Operations & Resourcing Assistant

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Key Information

Job title:  Operations & Resourcing Assistant

Salary:    £25,350.00                                          

Grade: 1

Contract type:   Permanent/Full Time/ Plus Hybrid                           

Reference:  2719

Location:  LTM 20 Cranbourn Street, London, WC2H 7AA

Application closing date:  Sunday 19th October @ 23:59

About London Transport Museum (LTM)

Based in Covent Garden, we are the world’s leading museum of urban transport and an award-winning day out. But that’s just part of our story. We are passionate. We are curious. We are adventurous.

As a heritage and education charity, we reach every primary school in the capital to fire the imaginations of tomorrow’s engineers, designers, scientists, and arts enthusiasts. With business partners and industry decision-makers, we tackle the topics that matter to London, from smart cities to green innovation.

We want to close skills gaps, redress gender imbalances and create opportunities for under-represented and disadvantaged communities.

We want to ignite curiosity to shape the future.

At LTM we welcome children, young people and adults at risk as Museum visitors and through engagement projects. We take safeguarding our visitors seriously and ensure all our staff and volunteers are DBS checked, regularly trained, and feel confident following our thorough safeguarding procedures. At LTM, safeguarding is everyone’s responsibility.

Overview of role

The post holder will drive the sales of all London Transport Museum public events, school workshops as well as daily and group admission.  The role will act as a member of the Operations and Resourcing Team, presenting a positive customer service image of the Museum to customers and related organisations.

The post holder will be part of the 7 day week Operations and Resourcing team who manage the Museum Contact Centre, Reception Area and Staff Resourcing administration team.  The role requires a great deal administration, maintenance of business information and daily upkeep of the customer contact centre.  It is responsible as the first point of contact both electronically and via the telephone at the contact centre as well as in person with visitors, stakeholders and key internal representatives, this role is crucial to maintain the public and professional image of the Museum.

The role is 5 days out of 7 and requires weekend working.

The role is a key information source for all employees across the organisation.

Key Accountabilities

• Provide excellent customer service for all customers, internal department members and stakeholders
• Adhere to company policy and procedures and to inform the Management of any issues
• Answer the telephone in the Operations Contact Centre  and at Reception, taking bookings for schools and groups, the Museums Marketing programme and Hidden London events.  It will also require administration of Travel Trade orders and provide information on any Museum enquiry.   This includes all online, telephone, in personal and postal enquiries
• The post holder is responsible to complete all reasonable requests required of other departments, to ensure Service Level Agreements are met and all tasks are completed in a timely manner, the telephone lines are staffed within standard business hours and all inboxes are answered promptly and to a high standard
• To assist with administration of the department. Administration will include the resourcing of staff to work the  Museum public and private events.  It will also assist in the ordering of room bookings for internal and external clients and the compilation of visitor figures, revenue generation figures, school numbers, Gift Aid reconciliation,  data input, and ordering of goods amongst other tasks. The Operations room also manages the Museum’s Facilities helpdesk
• Reception and the Contact Centre Operations room, will answer telephone calls in a professional and courteous manner, redirect enquiries, , greet and check-in visitors and stakeholders, sort, check and accept post and deliveries, assist in the Museums fire evacuation strategy
• The role will also carry out any other reasonable request by the Museums management

Skills & Knowledge

• A professional qualification or equivalent experience
• Detailed knowledge and experience of a ticketing or CRM system and their operation.  Preference for The Patron Edge, SRO, Razors Edge, Eventbrite, Artifax, Ticketure

• A competent understanding of box office process including online sales
• Detailed knowledge of IT systems including MS Office Suite, especially MS Excel
• Strong organisational skills, ability to work under pressure, manage multiple responsibilities and deadlines, ability to prioritise complex and demanding work streams
• Strong attention to detail
• Strong interpersonal skills and the ability to build relationships, influence behavioural change and engage with stakeholders
• Strong customer service awareness and skills
• Creative and flexible with an innovative, customer focussed attitude

Equality, diversity, and inclusion

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process 

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and 1 page Cover letter.

Word format preferred and please do not include any photographs or images.

The closing date for applications is Sunday 19th October @ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure, and travel offers
• Discounted Eurostar travel