Visitor Experience Training and Engagement Manager, Science Museum, London
Deadline: 1st July
Salary: £35,000 - £40,000 per annum
Have you designed and delivered engaging customer service training? Do you have the ability to encourage colleagues to engage in new ways of working?
We are looking for a dynamic and energetic training expert to join our Visitor Experience department. Joining our Visitor Experience management team, you will make a significant contribution to the realisation of our ambition to become the best group of museums in the world by working with over 100 frontline colleagues to exceed visitor expectations. If you are passionate about providing world class training, in a service led environment, you will have a unique opportunity with us to shape the experience of over 3 million visitors every year. You will also help us to ensure that we significantly improve our ongoing communication and dialogue with colleagues working on the front line so they are actively engaged with life at the Museum.
You will have experience of designing and delivering customer service training, as well as the ability to influence people to embrace new ways of working. You will be able to manage the expectations of senior stakeholders and have knowledge of coaching people on career development.
You will be offered excellent benefits, including 25 days annual leave in addition to bank holidays, a contributory pension scheme, BUPA medical and dental care, an annual season ticket loan and numerous staff discounts whilst developing your career in a world class museum group.
What you will be doing:
Designing and delivering customer service development workshops and other learning activities
Coaching and influencing line managers to embrace new ways of working to deliver cultural change
Supporting our ‘Welcome Project’ by influencing people to transform the way we welcome people who join Science Museum
Implementing effective colleague engagement communication to ensure our teams know about key information relating to their role and the Museum
Researching and procuring external development provision
Assessing development needs for new managers, leaders and ‘rising stars’
Identifying and consulting with key stakeholders to propose options for talent development
Maintaining records of training attendance/completion and producing reports
Taking care of your personal health and safety and that of others. Comply with the Science Museum Group Health and Safety Policies, risk assessments and safe systems of work and report any health and safety concerns
What will you bring to the team:
You will have definitely…
Have consulted on, designed and delivered engaging customer service, management training and development workshops that have a real impact on the consumer experience
Have the ability to influence people in developing and embracing new ways of working, and the dedication to ensure that these new practices continue to deliver great experiences for consumers
Have consulted with, managed the expectations of and supported senior stakeholders
Have worked with external suppliers to design and procure training
Show knowledge or experience of coaching people on career development, giving career advice and guidance
Be able to prioritise your own workload when working to tight deadlines
It would be good if you …
Have delivered a programme of internal communications to internal colleagues
Have knowledge or experience of working at a Visitor attraction or similar customer facing environment
This role is subject to a Disclosure Scotland basic criminal record check.
Some weekend working will be required to support our 362 day operations