JOB DESCRIPTION
Job Title: Visitor Experience Guide
Salary: Scale 4 (SCP 9-13)
Department: Seamus Heaney HomePlace
Reports to: Duty Manager,
Seamus Heaney HomePlace
Location: Seamus Heaney HomePlace, Bellaghy
Hours: Fixed-Term Temporary 6 months. 30 Hours. On a rota basis, expected to include one weekend in every two, with occasional evening work (Subject to review)
Duration: 30 Hours per week – 6 months Fixed term contract
Purpose and Function of Post
To lead visitors through HomePlace by following agreed policy, while sharing specific knowledge related to locations and settings, retaining historical facts, dates and anecdotes to relay to customers in an informative way.
To provide an enjoyable and informative experience for all visitors to Seamus Heaney HomePlace, while delivering excellent customer service to a standard commensurate with an international tourist attraction, by presenting information in a clear and entertaining manner.
To introduce visitors to Seamus Heaney HomePlace and to assist in providing an effective and efficient front of house service for visitors. To plan and organise tours and act as a cultural ambassador by offering interesting commentary and information, allowing visitors to enjoy an illuminating experience at Seamus Heaney HomePlace.
Principal Duties and Tasks Performed:
1. To lead visitors through HomePlace and share specific knowledge related to locations and settings, retaining historical facts, dates and anecdotes to relay to customers in an informative way.
2. To deliver a high quality visitor experience that reflects the values and ethos of Seamus Heaney HomePlace.
3. To ensure the visitor’s experience at HomePlace is paramount by ensuring that excellent customer service standards are maintained, monitored and improved.
4. Assist with the day to day management of the merchandising, including sales, stock management and associated interpretation and information materials.
5. To proactively promote and enhance the experience for visitors to attract new and repeat visits to the site and to increase overall visitor numbers.
6. To ensure the needs of particular visitors (e.g. elderly, disabled, different nationalities) are sensitively accommodated through reasonable adjustment and individual attention as necessary.
7. To provide a front of house welcome and information service to all visitors both in person and by phone, including information on facilities, exhibits and events.
8. To operate the retail system, adhering to the operating standards, and provide an efficient and effective sales service to visitors.
9. To follow the cash handling procedures when working in the reception area, and deal with the provision of tickets.
10. To assist in researching, developing and delivering an innovative Visitor Experience which will interpret and promote the life and works of Seamus Heaney to a wide ranging audience, and seek to implement agreed actions in conjunction with other staff.
11. To promote the heritage of the area, and provide an information service for visitors and in assist in the development of Seamus Heaney HomePlace as a world class visitor attraction and answer customers’ questions in a consistent and accurate manner.
12. To fully cooperate and contribute to the staff team by assisting with the efficient day to day running of the operation, ensuring a coherent and high quality experience for all visitors to HomePlace.
13. To ensure that all customers are treated with utmost courtesy at all times.
14. To work as part of a team to deliver excellent service standards within the Seamus Heaney HomePlace.
15. To use exhibition interpretative material effectively and efficiently, reporting defects immediately to ensure that they are dealt, and ensure availability of handheld audio guides meets demand.
16. To assist with the planning and management of events associated with the promotion of Seamus Heaney HomePlace.
17. To assist with the implementation of a customer feedback and complaints programme.
18. To undertake a range of administrative duties as required.
19. To take responsibility for maintaining a high standard of cleanliness, tidiness and presentation within HomePlace at all times and to report faulty or broken resources or equipment using the appropriate procedures, as well as ensuring the safety and security of objects and artefacts within the Centre, reporting lost, stolen or damaged items in accordance with Company procedures.
20. To ensure visitor safety through strict adherence to all relevant HomeBawn Ltd policies and procedures, including Emergency Evacuation procedures, the Health and Safety Policy and the Child Protection and Vulnerable Adult Policy.
21. To manage visitor flow throughout Seamus Heaney HomePlace.
22. To perform other duties as assigned.
Proposed Seamus Heaney HomePlace Opening Times:
Monday – Friday 10:00am – 5:00 pm
Saturday 10:00 am – 5:00 pm
Sunday 1:00 pm – 5:00 pm
Please note, additional events will be a delivered on evenings and weekends. Also, these are proposed as winter opening hours, and as a new facility there may be alterations.
Person Specification
1. Qualifications and Experience
1.1 Essential Qualifications and Experience
· 5 GCSE’s (Grade A-C) or equivalent, including English Language and a numeracy based subject;
· Applicants must provide specific and personal examples of having at least 2 years’ relevant experience in the following areas:
o Effective interpersonal and verbal communication skills and the ability to communicate with a diverse range of stakeholders;
o A proven ability to work within a team setting and on own initiative;
o Experience of working in a customer service environment and with the general public, providing a high standard of customer care.
1.2 Desirable Experience
· Applicants must provide specific and personal examples of having at least 2 years’ relevant experience in the following areas:
o Having worked in a successful visitor project or visitor attraction;
o A knowledge of Seamus Heaney, his life and works.
The shortlisting panel reserves the right to enhance the above criteria.
2. Competencies
In accordance with the Competency Framework for Local Government1 applicants for this post must demonstrate the following competencies at Frontline level:
2.1 Managing Yourself
– works flexibly and prepared to get involved in other projects beyond their role.
– has a positive approach and shares information with other stakeholders.
2.2 Working with Others
– establish the needs of customers and strive to ensure that these are met.
2.3 Moving Forward
– understands what is expected in terms of delivery and be self-driven to achieve outcomes.
– understands the problems and uses good judgement to see what improvements could be implemented.
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1 Further details on these competencies and their associated positive indicators can be found in the Competency Framework for Local Government at www.lgsc.org.uk.
- The post will be subject to a Basic ACCESS (NI) check for successful candidates in accordance with Access NI Code of Practice
Please note the deadline for applications is: 9th June 2026
Benefits:
- Company pension
- On-site parking
- Sick pay
Application question(s):
- 5 GCSE’s (Grade A-C) or equivalent, including English Language and a numeracy based subject.
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service environment : 2 years (preferred)
Work Location: In person
