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Job opportunities with The Postal Museum
Box Office Manager
The Postal Museum
Salary: £28,000
Job location: Central London, United Kingdom
Closing date: 08 Jan 2018
In Mid-2017, The Postal Museum opened a new heritage attraction in Central London, with two experiences in one. 

Alongside the story of British social and communications history, we offer a subterranean ride on the old Post Office Underground Railway – Mail Rail.

This new museum and attraction enables us to showcase the extraordinary stories from five centuries of one of the country’s most iconic services, grow our educational charity work and fundamentally change the way the organisation engages with its audiences.

The Postal Museum will welcome over 180,000 visitors a year, along with a further 400,000 through our public events programme, digital and outreach offers.

The Postal Museum represents a significant addition to London’s cultural landscape.

PURPOSE OF THE JOB

The Box Office Manager will work within The Postal Museum’s Visitor Experience Team and will manage the interaction and customer service of The Postal Museum through a range of channels that include, but are not limited to, phone, email, letters.

The post holder will strategically manage the team, through team development and training, to ensure they are always prepared to maintain all enquiries and bookings for the Museum including the school’s learning programmes, group bookings, travel trade bookings, birthday parties and visitor queries; ensuring the team are adhering to the highest level of customer service and are achieving the agreed procedures, KPIs and SLAs that you will implement.

The Box Office Manager will be responsible for detailed analysis and reporting on the Box Office and TPM’s performance to key stakeholders.

PERSON SPECIFICATION QUALIFICATIONS

(Essential criteria)
-Educated to degree level, or equivalent professional working experience.

EXPERIENCE

(Essential criteria)
-Proven experience in a customer service role at management level in a booking office or call centre environment.
-Experience of effectively developing, leading and motivating a team.
-Experience of working in a management position in a busy customer service/call centre environment.
-Experience of successful income generation through setting and achieving income targets for a customer service focused team.
-Experience of creating and delivering business analysis reports.
-Experience of successfully managing a diverse range of projects.


(Desirable criteria)
-Experience of successfully managing change.
-Experience of managing a Box Office.
-Experience of implementing and managing contracts.
-Experience working with the Syx Automations Recreatex sales system.

SKILLS/KNOWLEDGE

(Essential criteria)
-Proficient in Microsoft office software and POS systems.
-Demonstrable commercial acumen, able to produce, analyse and report on complex financial data.
-Ability to communicate effectively both verbally and in writing.
-Ability to build successful working relationships including negotiation and conflict resolution.
-Practical working knowledge of legislation relating to Data Protection and its implementation in a visitor-focused environment.
-Ability to implement new ideas, taking initiatives from planning to completion.
-Ability to successfully prioritise and coordinate own and team outputs.

PERSON

-Flexible and adaptive to change and determination to succeed.
-Positive attitude, proactive and ability to work on own initiative.
-Ability to be creative, generate new ideas and pursue opportunities.
-Calm under pressure and confident in emergency situations.
-A passion for exceeding customer expectations and a willingness to go the extra mile.

JOB DESCRIPTION

Key Responsibilities and Duties

Box Office

-Ensure the delivery of a market leading Box Office.
-Effective direction and motivation of a high performing and proactive Box Office team.
-Lead in developing and evolving customer service and engagement standards through KPIs and SLAs, reporting performance against these on a regular basis.
-Ensure operational excellence by initiating and maintaining policies, procedures and administration relevant to the department’s purpose.
-Work closely with the Visitor Experience Managers to maintain the Recreatex system and develop tickets as required.
-Maintain expertise in Data Protection legislation relevant to Box Office planning and prioritise the sharing of knowledge and relevant training with the team.
-Manage the required staffing and details for successful Box Office delivery.
-Operate as an internal point of contact for Box Office.
-Responsible for the Box Office working in accordance with the brand guidelines.

Staff Management

-Working with HR, lead on recruitment and training programmes ensuring Box Office team members, across all levels, have both the knowledge and skills to engage with customers across all relevant channels.
-Inspire, develop, performance manage, coach and mentor a diverse team.
-Delivery of regular performance and development reviews ensuring consistency of approach.
-Management of absence, discipline, grievance and performance issues in-line with TPM policies and procedures.

Financial and Commercial Management

-Analyse business data produced through the various sales and customer contact systems in use at The Postal Museum to produce and circulate reports to relevant stakeholders that will be the foundation for the future development of The Postal Museum.
-Drive income generation through setting sales targets and fostering commercial awareness throughout the team.
-Develop and maintain product knowledge in all commercial areas.
-Responsibility for invoices paid within the agreed time by visiting groups, schools and birthday party bookings.
-Lead the Box Office team to ensure an upselling culture exists.
-Ensure the efficient use of museum resources and operational budgets.
-Effectively manage external contracts and working relationships with our external suppliers.

Other Activities

-Act as an active, effective and important member of Visitor Experience Team.
-Keep informed of best practice in customer service and management.
-Project manage new products, initiatives and systems.
-Maintaining all Box Office systems and communicating IT issues at the earliest possibility.
-Work efficiently and co-operatively with the fellow TPM departments to ensure a smooth and complete service provision.
-Be Duty Manager for The Postal Museum in accordance with the Visitor Experience rota and being responsible for your own training and development to perform the role to a high standard.
-Any other ad hoc duties as required.
-The post-holder is expected to monitor and report on their work as directed by their line manager and adhere to office guidelines on handling, health and safety, lone-working, etc., as advised, taking responsibility as appropriate.

WORKING CONDITIONS

-Box Office Manager will be expected to work on average five out of seven days including weekends and early/late events (Duty manager) per the needs of the business. Post holders will be expected to be flexible to the reactive needs of the Postal Museum and expect their shift allocations to vary.
-Working hours and days will be agreed in advance with the line manager and are subject to change as required.
-This post will include some manual handling, for which appropriate training will be given.

Please click 'Apply Now' below to be redirected to additional details and to complete the application process

This position may require an enhanced DBS check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the museum’s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum’s staff and the Collection.

The Museum is a 7 days a week operation and regularly holds events outside its core hours; flexibility to work across sites, weekends, during holiday periods and before/after public opening hours is, therefore, an essential requirement of this role.

APPLY NOW
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Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2018
Jobs . News . Products . Magazine
Job opportunities with The Postal Museum
Box Office Manager
The Postal Museum
Salary: £28,000
Job location: Central London, United Kingdom
Closing date: 08 Jan 2018
In Mid-2017, The Postal Museum opened a new heritage attraction in Central London, with two experiences in one. 

Alongside the story of British social and communications history, we offer a subterranean ride on the old Post Office Underground Railway – Mail Rail.

This new museum and attraction enables us to showcase the extraordinary stories from five centuries of one of the country’s most iconic services, grow our educational charity work and fundamentally change the way the organisation engages with its audiences.

The Postal Museum will welcome over 180,000 visitors a year, along with a further 400,000 through our public events programme, digital and outreach offers.

The Postal Museum represents a significant addition to London’s cultural landscape.

PURPOSE OF THE JOB

The Box Office Manager will work within The Postal Museum’s Visitor Experience Team and will manage the interaction and customer service of The Postal Museum through a range of channels that include, but are not limited to, phone, email, letters.

The post holder will strategically manage the team, through team development and training, to ensure they are always prepared to maintain all enquiries and bookings for the Museum including the school’s learning programmes, group bookings, travel trade bookings, birthday parties and visitor queries; ensuring the team are adhering to the highest level of customer service and are achieving the agreed procedures, KPIs and SLAs that you will implement.

The Box Office Manager will be responsible for detailed analysis and reporting on the Box Office and TPM’s performance to key stakeholders.

PERSON SPECIFICATION QUALIFICATIONS

(Essential criteria)
-Educated to degree level, or equivalent professional working experience.

EXPERIENCE

(Essential criteria)
-Proven experience in a customer service role at management level in a booking office or call centre environment.
-Experience of effectively developing, leading and motivating a team.
-Experience of working in a management position in a busy customer service/call centre environment.
-Experience of successful income generation through setting and achieving income targets for a customer service focused team.
-Experience of creating and delivering business analysis reports.
-Experience of successfully managing a diverse range of projects.


(Desirable criteria)
-Experience of successfully managing change.
-Experience of managing a Box Office.
-Experience of implementing and managing contracts.
-Experience working with the Syx Automations Recreatex sales system.

SKILLS/KNOWLEDGE

(Essential criteria)
-Proficient in Microsoft office software and POS systems.
-Demonstrable commercial acumen, able to produce, analyse and report on complex financial data.
-Ability to communicate effectively both verbally and in writing.
-Ability to build successful working relationships including negotiation and conflict resolution.
-Practical working knowledge of legislation relating to Data Protection and its implementation in a visitor-focused environment.
-Ability to implement new ideas, taking initiatives from planning to completion.
-Ability to successfully prioritise and coordinate own and team outputs.

PERSON

-Flexible and adaptive to change and determination to succeed.
-Positive attitude, proactive and ability to work on own initiative.
-Ability to be creative, generate new ideas and pursue opportunities.
-Calm under pressure and confident in emergency situations.
-A passion for exceeding customer expectations and a willingness to go the extra mile.

JOB DESCRIPTION

Key Responsibilities and Duties

Box Office

-Ensure the delivery of a market leading Box Office.
-Effective direction and motivation of a high performing and proactive Box Office team.
-Lead in developing and evolving customer service and engagement standards through KPIs and SLAs, reporting performance against these on a regular basis.
-Ensure operational excellence by initiating and maintaining policies, procedures and administration relevant to the department’s purpose.
-Work closely with the Visitor Experience Managers to maintain the Recreatex system and develop tickets as required.
-Maintain expertise in Data Protection legislation relevant to Box Office planning and prioritise the sharing of knowledge and relevant training with the team.
-Manage the required staffing and details for successful Box Office delivery.
-Operate as an internal point of contact for Box Office.
-Responsible for the Box Office working in accordance with the brand guidelines.

Staff Management

-Working with HR, lead on recruitment and training programmes ensuring Box Office team members, across all levels, have both the knowledge and skills to engage with customers across all relevant channels.
-Inspire, develop, performance manage, coach and mentor a diverse team.
-Delivery of regular performance and development reviews ensuring consistency of approach.
-Management of absence, discipline, grievance and performance issues in-line with TPM policies and procedures.

Financial and Commercial Management

-Analyse business data produced through the various sales and customer contact systems in use at The Postal Museum to produce and circulate reports to relevant stakeholders that will be the foundation for the future development of The Postal Museum.
-Drive income generation through setting sales targets and fostering commercial awareness throughout the team.
-Develop and maintain product knowledge in all commercial areas.
-Responsibility for invoices paid within the agreed time by visiting groups, schools and birthday party bookings.
-Lead the Box Office team to ensure an upselling culture exists.
-Ensure the efficient use of museum resources and operational budgets.
-Effectively manage external contracts and working relationships with our external suppliers.

Other Activities

-Act as an active, effective and important member of Visitor Experience Team.
-Keep informed of best practice in customer service and management.
-Project manage new products, initiatives and systems.
-Maintaining all Box Office systems and communicating IT issues at the earliest possibility.
-Work efficiently and co-operatively with the fellow TPM departments to ensure a smooth and complete service provision.
-Be Duty Manager for The Postal Museum in accordance with the Visitor Experience rota and being responsible for your own training and development to perform the role to a high standard.
-Any other ad hoc duties as required.
-The post-holder is expected to monitor and report on their work as directed by their line manager and adhere to office guidelines on handling, health and safety, lone-working, etc., as advised, taking responsibility as appropriate.

WORKING CONDITIONS

-Box Office Manager will be expected to work on average five out of seven days including weekends and early/late events (Duty manager) per the needs of the business. Post holders will be expected to be flexible to the reactive needs of the Postal Museum and expect their shift allocations to vary.
-Working hours and days will be agreed in advance with the line manager and are subject to change as required.
-This post will include some manual handling, for which appropriate training will be given.

Please click 'Apply Now' below to be redirected to additional details and to complete the application process

This position may require an enhanced DBS check which will reveal any unspent convictions. A criminal record may not necessarily be a bar to placement, as any decision will be treated on its merits and individual circumstances subject to the museum’s overriding obligations to protect the children and vulnerable adults in its charge, members of the public, the safety of the museum’s staff and the Collection.

The Museum is a 7 days a week operation and regularly holds events outside its core hours; flexibility to work across sites, weekends, during holiday periods and before/after public opening hours is, therefore, an essential requirement of this role.

APPLY NOW
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2018

ABOUT LEISURE MEDIA
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