West Berkshire Council
Visitor Services Assistant - 02948
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Job Description: Visitor Services Assistant at Shaw House
We are looking for a welcoming, organised, and customer-focused Visitor Services Assistant to join the team at Shaw House. This front-of-house role is all about helping visitors, clients, and users of the House enjoy a positive, safe, and memorable experience.
You will provide reception and visitor services, support the smooth running of the House, café, and activities, help maintain safety and security, and assist with administration, retail, events, and customer enquiries. The role will involve working flexibly across reception and our café.
Working Pattern
- Monday: 8am - 4pm (with 30 min break)
- Wednesday: 1pm - 6pm
- Weekends: Every third weekend (Saturday and Sunday) 10.30am - 4.30pm
Interviews will take place on Tuesday the 29th of September.
Key Responsibilities
- Provide a friendly welcome and excellent customer care to visitors, clients, and users of Shaw House.
- Deliver reception services and associated administration, including visitor information, enquiries, records, and general office tasks.
- Support café service delivery.
- Work with the catering manager to support café administration, stock control, sales point operation, cash handling, and card payments.
- Assist visitors with access needs and respond appropriately to customer comments, enquiries, and issues.
- Help keep reception and nearby public areas clean, tidy, welcoming, and up to date.
- Support the marketing of services, events, and activities to visitors and potential users.
- Maintain a discreet security overview of the House and act as a Fire Warden in an emergency.
- Work flexibly as part of the team, including weekends, Bank Holidays, and evenings according to the rota.
About You
You will be enthusiastic, flexible, reliable, and highly motivated, with a practical approach and a strong commitment to customer service. You will be confident communicating with a wide range of people, able to stay calm under pressure, and comfortable working both independently and as part of a team.
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Essential Requirements
- At least 4 GCSEs at Grade C or above, or equivalent, including Mathematics and English.
- Good IT skills, including Microsoft Office, Outlook, and using a web browser to access information.
- Ability to maintain accurate records and follow procedures.
- Good observation, communication, and listening skills.
- Ability to deal confidently and sensitively with a wide range of people and their needs.
- A keen eye for detail and quality, with excellent teamwork and presentation skills.
- A responsible, honest, and reliable approach.
- Willingness and ability to work a share of weekends, Bank Holidays, and evenings.
- Confidence in spoken English for all public-facing aspects of the role.
Desirable Experience
- A customer care qualification, such as Welcome Host.
- Previous front-of-house experience in a public building.
- Experience of working in a museum, historic house, or other historic site.
- Good knowledge of English history and an interest in Shaw House’s story.
- Experience in a catering environment.
West Berkshire Council Offer Excellent Employment Benefits Such As
- Access to a wide range of training and development opportunities.
- Generous Local Government pension scheme.
- Family-friendly policies.
- A range of local discounts.
- Wellbeing Programme including Employee Assistance Programme and employee benefits.
- You will also be entitled to a generous annual leave entitlement starting at 28 days per annum (plus public holidays) Rising by an additional 5 days after 5 years’ service. (Pro rata for part-time hours).
Please note that the closing date is given as a guide. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment.
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Equal Opportunities
The Council supports Equal Opportunity of employment and positively encourages applications from people who fall within any of the nine protected characteristics under the Equality Act 2010.
How To Apply
Please now complete a short online application form. You will then be able to upload your CV.
This role has been identified as public facing in accordance with Part 7 of the Immigration Act 2016; the requirement to fulfil all spoken aspects of the role with confidence in English applies.
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