1. Letter from the Director 2.
Strawberry Hill House after restoration in October 2010 THE STRAWBERRY HILL TRUST Property Operations Manager Recruitment Pack 1. Letter from the Director 2. The Trust’s Values and Strategic Aims 3. Job Description and Person Specification 4. How to Apply and Recruitment Timetable 5. Salary & Terms and Conditions of Employment From Nick Smith Director Strawberry Hill House January 2013 Dear Candidate Appointment of the Property Operations Manager at Strawberry Hill House Thank you for requesting a copy of the Recruitment Pack for the position of Property Operations Manager at Strawberry Hill. These are exciting times for the Trust and we hope you will want to join us. The Strawberry Hill Trust was founded in 2002 with a mission to restore Walpole’s Villa and to open it to a wider public – a responsibility we delivered on in great style when the first tours of the restored house took place in September 2010. Since then we’ve welcomed over 65,000 people to Strawberry Hill. Overwhelmingly they tell us that they’re having a great time here, with 97% rating their visit as ‘excellent’ or ‘good’ and three-quarters saying that they’re very likely to recommend a visit to their friends and family. For two years running we have been awarded Visitor Attraction Quality Assurance Scheme accreditation – recognition by VisitBritain of the high quality of our visitor experience. The role of the Property Operations Manager is essential to the continued success of the organisation. The post holder is responsible for the efficient and effective running of Strawberry Hill, ensuring that our visitors have a very enjoyable time in a safe and attractive environment. To succeed in this role you will be committed to customer care and working closely with staff and volunteers to ensure the house and garden are the best they can be. You’ll be ready to review and implement our conservation, marketing and visitor services plans, and to work alongside your colleagues to ensure we have the volunteer and staff resources required to successful open and look after the house and landscape. We are keen to talk to candidates who are experienced in managing staff and volunteers, have great ideas for marketing this unique location, and know what it means to develop an inspiring visitor attraction. Working for the Strawberry Hill Trust is quite unique. With twelve members of staff, one apprentice, and over 160 volunteers this organisation receives no government subsidy and is independent from larger bodies such as English Heritage or the National Trust. You can find further information on Strawberry Hill House and the Strawberry Hill Trust online at www.strawberryhillhouse.org.uk I hope that this pack gives you the information you need. If not please feel free to telephone or e-mail me. Yours faithfully Nick Smith Director Our Mission, Values, and Strategic Aims Misson Statement: Our Cause We tell the story of Horace Walpole and preserve and sustain his elegant and eccentric gothic castle, Strawberry Hill. To fulfil our mission, we have five Values: Accessibility: our education and interpretation schemes should help the public find out more about Strawberry Hill and Horace Walpole at all levels of engagement and understanding. Innovation: to connect with contemporary audiences and provide the highest quality of preservation we must find new and exciting ways to present the house, its owners, and the collection. To be sustainable we must be innovative in the ways the building is used. Inclusivity: we will reach out to our community and find out what our users and non-users think about our work. We include staff and volunteers in our planning and development work so that they can give feedback and feel confident in their work. Ambition: Our stewardship and presentation of the building and its history will be to the highest standard. We will be professional and responsible while providing experiences which are enjoyable and unique. Integrity: our work will be accurate, of high quality, and relevant to the vision and lives of Horace Walpole, his successors in the house, and the high quality of restoration we have achieved. We put our mission and values into practice through five Strategic Aims: Build financial sustainability through business activities and fundraising Visitor income (tickets, tours, and retail) and our lease grant will be sufficient to fund: o The salaries of operational/visitor-facing staff o Marketing and promotion o Routine maintenance/cleaning, utilities and security o Maintenance of the landscape Commercial events, functions and film hire income will create our reserve – for long-term maintenance and a three-month operational fund. Employment of non-operational staff taking part in non-core, non-commercial activity is dependent upon: o Revenue raised through their own activities o Grants to wages from other trusts and foundations o Grants to wages from the endowment fund An endowment, funding two education staff and the replacement of the lease grant after 2024, will be created. Develop and support our staff, volunteers, and trustees Continue to develop the staff and volunteer training plans and put them into action Refresh the board by recruiting two new trustees by the end of 2013, one of whom should have commercial experience within a small or medium sized business Set objectives for the organisation and introduce an annual whole-board performance assessment. Support Continuous Professional Development for staff and trustees. Preserving the building and collecting relevant objects: Complete the planned restoration of existing show rooms Complete the second phase of restoration Create a long-term conservation plan Plan the next stage of development of the garden Look into licencing as a source of income Increase our powers of advocacy and encourage others to become advocates for the Trust Continue to increase the size of the Friends and create new campaigns Develop the new ambassadors group within the community Review the patrons of the Trust and the Friends, define their role, and look for a Royal patron. Reignite our high-level links with media personalities and journalists Continue to nurture local media and community links Ensure relevance in our work by ensuring Horace Walpole and his elegant and eccentric castle are the focus of our activities Over the period of this plan, refocus our interpretation to present Horace Walpole, his life and times, his family, and his legacy Use Walpole’s example to inspire modern artists and craftsmen and show their work at the house Create inspirational events and exhibitions that are relevant to Horace Walpole, the building, and its design. Appeal to a wider range audiences, and appeal more deeply. Explore the use of technology in all areas of interpretation. Job Description Job Title Property Operations Manager Responsible to Director, Trustees Line Manager Director Responsible for Gardener-in-Charge, Weekend Manager, and other house staff and volunteers when duty manager on site. Job Summary As the key member of staff responsible for the operation of the property, ensure the efficient and effective running of Strawberry Hill. He/she will work closely with all staff, volunteers and trustees to ensure both the day-to-day smooth running of the house and garden, ongoing conservation of the building and landscape, and the long-term future of the Trust. Also responsible for overall marketing and promotion of Strawberry Hill, work closely with colleagues to ensure key business targets and objectives are met in line with the Strawberry Hill Trust’s mission statement and values. Key Responsibilities Strategic Responsibilities Development of the annual Conservation, Marketing, and Visitor Services plans. Take responsibility for delivery of those plans and measure their success. Implement effective lines of communication throughout the property, ensuring trustees, staff, guides and volunteers all have a chance to give feedback and have access to key members of staff. Design Duty Manager rota and deliver training to ensure consistency of approach. Act as Duty Manager at agreed times supervising security arrangements and staff and volunteers on the property in line with health and safety requirements. Line Management Provide accessible line management for: - Gardener in Charge - Weekend Duty Manager - Volunteer Coordinators (x2 volunteers) - Group Bookings Coordinators (x2 volunteers) Undertake performance contract target setting and regular reviews. Undertake fortnightly 1:1 meetings to monitor progress and discuss issues. Schedule and oversee the weekly staff meeting. Marketing & Promotion Write and deliver the annual Marketing Strategy and Plan for the property in accordance with strict budgetary allowances. Work with each department to ensure adequate marketing coverage in each area and with an holistic approach. Recruit volunteers / interns and maximise on in-house marketing expertise. Produce the annual property leaflet in conjunction with graphic designer. Produce regular in-house leaflets and marketing materials throughout the year as necessary. Regularly review the Strawberry Hill website, working closely with web designer to ensure an excellent experience for visitors and an efficient booking / back office system through which to drive bookings. With colleagues, develop an events programme through which to engage the public and raise funds for the Trust. Ensure ticket sale targets are met through effective marketing and promotion. Represent Strawberry Hill Trust in the local area by developing relationships with neighbours, their communities and associations, alongside stakeholders in the wider region. Ensure accurate and regular communication with these supporter groups. Oversee Strawberry Hill’s contribution to the LBRuT Tourism Strategy. Regular attendance at VisitRichmond meetings and events with partners. Volunteer Management & Welfare Responsible for the recruitment and retention of volunteers alongside the Volunteer Coordinators. Ensure adequate volunteer numbers and skill sets in all key teams needed to open the property and hold events. With the Volunteer Coordinator and each Department, design and deliver an effective training plan for volunteers covering inductions, departmental training and ongoing development. Implement effective lines of internal communication and ensure accurate records of volunteers, supporters and stakeholders are kept centrally. Instil a culture of commitment, enthusiasm, and confidence, where effective teamwork, communication, and learning are the norm. Ensure a positive volunteering experience across all departments, reacting quickly and effectively to any problems and/or complaints. Implement an annual volunteer social programme consisting of meetings, feedback sessions and visits. Oversee the annual Volunteer Survey and complete and action plan to tackle any areas for improvement in a timely manner. Visitor Experience Deliver an excellent visitor experience throughout the season which encourages recommendations and repeat visits. Through good quality interpretation, help staff and volunteers deliver an engaging visitor experience taking in the history of Strawberry Hill and its owners, the unique collection, and the restoration and conservation of the house and grounds. Review annually the Visitor Services Plan and distribute to all staff and volunteers to facilitate a consistent level of service to visitors throughout the property. Maintenance & Conservation Ensure that the Trust’s high standards of customer care, conservation, and presentation are met, taking appropriate action to rectify any problems. Manage contract cleaners to ensure high standards of presentation are met in all public facility areas of the property. Design and issue a conservation cleaning schedule and recruit, train and supervise the Conservation Cleaners (staff and volunteers) to ensure high standards of presentation are met in the historic rooms. Oversee ongoing maintenance of the house and garden, adhering to the Maintenance Schedule for inspection of key services annually. Arrange for any necessary repairs to be undertaken – get quotes, coordinate and schedule work and adhere to budget. Responsible for the scheduling and management of any restoration work undertaken onsite, liaising with architects, project managers and project committee members. Ensure relevant risk assessments are undertaken. Ensure that the building is operated in such a way that objects and rooms are secure from damage and theft. Office Management Effectively manage the day-to-day running of a busy office environment of staff and volunteers. Responsible for the management of IT contract supplier, scheduling of regular servicing and repairs. Recruit, train and manage a team of volunteers to aid in administration. Ensure that correspondence including telephone calls, e-mails and letters are responded to or passed to the relevant staff and handled in a timely fashion. Monitor the performance of booking systems for education visitors, guided tours, and special events, reacting quickly and effectively to any issues arising. Ensure adequate stocks of office equipment and supplies for all departments. Health & Safety Produce and maintain the property Emergency Plan. Ensure that policies and procedures on security and fire protection are adhered to at all times. Ensure adequate training for staff and volunteers in all matters pertaining to health & safety. Comply with health and safety legislation and the Trust’s health and safety policies. Other Duties Be a positive ambassador for the Strawberry Hill Trust at all times. Make a significant contribution to Strawberry Hill’s ethos of teamwork and shared success. Undertake any other duties as may be reasonably required by the Director or Trustees. Person Specification Qualification Essential Has received substantial on-the-job training in management or customer care. Desirable A higher level qualification in management or heritage. Experience Essential Has worked in a heritage or customer service focussed environment for at least two years. Has managed a team of staff or volunteers numbering at least ten including line management responsibilities. Has experience in writing and delivering strategic plans. Has experience of designing and delivering marketing campaigns. Has experience of working with volunteers or has volunteered themselves. Desirable A working knowledge of history, conservation practices, and interpretation. Personal Qualities Able to effectively manage the day-to-day activities of staff and volunteers. An excellent communicator. Able to work on initiative for the benefit of the Trust. Feels confident in inspiring visitors through events and interpretation. Can work effectively in a busy public environment, with a readiness to act decisively within their role description. Organised and methodical. A willingness to share their skills with others but also learn from colleagues. Acts with honesty and integrity and is a positive representative for the Trust. HOW TO APPLY AND TIMETABLE CV and Personal Statement All applications should be sent electronically as a .doc (Microsoft Word 97-2003), .docx (Word 2010), or .pdf document. They should consist of a CV and a personal statement. The CV should include Your contact details (address, work, home and mobile phone numbers as appropriate) Please indicate which number to contact you on if you are shortlisted for interview. Career history Your experience, Your qualifications. The names and contact details of two referees. As least one of whom should be you current or most recent employer. Please let us know whether we can take up references prior to interview. Do not include information about gender, age or ethnicity or other information included on our Recruitment Monitoring Form The personal statement should set out how you meet the person specification. Please be clear and comprehensive in your personal statement as this will be a key shortlisting document The CV and personal statement should be in MS Word format or equivalent and should not contain photographs. Recruitment Monitoring Form The Recruitment Monitoring Form is attached separately. Please complete and return the Recruitment Monitoring Form as a separate document from the CV and personal statement but attached to the same email. The Recruitment Monitoring Form will be detached from your application before it is sent to the panel. Sending us Your Application Please send your CV, personal statement and Recruitment Monitoring Form by email to the Director: [email protected] If you need to contact him by phone about your application please do telephone on 020 8744 1241. Recruitment Procedure Formal interviews and tours of Strawberry Hill for selected candidates will be conducted on Monday 18 February Timetable Please note these dates for your diary. Closing date: Monday 11 February Shortlisting: We will contact you if you have been shortlisted on Thursday 14 February to allocate times for the formal interviews. Please ensure you’ve given suitable contact details on your CV. Tour of Strawberry Hill and Interview: Monday 18 February We hope that candidates would be able to take up their appointment in late March 2013 SALARY & TERMS AND CONDITIONS OF EMPLOYMENT Set out below is a summary of the main terms and conditions of employment Salary £28,000 per annum Payment of Salary Monthly by credit transfer Hours of Work Full time (37.5 hours per week) Annual Leave 25 days, plus 8 bank holidays Probation Period 3 Months Notice Period After the successful completion of the probation period, 3 months from either side Pension Scheme Stakeholder Scheme. Sick Pay Scheme There is a Company Sick Pay Scheme
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