Visitor Experience & Retail Assistant (0.6 FTE) Job Description Job Title: Hours: Visitor Experience & Retail Assistant 856.25 hours per annum, typically 3 days per week although this may change across the year due to the seasonality of our opening. (some evenings and regular Sundays required as part of a roster) Salary: £10,214 per annum Holidays: 15 days including statutory holidays Responsible to: Visitor Experience Manager Location based at: Chelsea Physic Garden, 66 Royal Hospital Road, London, SW3 4HS. Equal Opportunities Chelsea Physic Garden is a place for everyone. As an equal opportunities’ employer, Chelsea Physic Garden is committed to championing equality, diversity, and inclusion in our workplace. If you are a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. About Chelsea Physic Garden Chelsea Physic Garden is an independent charity set up in 1983 to promote and preserve the four-acre garden of the same name. The charity’s mission is to demonstrate the medicinal, economic, cultural and environmental importance of plants to the survival and wellbeing of humankind. Together as a small, dedicated team of staff we welcome 70,000 visitors a year to enjoy our Grade 1 Listed garden. There has been a Garden on our site since 1673. We are currently in a period of large-scale project development, as we move toward a celebration of our 350 th anniversary in 2023. The first phase of the project is focused on the ambition to restore and re-present our Glasshouses and their important and fragile collections. This project is supported by the National Lottery Heritage Fund. About the Role We want to make Chelsea Physic Garden, a welcoming garden for all and our visitor experience team, as the visitors first point of contact, are essential to delivering this successfully. The Visitor Experience & Retail Assistant(s) is a customer facing role that engages with everyone who visits the Garden and delivers the daily running of the Visitor Welcome Area and Garden Shop. The role provides an exceptional welcome and level of customer service. The posts support the Visitor Experience Manager to achieve annual targets for visitor admissions, membership conversion, direct debit sign up and gift aid donations. The Visitor Experience & Retail Assistant(s) will support our daily retail operations, uphold retail presentation standards, support visitors with sales enquiries and process purchase transactions. We currently have x3 contracts available each on a 0.6 FTE, which equates to 856.25 hours worked across the year. We are open to visitors on Sundays and Bank Holidays, and are only open to the public on x2 Saturdays a year (as we close for private hire events on Saturdays). Key areas of responsibility i.         ii. Visitor Experience Responsible for delivering a high-quality visitor experience to all of our visitors; Resolving visitor enquiries where possible and passing enquiries on to relevant colleagues when necessary; Maintaining a good knowledge of the Garden and the seasonal highlights of the Garden as these change, as well as our wider public offer including our Public Programme of events and our catering partners; Liaise with visitor facing volunteers, such as Tour Guides and Stewards to update them with any last-minute updates and to know how many tours will be taking place, when, etc. to best inform visitors; Support the Visitor Experience Manager and Assistant Visitor Experience Manager to deliver the Visitor Experience Plan at Chelsea Physic Garden and take an interest in the Audience Development Plan; To deliver small scale projects on an ad hoc basis in line with personal development plan e.g. ‘How To Guides’ on processes for new staff members. To effectively support the operational management team in the event of an emergency or fire evacuation. Maintain a good knowledge of operational procedures including health and safety, safeguarding and lost children, to ensure that everyone at CPG has as safe a visit as possible. Retail      iii. Provide exceptional customer service to visitors in the Garden Shop. Develop a good understanding of the products on sale and their relevance to the Garden. Ensure that the retail spaces are well stocked and presented in line with Presentation Guidelines. Work with the Buyer/Merchandiser to meet monthly sales targets. S