not have a default retirement age. Under the alpha pension scheme, staff may currently access pension benefits without reduction at age 65. Conditions of Service Staff of National Museums Scotland are not Civil Servants, since they are appointed by the Board of Trustees and not by the Crown.

http://www.capitalcreditunion.com/content.asp?section=155






Attendance for interview Candidates invited for interview will be required to attend in person. There are no arrangements currently in place to enable interview by alternative means, for example, video or telephone conference calls. Travel expenses

We will pay up to a maximum of £150 for reasonable travel and accommodation expenses necessarily incurred. Checks will, therefore, be carried out to ensure that any overnight stay is necessary and that cheaper travel options have been sought out. There will be no reimbursement for subsistence. Expenses guidelines Travel expenses are provided by National Museums Scotland to assist you in attending a selection event, please consider the guidelines below before making any travel and/or accommodation reservations. Accommodation will be reimbursed up to a maximum of £85 however cheaper

hotels should be used whenever they are available at an acceptable standard. Use of the Airport Shuttle bus between the airport and the city centre is

encouraged. If a taxi is taken we will only reimburse at the cost of a return bus fare.

If you choose to drive we will pay for the equivalent standard rail fare if less than the cost of mileage.

If possible journeys should be done in one day. £150 is the maximum allowance and we reserve the right to reimburse for less

than this if we feel that the costs aren’t justified. Claims of less than £10 will not be reimbursed. Candidates travelling from outwith the UK should note that expenses may be claimed from point of entry only. Background checks Any offer of employment will be made subject to the receipt of references which are satisfactory to National Museums Scotland and cover the full three-year period prior to the effective date of any appointment. Disclosure Scotland It will be a condition of employment that the successful applicant for this post undertakes a Basic Disclosure Scotland check, the result of which must be satisfactory to National Museums Scotland. National Museums will refund the associated costs. Eligibility to work in the UK Employers are required to ensure that any prospective employee is legally entitled to live and work in the UK. You will be required to provide appropriate documentation as evidence at interview stage, normally in the form of a passport and/or other

document which states that you have the right of residence and right to work in the UK. Where more than one candidate is successful in passing the Selection Board for a post, National Museums is obliged to offer the post to an eligible candidate who already has the right to live and work in the UK (a settled worker), before considering a candidate for whom a Certificate of Sponsorship application would be required. This is because any such application would need to show that no suitably qualified settled worker is available for the post.

Selection Process

For those candidates who are shortlisted to progress to the selection stages, a typical process would be as follows: Selection Event 1. This will usually comprise a two to three exercises:

Competency based interview, written exercise; and/or a one to one role play exercise (or indeed a combination of these types of exercises). These will be assessed against the competencies and responsibilities for the post. The competencies are outlined in the Person Specification above.

How To Apply

Closing date Closing date for completed applications is noon on Tuesday 1 March 2016. Please use reference number NMS16/651 Applications should submit applications electronically via the jobs page of our website at www.nms.ac.uk Please note that CVs are not considered as, or as part of, job applications and will not be forwarded to the shortlisting process. National Museums Scotland is committed to being an Equal Opportunities Employer. We do appreciate the time and effort that applicants invest in applying for opportunities with National Museums Scotland. Unfortunately due to the high numbers of applications we receive we are unable to respond to every candidate to inform them whether or not they have been shortlisted for interview. If you have not had any response within six weeks of the closing date, you should assume that your application has been unsuccessful.

A large print version of this vacancy statement is available from the Human Resources Office, on request.

http://www.nms.ac.uk/

recruitment pack visitor experience managers · 2016-02-18 · concorde aircraft preserved in the...

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