Admissions Team Leader

Description:

The primary purpose is to ensure that the Admissions team run effectively to provide the highest level of Visitor Experience. This will include a balance of administrative and operational responsibilities.

Your Role Accountabilities…

• First point of contact for any issues which may arise from a visitor perspective during their visit – enabling the Admissions team to carry on with their duties, resolving any issues and escalating to the Duty Manager as required.

• Lead people and performance management discussions with team members, providing coaching and development, and when necessary, holding formal meetings in accordance with the absence and lateness policies with support from the P&C (HR) team.

• Complete daily work schedules using Microsoft Excel to ensure adequate staffing levels for every operational day in a timely manner to provide the team with enough notice.

• Work with the GOTech, Call Centre and Trade teams to ensure Galaxy ticketing system is working, any issues are resolved, and all reports are accurate.

• Send daily Tour attendance reports and formatting arrivals reports for the Senior Leadership Team and our commercial partners.

• Ensure accurate reporting of team hours in preparation for payroll reports.

• Share knowledge of the Harry Potter & Warner Bros. Franchises with our visitors.

• Create & deliver training sessions for Admissions staff and ensure quality of work by providing operational team briefings, on/off the job training and support where necessary.

• Always champion the safety of visitors and staff, making sure that the team operate in accordance with WBSTL H&S policies and procedures at all times, ensuring all risk assessments are up to date and that all team members are aware of their responsibilities.

Qualifications & Experience…

• Ability to learn new skills and adapt to new situations within a fast paced, visitor focused environment.

• Excellent interpersonal and communication skills via email, telephone and in person.

• Experience of using a ticketing system.

• Experience of staff scheduling.

• Experience using Microsoft Office.

• Enjoyment of working confidently with the general public. including speaking to large groups.