National Collections Group

Job Description
National Collections Group is responsible for all aspects of the stewardship, management and
public understanding and enjoyment of the national collections of historic properties, artefacts
and archives in EH's care.
At the end of 2013 the Stonehenge property operation was radically transformed, with the
opening of a new visitor centre at Airmans Corner, containing museum-quality displays, a
temporary exhibitions gallery, education space, ticketing and membership points, and an inhouse operated caf and shop.
The significant changes brought about by the project, will have a dramatic impact on the size
of the operation in business terms. Visitor numbers are expected to rise from 1.1m to 1.25m
by 2016/17, and income from a budget of 8.67m in 2012/13 to 16.4m over the same period.
Similarly, expenditure is expected to rise from 2.64m to 5.3m by 2016/17. In support of
this, staffing levels will also rise significantly, from 44 FTE to almost 80 FTE, in addition to a
large team of volunteers working on site.
Job Title:

Historic Property Steward

Grade:

HPS

Reports to:

Operations Supervisor

Location:

Stonehenge

Responsible for:

Delivering a world class visitor experience ensuring exemplary levels

of customer service and site presentation and delivering all relevant
KPIs.

Main Purpose of Job

Exemplary customer service and quality standards.

A clear focus on increasing the financial contribution of the site.
To help deliver the operational plan at Stonehenge and ensure excellent visitor
management by creating a unique visitor experience.
Supporting the Operations Management team in all aspects of the delivery,
presentation and performance of a world class visitor experience.
To ensure the site and its assets are safe and secure.

Main responsibilities

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1. To assist the managers and supervisors to achieve all commercial budgets and KPIs, to
include membership strike rate; guidebook strike rate; gift aid income; retail and
catering Income budgets whilst increasing spend per head.
2. To ensure that the visitor experience meets expectations by consistently delivering
exceptional levels of customer service at all times
3. To welcome visitors and offer an effective and efficient service during the admissions
process without compromising customer service.
4. Provide a high standard of visitor information and interpretation of the site, its history
and the collections.
5.

Provide information about the education facilities and booking process, stone circle
access and the local area.

6. To work alongside Volunteers collaboratively to ensure that operational objectives are

met.
7. To maintain excellent standards of the site and personal presentation at all times as
defined in the Visitor Operations Manual including;
a. The general cleaning of all areas, toilet cleaning, emptying waste bins and as
appropriate sweeping, dusting, polishing, vacuum cleaning and mopping.
b. Regular checks for litter around site and the prompt emptying of litter bins
and overseeing waste disposal from the site.
c. Inspecting the site in accordance with Health and Safety Policy guidelines.
d. Reporting all maintenance issues immediately following the appropriate
procedures..
e. Working in harmony with all contractors on site
8. To assist in minimizing stock loss through correct stock procedures and excellent
customer service.
9. To adhere to all financial procedures to include till operation and cash handling and
safeguarding of monies: to implement amendments to standard procedure as
instructions may dictate.
10. Welcoming visitors with special needs and providing a high level of service in
accordance with the Equality Act.
11. To demonstrate enthusiasm to improve own role and develop relevant skills and
experience through the PDR process
12. To assist with familiarization training of employees new to the site.
13. To be flexible as part of a team and to assist at other sites within reasonable travelling
distance.
14. To be prepared to attend training courses and conferences that are considered
necessary and developmental.
.

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15. To assist management in liaison with local groups, educational use of the site,
monitoring marketing campaigns and local newspapers and magazines and generally
promoting the site.
16. To assist with the development of events and with set up, stewarding and take down of
events.
17. To assist with Heritage Hospitality events. Staff may be asked to work through into the
night hours.
18. To ensure all health and safety policies and procedures are adhered to. Ensure the site
meets Health and Safety legislation in liaison with the management team.
19. Ensure that the Stonehenge Regulations 1997 Act are adhered to at all times and that
any breaches are dealt with effectively.
20. To use personal protection equipment as provided and directed within English Heritage
Health and Safety Guidelines.
21. To undertake any other duties as required

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PERSON SPECIFICATION
ESSENTIAL EXPERIENCE

DESIRABLE

Experience of customer service in the heritage sector or

the high street

Experience of trading at large scale

events

Able to demonstrate ability to successfully work as part of

a cross functional team

Experience of a manual ordering

system

Proven track record of delivering commercial targets

Experience of retail sales and

promotions

Proven track record of delivering KPIs through active

selling
Experience of dealing with cash transactions
Able to demonstrate the ability to communicate
effectively and persuasively
Experience and success of delivering performance to a
high standard
Able to successfully demonstrate achieving consistently
high levels of customer service
Able to successfully deliver high standards of presentation
through personal presentation and site presentation
ESSENTIAL SKILLS/KNOWLEDGE

DESIRABLE

Demonstrable understanding of the principles of excellent

customer care and visitor service

Previous experience of carrying out

risk assessments

Understanding of merchandising principles to deliver

consistently high standards of product display

First Aid certificate 1

General awareness of health and safety and security issues

Excellent numeracy and writing skills

General knowledge of other local

amenities and attractions

Able to prioritise own work and meet deadlines

Appreciation and understanding of

the importance of the historic
environment

ITC skills for use of PC and other technologies on site

Awareness of Licensing Laws

UK driving licence

Competence in use of power point,

excel and word

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ESSENTIAL PERSONAL CHARACTERISTICS

Able to display excellent communication and
interpersonal skills
Able and willing to work with a diverse range of visitors
and colleagues
Confidence to approach customers to actively sell
Well groomed and professional appearance
Ability to influence and persuade others effectively
Able to work calmly under pressure and manage
conflicting priorities
Flexible and adaptable approach to range of duties and
tasks
Keen to develop new skills
Reliable and punctual
Maintains and expects high standards of honesty and
integrity
Ability to successfully meet deadlines and to prioritise
work effectively
Ability and availability to work on a 5 out of 7 day roster
which may include evenings, on-call duties, weekends and
Public Holidays
Live within a reasonable travelling distance of job location
and sites
To keep and wear English Heritage brand uniform as
provided to an immaculate standard
Standing for long periods necessary
Person appointed must be able to access all public areas
of relevant English Heritage property
Work entails reasonable lifting of heavy/bulky objects
within published health and safety guidelines on manual
handling

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DESIRABLE