Visitor experience officer

The role:

• Providing high quality customer service to a diverse range of stakeholders and visitors;
• Greeting visitors at reception and providing information, signing in visitors and providing security passes;
• Welcoming visitors to Parliament Buildings and the Great Hall, maximising opportunities to engage, providing a warm, friendly welcome to Parliament Buildings, connecting people and providing helpful, accurate information and signposting as required;
• Providing tours of Parliament Buildings to a wide range of audiences in a confident, inclusive, politically neutral and engaging manner.
• Assisting the Visitor Experience Supervisor and the Visitor Experience Manager to continuously improve and develop and Visitor Experience team by providing input, ideas and feedback.
• Assisting with event management and delivery, problem solving and assisting event organisers as required;
• Working closely with colleagues within the Visitor Experience team and being flexible and dynamic in relation to service delivery;
• Building and maintaining good relationships with colleagues from other business areas and with Members.
• Managing electronic mailboxes, phone calls and dealing with routine correspondence accurately and promptly and forwarding to relevant staff as appropriate.
• Assisting in the gathering of information for distribution through internal and external communication channels, including but not limited to social media.
• Gathering information and feedback and using Microsoft Office and bespoke internal Assembly software systems and databases effectively to prepare documents.
• Managing own work to ensure the delivery of objectives.
• Providing high quality and timely administrative support, for example filing, photocopying and diary management.
• Inputting data and maintaining records in databases, spreadsheets and electronic filing systems to aid the storage and retrieval of electronic documents.
• Organising and providing support to meetings, events and visits including issuing papers, ordering hospitality, meeting and greeting external visitors and officials, and responding to any queries
• Recording information to support the production of minutes and draft minutes
• Checking and processing invoices for payment through electronic payment system.
• Complying with the Northern Ireland Assembly Commission's (the Assembly Commission's) staff policies and procedures including Equal Opportunities and Dignity at Work policies and procedures.
• Carrying out other duties that the Assembly Commission reasonably requires of you.

The Person:

At the closing date for applications, applicants must have:

• GCE 'A' level passes A*-C in 2 separate subjects and 5 GCSEs at grade A*-C including English Language and Maths. Applications will be considered from applicants with formal qualifications of an equivalent or higher standard to those stated.

AND

• At least 2 years' experience in a customer focused role of:

• Providing information verbally in a clear and engaging manner to a diverse range of people at all levels, including members of the public, team members, and managers.

• Working as part of a close-knit team to deliver a range of customer focused services to a high standard

• Problem solving, organising workload and giving attention to detail to ensure excellent service delivery

• Using effective written and administrative skills to produce clear, accurate, high quality work to deadlines.

OR

• At least 4 years' experience in a customer focused role of a) - d).

Work Pattern:

The duties of this post require attendance at Parliament Buildings on each working day. There may be occasional scope for working at home, subject to business need and at the discretion of the Head of Business.

The standard working week is 37 hours (excluding meal breaks) across 5 days, Monday to Saturday. The hours of work each day will be scheduled between 8.00am and 6.00pm. Working hours will be dictated by the mode of operation of the Northern Ireland Assembly (the Assembly) and will involve work into late evenings and on occasion, public holidays. You will also be required to work such additional hours as may from time to time be reasonable and necessary for the efficient performance of your duties. The Assembly Commission will provide at least 10 working days' notice of your work pattern for each week. As far as reasonably possible, you will be provided with 3 working days' notice of required overtime.

Training:

You will be required to undertake and successfully complete both initial First Aid, Fire Safety and Fire Evacuation training courses which will include using the designated fire elevator and evacuation chairs, and as part of regular refresher training thereafter. This training is mandatory for Visitor Experience Team Members. You will also be required to complete training in relation to the Assembly Commission's Safeguarding and Child Protection Policy.

The Rewards:

As the successful applicant, you will receive the following:

• £26,691 per annum
• Excellent annual leave allowance
• You will be joining a warm, friendly team environment with a fantastic organization

To speak in absolute confidence about this opportunity please send an up-to-date CV via the link provided or contact Meghan Hamilton, specialist recruitment consultant at MCS Group on 02896935508 or m.hamilton@mcsgroup.jobs.

Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current jobs www.mcsgroup.jobs