JOB DESCRIPTION

Job Title:

Switchboard and Bookings Assistant

Department: Security & Visitor Services Team : Contract: Pay band: V&A Bookings & Information Team Permanent, full-time, 36 hrs per week. 7

Reporting to: Bookings Systems Manager Purpose Purpose of Job Be the primary Switchboard operator and assist in administering the day to day running of the V&As Bookings Office for the Museums programmes and events, including all Museum courses. Deal with telephone, on-line and written enquiries in a professional and timely manner. Deal with Internal Room Bookings for spaces managed by the V&A Bookings & Information Office. Input figures for drop in events and activities, and update addresses for Mail Me cards or postal returns. Book self-guided visits for groups, plus any lunchroom requirements. Background The Bookings and Information Team in the Security and Visitor Services Department of the V&A deals with all telephone and on-line event bookings, it fulfils on-line and group exhibition bookings, and handles room bookings on behalf of the Museum. The Bookings Office is also responsible for the booking and database systems, dealing with resource management, the booking of events and activities and administration of the databases. The databases, which provide information to support and manage these functions, require continual data management and updating. Currently operating five days a week, this is a front-line service dealing with a total of over 140,000 visitors annually, and approximately 27,000 phone enquiries from a broad cross-section of the public, institutions and commercial organisations. The enquiries cover the full range of Museum activities and events and the role is customer focussed and demanding.

Main tasks

1.

To be the main Switchboard operator for the museum.

2. To answer all telephone, on line and written enquiries in a pleasant and efficient manner and to provide a high standard of customer service to colleagues and the public. 3. To assist visitors with the planning of their visit, offering advice on the facilities and resources available. 4. To be knowledgeable about all V&A events and activities and deal with all enquiries relating to them. To ensure that any requests for information are handled promptly and courteously. 5. To carry out financial processing of ticket payments. 6. Maintain records for bookings using PATRON EDGE and ARTIFAX computer systems, including payment, address and banking details for groups and individuals. 7. To support other members of Visitor Services by providing information as required on activities and events. 8. Maintain database and manual systems, ensuring they are up to date. 9. To be committed to health and safety, to ensure familiarity with all of the Museum's health and safety policies and procedures and to be aware of Museum provision for access. Be security conscious, ensure familiarity and co-operation with all museum security procedures and ensure you wear a security pass at all times when on museum premises. 10. Promote equality and diversity in all aspects of your work by developing and maintaining positive working relationships, ensuring that colleagues are treated fairly and with respect/dignity and actively contributing to developments that support the museums strategy for widening access, inclusion and diversity. 11. Carry out ad hoc duties as requested by appropriate managers within your department.

PERSON SPECIFICATION Essential requirements 1. Excellent call handling skills and the ability to deal with intensive telephone work with confidence and professionalism. 2. High level of awareness of customer care issues and the ability to deal with people in a polite and calm manner. 3. Good administrative and organisational skills to manage bookings efficiently. 4. A good working knowledge of booking systems, Excel, MS Office, email and internet. 5. Demonstrable understanding of access related issues. 6. Demonstrable ability to plan and prioritise workloads. Willingness to take on routine tasks. 7. High level of numeracy, accuracy and attention to detail. 8. Experience of team working and flexibility in sharing team workload. 9. Undertake week-end and evening work when required. Desirable requirements 1 2 3 Demonstrable knowledge of and keen interest in, the arts. Administrative experience preferable. Self starter who takes initiative and has a keen interest in developing this role within the remit of an expanding department, and who can assist in the development of the Museums Booking Office procedures and maximise ticket sales. 4 Can do attitude and willingness to expand expertise and share skills with others.

To apply To apply online, please go to the V&As website at www.vam.ac.uk/jobs To apply via paper application please pick up an application form from Charles George in Human Resources. If you have any queries regarding the recruitment process, you can email us hr@vam.ac.uk or telephone us on 020 7942 2937. Closing date for applications - Midnight on Friday 30 September 2011 (Paper applications to be sent to Charles George in Human Resources by 5.00 pm on 30 September 2011). Interviews will be held on 18 October 2011.