Visitor Services Advisor

Job Description

01 – 15 hours casual hours per week

Up to £12.21 per hour (+ holiday pay)

Background

Wave Active is an award-winning charity and social enterprise, supporting local communities with facilities, activities, and services to inspire active lifestyles.

Our purpose is “Inspiring Active Lifestyles” and vision, “To be at the heart of the improvement of health and wellbeing in the Community”.

Managing 15 leisure facilities and Newhaven Fort, across the Lewes District and Eastbourne Borough of East Sussex we are passionate about providing opportunities that support individuals to gain, regain or maintain: health, fitness, and wellbeing.

As a charity, formed in 2006, Wave Active continues to ensure all surplus revenues generated from activities are reinvested back into the community in the form of: facility developments, refurbishments, employment opportunities, new programmes of activity and to support those with health conditions to make health improvements.

On the back of a £7.5 Million investment in 2024 the Fort has re-opened with a renewed sense of purpose as a Visitor Attraction that celebrates the rich local history during the first and second world wars Perched atop the scenic cliffs of Newhaven the site has much to offer, fantastic views, an exciting play area, delicious food in our on site café and something for everyone in our vibrant gift shop.

The Post in Context

As the first point of contact for visitors to the Fort you will be critical in providing a first class visitor services experience by welcoming visitors positively, ensuring they make the most from their visit, and that they are encouraged to purchase items and souvenirs from the shop.

Some knowledge of the historical aspects for the Fort will be required for which full training will be given.

Visitor Service

The priority of the Visitor Services Advisor is to provide a friendly and efficient service to Fort visitors at all times.

Reception

• To answer, promptly, incoming telephone calls.
• To welcome and acclimatise visitors to the Fort.
• To control entry and exit systems.
• To have a basic knowledge of the history of the site in order to be able to answer visitors’ questions.
• To use PA systems for information and control.
• To maintain a clean and tidy reception area and shop.
• To be smartly presented in the Fort uniform at all times.

Administration

• Responsible for the smooth operation of the till system.
• To encourage visitors to make voluntary donations towards the upkeep of the Fort in accordance with Gift Aid requirements.
• To control and cash up all monies during the session in accordance with the financial regulations.

Shop

• To promote the sale of souvenirs in the shop.
• To ensure that the shop is well stocked and items are properly presented to maximise sales

Other Duties

• To roam the site ensuring visitors are ok and have not entered areas that are off limits.
• To litter pick the site and car park.
• To take part in cleaning rotas to ensure the site is clean and presentable.
• To carry out other duties as required.
• To adhere to Wave Active Limited’s policies and procedures.

Personal Specification

PERSON SPECIFICATION

Disposition (Essential)

• Customer focused
• Driven and Enthusiastic
• Passion for providing exceptional service
• Can do attitude
• Pro-active
• Team Player
• Interpersonal skills

Experience (Essential)

• Similar work environment

Skills (Essential)

• Excellent communication skills – face to face, telephone.
• Able to remain calm and professional in challenging circumstances.
• Knowledge of cash till operations and administration of cash returns.

Other (Essential)

• To be flexible to the changing demands of the business.
• Able to react positively to changes in policy and development into new or improved areas of service activity.
• To be able to follow Wave Active Limited Policies and Procedures.