THE ALNWICK GARDEN
JOB DESCRIPTION
Job Title
Bookings & Visitor Information Assistant (Temporary)
Post Details
Job Title: Bookings & Visitor Information Assistant (Temporary)
Post Reports To: Visitor Information Team Leader / Sales Manager
Line Manager: Visitor Information Team Leader
Department: Sales & Marketing
Rate of Pay: National Minimum Wage
Contract: Temporary Zero Hours Contract
Working Pattern:
Shifts will primarily be available on Saturdays, Sundays, Mondays and Tuesdays. Working days and hours may vary according to the needs of the business.
Role Purpose
The Bookings & Visitor Information Assistant plays a key role in delivering an exceptional visitor experience by acting as a central point of contact for visitors before, during and after their visit. Working within the Sales & Marketing team, the role provides friendly, professional and efficient support across telephone, email, LiveChat and face-to-face enquiries, while administering bookings, memberships and visitor information.
The role requires excellent customer service, strong communication skills, attention to detail and the ability to manage multiple priorities while supporting the smooth day-to-day operation of the Visitor Information service.
Overview
The Alnwick Garden is an award-winning visitor attraction and charity located in Alnwick, Northumberland. Welcoming more than 360,000 visitors each year, The Garden is commercially driven and visitor-focused while operating as a charitable organisation with a strong set of values, creating a unique and rewarding working environment.
Duties & Responsibilities
- Deliver excellent customer service through telephone, email, LiveChat and face-to-face interactions.
- Respond promptly and professionally to visitor enquiries, providing accurate information about The Alnwick Garden, Lilidorei, events and visitor facilities.
- Process visitor bookings, memberships and other transactions accurately using internal booking systems.
- Support visitors with online bookings and resolve booking queries efficiently.
- Handle customer feedback and complaints professionally, resolving issues where possible and escalating when appropriate.
- Carry out routine administrative tasks to ensure bookings and visitor records are accurate and up to date.
- Undertake shared reception duties, including welcoming visitors, answering incoming calls, and managing incoming post and deliveries.
- Work collaboratively with colleagues across departments to ensure a seamless visitor experience.
- Maintain confidentiality and handle customer information in accordance with company procedures.
- Undertake any other reasonable duties appropriate to the role.
Person Specification
The successful applicant will have:
- A passion for delivering outstanding customer service.
- Excellent written and verbal communication skills.
- Confidence communicating by telephone, email, LiveChat and in person.
- Strong organisational skills, with excellent attention to detail.
- The ability to prioritise a varied workload and work effectively under pressure.
- Good IT skills, including Microsoft Office, and the ability to learn new systems quickly.
- Experience in a customer service, administration, retail, hospitality or visitor attraction environment (desirable).
- A calm, professional and positive approach when dealing with customer enquiries and resolving issues.
- The ability to work independently and collaboratively within a team.
- Flexibility and reliability, with the ability to work the required shift pattern.
- A commitment to supporting the values of The Alnwick Garden and delivering an exceptional visitor experience.
Our Values
Be able to demonstrate and practise:
- Trust – We are committed to building relationships of trust between each other and with our customers and beneficiaries. Our relationships are built on openness, transparency, honesty and integrity.
- Caring – We strive to be compassionate and kind to each other, our visitors and our community. Listening carefully to concerns and feedback is key to providing a caring response.
- Respect – We will always respect The Garden, its vision and the role every individual plays in making the organisation successful.
- Collaboration – We recognise that teamwork is fundamental to success. We support one another, invest in each other's success and welcome constructive challenge.
- Positivity – We promote a positive, can-do attitude and believe challenges can be overcome through commitment, teamwork and enthusiasm.
- Accountability – We take responsibility for our actions, learn from our mistakes and work together to resolve issues quickly and effectively.
- Quirky – We are proudly different, embracing creativity, innovation and bold ideas that make The Alnwick Garden unique.
- Inclusivity & Accessibility – We are committed to creating an environment where everyone feels welcome, respected and able to contribute. We encourage fresh ideas and maintain an open, supportive culture.
- Diversity – We value diversity and believe different perspectives strengthen our organisation. We are committed to creating an inclusive workplace where everyone can thrive.
Pay: From £12.71 per hour
Work Location: In person
