Museum Operations Supervisor

We're looking for a motivated operational leader who thrives in a fast pace environment. If you are as happy serving visitors in the shop or café, as you are arranging events and leading volunteers, then we'd love to hear from you. The role is a fixed term-contract, covering for our current Museum Operations Supervisor as she steps up to cover the Director's role, who will be heading on maternity leave from 1st April 2025. As such, this could be a great opportunity for a heritage professional looking to gain some experience.

To apply, please send a CV and covering letter, explaining why you're interested in the role and how your skills complement the role profile (below), to director@bhmm.org.uk

ROLE PROFILE

Museum Operations Supervisor

£25,000 per annum – Fixed Term Contract

35hrs per week; 5 days per week on a rota basis (Weekend working will be required)

(Winter: Tuesday – Saturday; Summer: Monday – Sunday)

About the Museum & Chapel

The RAF were stationed at Biggin Hill during both World Wars, initially used as a research station and then expanding to become known by Winston Churchill as ‘The Strongest Link’, playing a nationally significant role in defending the United Kingdom from invasion during the Battle of Britain and The Blitz. St George’s Chapel was created in 1951 in memory of all of those who lost their lives during the war flying from Biggin Hill and has international significance due to the countries which made up the squadrons. It contains a reredos with the names of the fallen, and stained-glass windows designed by Hugh Easton, who also designed the Memorial Window at Westminster Abbey. The Chapel holds a regular Sunday service and has an active regular congregation. The museum was opened in 2019 to ensure these important stories are kept alive.

Purpose of Role

The Museum Operations Supervisor is a key role within the structure of RAF Biggin Hill Museum & Chapel. This role is hands-on and supports the Museum Director and Chef by facilitating the daily operational procedures (cash handling; retail, admissions and membership sales; compliance checks; volunteer supervision; opening & closing procedures) and is responsible for ensuring that all visitor-facing activities are completed to the highest possible standard. The visitor experience is a paramount consideration of this role, ensuring that all our visitors receive exceptional customer service. Working closely with the Director, this role will help to expand the group and educational bookings at site; and assist in running an events programme linked closely to the collection and any temporary exhibitions, to encourage repeat visits and increase visitor footfall, specifically during the quieter periods.

Duties to include

Operations

1. Responsible for ensuring the museum is open and ready to welcome visitors
2. Responsible for end-of-day procedures
3. Responsible for set-up of school holiday activities
4. Ensuring daily/weekly/monthly compliance checks are completed
5. Responsible for facilitating the weekly volunteer talks
6. Lead the volunteers to deliver exceptional customer service
7. Comfortable with handling customer complaints
8. Ensuring all Access equipment is available and up-to-date.

Commercial

1. Lead the volunteers to achieve KPI’s within retail and membership
2. Guide the volunteers in the use of the EPOS system
3. Manage any customer refunds/returns (excluding café sales)
4. Be ready to step in and assist in the café during busy periods
5. Assist the Director with stock takes and retail merchandising

Volunteer Supervision

1. Responsible for volunteer rotas and daily comms.
2. Assist the Director with regular volunteer training, feedback sessions and volunteer appreciation.

Security

1. Responsible for out-of-hours emergency response (on a rota basis)
2. Key-holder
3. Duty Manager responsible for ensuring daily procedures are followed

Group & Education Visits

1. Responsible for organising bookings; meeting the group lead and processing through the till if required.
2. Responsible for leading and delivering the education programme, with assistance from a dedicated volunteer group.

Marketing

1. Update and maintain online media platforms

Qualifications

Essential

1. 5 GCSE’s A-C

Desirable

1. A degree in museum related studies

Experience

Essential

1. At least 2 years' work experience in a visitor facing role
2. Competent and comfortable with Front of House duties, including selling memberships, admission tickets, retail products
3. Demonstrable experience of stock taking
4. Experience of supervising volunteers
5. Experience gained in a Duty Management position
6. Work experience gained in a heritage environment

Desirable

1. A food safety certificate
2. Experience of undertaking compliance checks (weekly fire tests/water tests etc)
3. Experience gained in an out of hours emergency response role

Skills & Knowledge

Essential

1. Ability to work independently
2. Confident to make quick decisions
3. Can handle a fast-paced working environment at peak times

Desirable

1. An understanding of 20^th century history, particularly the 1^st and 2^nd World Wars