Thank you for requesting an application pack for the post of:

Visitor Services Manager at the Ulster Museum

Please find enclosed:

Job description and Personnel Specification General terms and conditions Application Form Monitoring questionnaire

Please return completed application forms to hr@nmni.com or by post to -

Human Resources DepartmentNational Museums Northern IrelandUlster Folk and Transport Museum153 Bangor RoadCultraHolywoodBT18 0EU

PLEASE DO NOT DETACH ANY PAGES FROM THE APPLICATION FORM.

INCOMPLETE APPLICATION FORMS WILL NOT BE ACCEPTED.

THE CLOSING DATE FOR RETURN OF COMPLETED APPLICATIONS IS:

12 NOON ON MONDAY 6 AUGUST 2018.

APPLICATIONS RECEIVED AFTER THE CLOSING TIME AND DATE WILL NOT BE CONSIDERED.

PLEASE NOTE THE ANTICIPATED DATE FOR INTERVIEWS IS THURSDAY 16 AUGUST 2018.

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JOB DESCRIPTION

Job Title: Visitor Services Manager

Grade: SO Salary Scale: £29,317 – £31,446 plus 12.5% shift disturbance allowance

Department: Public Engagement Responsible to: Visitor Experience Manager

Location: Ulster Museum Duration: Permanent, Full Time on a flexible rota

Organisational background:National Museums NI is an ambitious organisation delivering award-winning museum services to more than 700,000 visitors annually. Our mission is to:• Develop, manage and care for our collections to benefit current and future generations• Make our collections accessible to the widest possible audiences• Play a leading role in the economic and social wellbeing and future of this place• Build an organisation where people feel valued

National Museums NI was established by The National Museums & Galleries (NI) Order 1998. The organisation receives its core funding from the Department for Communities (DfC), but generates income and sponsorship from a variety of other sources to meet its revenue and capital expenditure needs.

Strategic ContextOur primary purpose is to make the collections we hold accessible and engaging to the largest, broadest and most diverse audiences. We operate for the public and national benefit, not just for this generation but for future generations as well as for international visitors to the destination.

The strategic ambitions of National Museums NI are aligned both to the Programme for Government and Department for Community outcomes. The draft Northern Ireland Programme for Government (2016-2021) seeks to improve wellbeing for all by tackling disadvantage and driving economic growth. National Museums NI has an important role to play within this context and works with the Department for Communities to deliver on these outcomes.

Our museums play a vital role at the heart of society, making a difference to the lives of many individuals as well as positively contributing to the development of a vibrant society.

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Public Engagement DirectorateThe Public Engagement Directorate is responsible for the development and coordination of all public facing services that facilitate engagement with the National Collections. The Collection, which we hold on behalf of the people of Northern Ireland, offers us endless engagement possibilities with existing and potential audiences.

Overall purpose of job:The Visitor Services Manager is responsible for the motivation, management and development of the Visitor Services Team. They will lead their team in the co-ordination and delivery of exceptional customer service, creating a welcoming, high quality experience which meets the individual needs of all our visitors.

The Visitor Services Manager will ensure the integrity, accuracy and safety of the Ulster Museum’s collections while on display to the public. They will work with various internal and external clients to deliver a variety of events, public programmes and activities across the organisation.

As an integral part of the Duty Management Team, the Visitor Services Manager will be responsible for providing exceptional customer care both inside and outside normal operational hours. Working effectively with the operational teams, the Visitor Services Manager will ensure the safety and wellbeing of all staff and visitors to the Ulster Museum.

This is an exciting and challenging role. The Visitor Services Manager will play a fundamental part in the development and delivery of a world class visitor experience.

Duties and Responsibilities:Visitor Experience To lead, motivate and manage the visitor services team in the delivery of quality programmes and

experiences ensuring high standards of customer care. To ensure adequate staffing levels are maintained for the protection of the collections, the safety of

the visiting public and events guests. To liaise with other key staff involved in service delivery in order to ensure a friendly and efficient

service to the Museum’s visiting public. To engage with visitors, answer their questions, enhance their understanding of the collections,

displays and physical and online resources. In liaison with Creative Engagement, Curatorial and other relevant internal teams, maintain

standards of accuracy, quality of presentation and historic interpretation of the Museum’s collections, exhibitions and galleries.

To maintain and manage an effective visitor information, enquiry, comment and complaints service, taking prompt and appropriate action to resolve any issues as they arise and ensuring that any lessons are learnt for the future.

To ensure the safety of all Museum visitors with particular reference to the implementation of the Safeguarding Children and Vulnerable Adults policy.

With assistance from the Assistant Visitor Services Managers to manage corporate and private events and activities, including those outside public opening hours, which will involve regular weekend and evening work.

To ensure the provision of adequate first aid assistance for visitors at all times when the Museum is

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open to public and private visitors. In collaboration with the Visitor Experience Manager, research, create and implement strategies to

improve the visitor experience, acting as a visitors champion and seeking improvements in other services on their behalf. To manage the introduction, development and evaluation of new services, ensuring they are communicated to staff and other departments effectively.

To assist, under the direction of the Visitor Experience Manager and other relevant staff, in the development of the Museum’s public events and activities programmes.

With assistance from the Assistant Visitor Services Managers develop and deliver morning/pre-start time briefing for all Visitor Services Teams, ensuring these are regularly updated and clearly delivered both verbally and in writing.

Leadership and Staff Development To promote team working and to ensure the communication of clear objectives and performance

targets; to implement performance review mechanisms in accordance with Museum procedures. In conjunction with the Assistant Visitor Services Managers, plan and manage the staff roster

including authorisation of annual leave for the Visitor Services Team. To be part of the on call key holder team, attending to out of hours emergencies and being

responsible for specific technical areas of the museum including fire and security. To manage a wide range of staff issues with the support of the OD/HR team, including the operation

of the disciplinary, grievance and harassment procedures, equal opportunities, attendance management, motivation, team building, recruitment, learning and induction processes.

To assist, in liaison with other departments as necessary, in the development and delivery of staff learning, including those aimed at enhancing the visitor experience.

To undertake appropriate training and personal development programmes. To liaise with and where appropriate, in conjunction with the Visitor Experience Manager, consult

with NIPSA on matters related to Visitor Services including liaison with the OD/HR team to ensure good relations.

Identify the learning and development needs of your team ensuring that these are addressed through relevant opportunities and interventions.

Ensure the delivery of National Museums NI’s Vision, Mission and Values within the Visitor Services Team at the Ulster Museum.

Act as a role model to staff and colleagues within National Museums NI. Embed a culture of continuous development and act as a coach / mentor when appropriate.

Financial Management To ensure control of the Ulster Museum Visitor Services budget including the forecasting, monitoring

of expenditure and ensuring all expenditure is undertaken in accordance with National Museums NI’s financial, audit and management procedures.

To ensure, in conjunction with finance staff, that all financial control procedures are strictly observed including financial management policies and the effective operation of proper internal financial controls.

To act as budget holder for a range of site based visitor events throughout the year.

General To act as part of the Ulster Museum’s Duty Management Team, assuming the role of site Duty

Manager as required (including at weekends and late night event openings), responsible for all site operational matters including emergency response implementation.

To monitor and contribute to the safety and security of galleries, exhibitions and objects on public

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display. To identify health and safety hazards in respect of the front of house operations and to take

appropriate remedial action in conjunction with the Health & Safety Manager. To liaise with contractors as necessary in relation to the delivery of visitor services. To liaise with Finance & Income Generation in order to help plan and maintain the highest standard

of public and corporate catering services for all users. To undertake project management duties particularly in the area of Visitor Services programmes,

events and experiences as appropriate. To represent the Visitor Services function when required at relevant internal and external meetings. To wear uniform as required and in conjunction with the Assistant Visitor Services Managers, ensure

that all staff adhere to the uniform guidelines when on shift.

Communication To establish and maintain effective methods of internal communication including the use of

appropriate technology. Ensure that information, directions and guidance are cascaded to all team members clearly, concisely

and in a timely manner. Develop a close and productive working relationship across sites and all National Museums NI

Directorates.

Other To carry out other duties as required by the Museum, consistent with the grade and responsibilities

of the post. As part of a team aiming to provide a responsive high level service to visitors, a degree of flexibility is required of all Museum staff.

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PERSON SPECIFICATION

About youYou will have demonstrable management experience in a visitor attraction or a similar environment. With a proven ability to work collaboratively and successfully with colleagues across a large organisation, the successful candidate will inspire their team to exceed visitor expectations by ensuring a consistent level of customer service across the site and maintaining the authenticity of the stories we tell.

Essential Shortlisting Criteria1. A 3rd level qualification (or equivalent) AND 2 years’ experience of managing staff and delivering high

quality visitor services in visitor attraction or similar environmentOR 4 years’ experience of managing staff and delivering high quality visitor services in a visitor attraction or similar environment.

2. Excellent interpersonal skills, including the ability to communicate effectively with a wide range of people both internally and externally.

3. Experience of developing systems and managing responsibility for health, safety and security standards in a large public venue.

4. Experience of planning and managing the development and delivery of public events, activities and programmes.

5. Ability to define problems and identify, evaluate and implement solutions.6. Strong organisational skills with proven ability to plan and prioritise a varied workload and deliver

agreed outputs to deadline.7. Demonstrable experience of designing and implementing flexible rota systems.8. Previous experience in developing and managing budgets.9. Ability to work an on-call rota and to attend out of hours emergencies within 45 minutes when

required.

Please note that in the event of a large number of applications, the desirable criteria will be used as part of the shortlisting process.Desirable Shortlisting Criteria

1. Previous experience of management in a gallery, museum or visitor attraction.2. Previous experience of working with nationally recognised visitor service standards (e.g. Charter

Mark, Customer Service Excellence, World Host etc).3. Hold A1 and A2 Vocational Assessor awards.

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General terms and conditions of employment

Visitor Services Manager at the Ulster MuseumThis is an indication of the conditions of employment and is not intended to be exhaustive. A full list of details will be provided on appointment.

Hours and Attendance This is a full time post and the successful candidate will be expected to work 37 hours per week on a flexible rota, which includes weekends.

Salary The post is graded on the SO salary scale currently £29,317 - £31,446 plus 12.5% Shift Disturbance Allowance per annum.

Pension Staff are eligible for membership of the Principal Civil Service Pension Scheme. Further details of the terms and entitlements under this scheme will be made available upon commencement of employment.

Annual Leave The annual leave entitlement will be 25 days, rising to 30 days after 5 years’ service plus 12 bank / public holidays.

Learning and DevelopmentNational Museums Northern Ireland promotes learning and development opportunities within the organisation.

Pre-Employment Checks If you are under consideration for appointment you will be required to undergo an Access NI check.

Details of two referees should be provided. Referees will only be contacted after interviews have taken place.

All applicants are required to be fit for the complete range of duties as outlined and will be required to complete a Health Declaration Form and may be required to attend a medical examination.

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Data ProtectionPersonal information that you provide in connection with your application and information subsequently provided during the course of your employment, will be used and processed by National Museums NI and our pension administrators and occupational health advisers. This will be in accordance with the General Data Protection Regulation (GDPR) and Data Protection Bill, in order to perform an employment contract and to comply with legal obligations. Please ensure that the information you give to us is correct and that you let us know of any changes as soon as possible. Further information can be found through the Information Commissioner’s Office (ICO) website, which includes your individual rights under GDPR: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/

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Application Form for the post of Visitor Services Manager at the Ulster Museum

Please complete this form accurately and in as much detail as possible, using typescript or BLACK INK. Applications for this post will only be accepted on this form and CVs will not be accepted. Please note that the closing date for the return of completed application forms is 12.00 noon on Monday 6 August.

PERSONAL DETAILS

Surname Forenames Title

Address

Postcode

Email address

Telephone Numbers Home Work Mobile

Do you require a work permit to work in the UK? Yes / No

If yes, please provide details

Do you require any adjustments to take part in our selection process effectively? Yes / No

If yes, please provide details

Please indicate any dates you will not be available for interview

ACADEMIC OR OTHER QUALIFICATIONS (Documentary Evidence will be required from the successful candidate)

School, college, university etc Qualifications and date obtained

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Ref. VSMUM0818

MEMBERSHIP OF PROFESSIONAL/TECHNICAL BODIES

Name of Association or body Status and date of membership

PRESENT/MOST RECENT POSITION

Employer’s Name

Address

Job Title

Start date Current or final salary

Notice required Earliest available start date

Reason for leaving or seeking other employmentBrief outline of your duties/responsibilities (please continue on a separate sheet if necessary)

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OTHER PREVIOUS EMPLOYMENT (List previous employment starting with the most recent)

From To Employer’s name Job title and main duties Reason for leavingand address and final salary

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PLEASE OUTLINE HOW YOU FEEL YOU MEET EACH OF THE CRITERIA BELOW. EACH OF YOUR RESPONSES SHOULD BE LIMITED TO 300 WORDS.

It is important that you demonstrate how you satisfy the full requirements of the post as NMNI will interview only those candidates who appear from the information provided to have the best knowledge, skills and experience associated with the duties of the post. Please use an additional sheet if required.

ESSENTIAL CRITERIA

1. A 3rd level qualification (or equivalent) AND 2 years’ experience of managing staff and delivering high quality visitor services in visitor attraction or similar environmentOR 4 years’ experience of managing staff and delivering high quality visitor services in a visitor attraction or similar environment.

2. Excellent interpersonal skills, including the ability to communicate effectively with a wide range of people both internally and externally.

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3. Experience of developing systems and managing responsibility for health, safety and security standards in a large public venue.

4. Experience of planning and managing the development and delivery of public events, activities and programmes.

5. Ability to define problems and identify, evaluate and implement solutions.

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6. Strong organisational skills with proven ability to plan and prioritise a varied workload and deliver agreed outputs to deadline.

7. Demonstrable experience of designing and implementing flexible rota systems.

8. Previous experience in developing and managing budgets.

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9. Ability to work an on-call rota and to attend out of hours emergencies within 45 minutes when required.

Additional Shortlisting CriteriaPlease note that in the event of a large number of applications being received, the desirable criteria will be used as part of the shortlisting process.

Desirable Criteria 1. Previous experience of management in a gallery, museum or visitor attraction.

2. Previous experience of working with nationally recognised visitor service standards (e.g. Charter Mark, Customer Service Excellence, World Host etc).

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3. Hold A1 and A2 Vocational Assessor awards.

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FURTHER INFORMATIONPlease give details of any interests or activities outside work or any other information, which you consider relevant to your application.

REFERENCESPlease provide details for two people who are able to provide references relating to your work experience and suitability for the post for which you are applying. One referee should be your current or most recent employer. Referees will only be contacted after interviews have taken place.

Name NamePosition PositionAddress Address

Telephone TelephoneEmail Email

HEALTHPlease note that if you are under consideration for appointment you will be required to complete a Health Declaration Form and may have to attend a medical examination.

CRIMINAL RECORDPlease note if you are under consideration for appointment you will be required to be checked through ACCESS NI.

DECLARATIONI hereby certify that all the information given by me as part of this recruitment process is correct to the best of my knowledge and that all the questions relating to me have been accurately and fully answered.

A candidate found to have knowingly given false information or to have wilfully suppressed any material fact may be liable for disqualification or, if appointed, to dismissal.

Signature Date

National Museums Northern Ireland is committed to equal opportunity in employment. All applications for employment are considered strictly on the basis of merit.

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MONITORING QUESTIONNAIRE

Post Visitor Services Manager

Reference VSMUM0818

National Museums Northern Ireland is committed to equality of opportunity as reflected in our Equal Opportunities Policy and Equality Scheme. Monitoring is an essential step in this process. We would therefore ask you to complete this form.

1a Date of Birth 1b National Insurance Number

2 Gender Male Female

3 Marital Status Single Married Divorced

Widowed Separated

4 Ethnic Origin White Indian Pakistani

Black African Black Caribbean Black Other

Irish Traveller Mixed Ethnic Group Bangladeshi

Chinese Other, please specify

5 Disability The Disability Discrimination Act 1995 defines a disabled person as someone with a physical or mental impairment which has a substantive and long-term adverse effect on his/her ability to carry out normal day-to-day activities.

Having read this definition do you consider that you are a disabled person or that you have a disability?

Yes No

If you have answered ‘Yes’ to the above question please tick the appropriate boxes below to indicate the nature of your disability (tick as many as apply to you):

Visual Impairment

Hearing Impairment Learning Disability

Mental Health Difficulty

Mobility Impairment Speech Impairment

Reduced Physical Capacity

Physical Co-ordination Difficulties

Severe Disfigurement

Other, please specify

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6 Community Background

We are required to monitor the community background of applicants and employees, as stipulated by the Fair Employment and Treatment (NI) Order 1998.

Regardless of whether we practice religion, most of us in Northern Ireland are seen as either Roman Catholic or Protestant. We therefore ask you to indicate your community background below. If you do not complete this section we are encouraged to use the ‘residuary method’ of monitoring, which means that we can make a determination on the basis of personal information on file or your application form.

Protestant Community

Roman Catholic Community

Neither

7 Religious Belief We monitor the Religious Belief of applicants and employees. We recognise that there may be occasions where Religious Belief differs to perceived Community Background, especially where the residuary method has been used to make a determination.

In order to ensure that our records are correct, please indicate your Religious Belief by ticking one box below.

Christian Muslim Hindu

Sikh Jewish Buddhist

None Other, please specify

8 Dependants We understand persons with dependants to be those with personal responsibility for the care of a child, the care of a person with an incapacitating disability and/or the care of a dependant elderly person.

Do you have dependants?

Yes No

9 Age We monitor the age group of applicants and employees, in line with the Employment Equality (Age) Regulations (NI) 2006.

We therefore ask you to indicate your age grouping by ticking the appropriate box below.

16 – 29 30 – 44 45 – 59

60 - 69 70 – 74 75 +

10 How did you hear about this vacancy?

The above information will be used for Equal Opportunities Monitoring only. The questionnaire will be kept separate from the application form and the selection panel will not have access to it.

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