Customer Services Manager

Service:	Learning & Leisure Services
Job Title:	Customer Services Manager
Post Reference:	LLS/023/07/002A
Grade:	NLC12 £29,232 - £35,904
Closing Date:	Friday 12 September 2008

Located in Summerlee Heritage Park, Coatbridge, the museum service reflects diverse heritage through its museums and programme of exhibitions, events and outreach activities. We operate five museums including 'Summerlee – Museum of Scottish Industrial Life' due to reopen in September following a major lottery funded refurbishment, and 'Motherwell Heritage Centre' a modern facility with a strong community focus. We also run Scotland's only electric tramway and offer displays and collections reflecting the social and industrial heritage of the area.

You must possess a degree in a relevant discipline, be an excellent communicator, have good team leadership and IT skills along with sound knowledge of health and safety. An enthusiastic individual, who is committed to providing high quality accessible museum services to a wide range of users, you must be creative, multi-skilled and flexible with experience of managing cultural or heritage attractions and hold a current driving licence. Commercial/retail experience and a relevant post graduate qualification are desirable.

This is a re-advertisement, previous applicants will automatically be re-considered.

The successful candidate will be subject to a criminal conviction check through Disclosure Scotland.

Job Description

Job Outline:

The Customer Services Manager is responsible to the Museums & Heritage Manager for the effective day to day management and operation of quality customer services with the section in accordance with Council policies and departmental procedures.

In addition to the normal duties and responsibilities of the day to day management you will be responsible in particular for:

1. Securing within the resources available, responsive, effective and efficient Museums & Heritage customer services and providing the best available professional assistance and advice.

2. Assisting with the preparation and implementation of an annual service management and development plan.

3. Assisting in the policy review process for the departmental plan.

4. Assisting the museums and heritage manager in the Best Value Review of the museum and heritage service.

5. Playing a positive role in the management of the services including participating in departmental meetings and fostering a good working relationship with other departmental staff.

6. Ensuring that all services are operating in accordance with the service specification.

7. Advising on the exhibitions programme as required to ensure that the exhibitions
programme meets the needs of all visitors.

8. Advising on events and activities programme to maximise the income potential.

9. Ensuring that all museum exhibits/areas are displayed and presented to the optimum comfort, safety and needs of the visitors

10. Ensuring that an adequate maintenance programme for all front of house facilities, equipment and exhibits is devised and implemented.

11. Ensuring that all premises, equipment and stock are efficiently used, maintained and kept secured.

12. Ensuring that all income due to North Lanarkshire Council is recovered and that targeted income levels are achieved.

13. Monitoring and control budgets as allocated.

14. Developing retail outlets within museums to maximum effect and ensure stock purchased is appropriate to the visitor.

15. Effectively managing and efficiently deploying all front of house staff including staff timetabling, the supervision and monitoring of staff performance and development, identification of training needs and disciplinary matters.

16. Assisting with the selection of staff in accordance with Department and Council procedures.

17. Arranging for / carrying out staff training as required

18. Assisting in the effective marketing and promotion of Museums, including advertising and other publicity, to maximise the use of the museum and all its facilities by all sections of the community.

19. Establishing appropriate control procedures, to ensure that all museums are operating customer services efficiently and to take corrective action as required.

20. Achieving income targets set.

21. Ensuring that all activities are cost effectively provided, including support services e.g. catering in conjunction with other officers as appropriate.

22. Preparing an activity report and other management information reports as required.

23. Undertaking such duties as may be required in terms of Health & Safety at Work Act 1974.

24. Assisting in the preparation of specifications as required in relation to tenders, evaluating submissions and ensuring that contracts are carried out satisfactorily.

25. Undertaking any other duties as may be required.