Institute of Contemporary Arts

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Public Advisor (Contract)

Reference: JUN20247050
Expiry date: 2024-07-28 22:59:00.000
Location: London
Salary: £13.15 Per Hour
Benefits: Complementary tickets to ICA exhibitions, cinema screenings and events as well annual season ticket loan and discount in our bookshop cafe and editions.
Duration:72 hours over 12 Weeks (plus the ability to do overtime) Must include evening and weekend
Attachments: ICA_PublicAdvisorJD2024.pdf

As Public Advisor (Flexible), you will be responsible for:

Bookstore, Box Office and Membership

  • Follow the ICA’s box office and bookstore protocols, policies, and presentation standards. Maintain a welcoming environment and helpful attitude towards all visitors and callers.
  • Sell memberships, tickets, books, magazines and merchandise to visitors – in person, by telephone and by email ensuring that excellent customer service is provided.
  • Work alongside the ICA’s curatorial and comms teams to upload finalised programme content to the ticket system Spektrix, alter events and update changes to the programme.
  • Issue membership cards and update membership records.
  • Problem-solve visitor questions.
  • Assist the bookstore manager with maintaining the bookstore.
  • Ensure the security of monies and responsibly carry out cash handling procedures, and inform a senior staff member of any discrepancies which cannot be rectified.

Visitor Care and Information Sharing

  • Broadly responsible for providing excellent visitor services throughout all spaces in the venue, by ensuring a clean, tidy and welcoming environment and providing accurate information about the ICA’s current programme, history and heritage and commercial offering in a warm, welcoming manner.
  • Provide additional support as needed for visitors with special access requirements.
  • Greet and respond to visitors across the ICA’s programme spaces (including invigilating galleries, ushering in the cinema, and assisting at events), and ensure that visitors can access and enjoy the full ICA programme in a safe, friendly and welcoming environment.
  • Answer enquiries and provide up-to-date information to visitors about the range of products and services on offer (including upcoming programme, current bookstore and editions, ICA heritage and our commercial offers and private hires). This will also include an understanding of other working ICA departments in order to refer customers on to more relevant employees when necessary.
  • Sell and check memberships and tickets for the ICA, ensuring that visitors understand the purpose behind our membership offer and admissions model.
  • To be fully familiar with the current programme and to be equipped on a shift by shift basis with any additional information e.g. programme changes, special offers, etc., by regularly checking emails.
  • Plan and deliver exhibition tours.
  • Attend regular programme briefing and training sessions to improve knowledge and customer service skills.
  • Maintain records of and give information about items of lost property.
  • Assist with guestlists.
  • Assist with data collection, counting-in and tallying up visitors where required.

General

  • Be aware of and be able to carry out fire and other emergency procedures.
  • Assist in the general tidiness of the Front of House area including additional sanitation procedures where necessary.
  • Ensure that General Data Protection Regulation requirements are upheld and to follow procedures in line with the Regulation including strictly following our Privacy Policy and Data Protection Handbook.
  • Actively seek sales opportunities and provide visitors with information about the range of products and services on offer.
  • Assist with keeping spaces presentable including removing litter from the cinemas after screenings.
  • Any other duties requested by the Senior Operations and Visitor Services Manager, OVMS or the Head of Operations and Visitor Services.
  • Must be available for a recruitment day onsite on August 16th.