Job Title: Visitor Experience Brand Ambassador

Department: CMT

Location: F2 Hinckley

Reporting to: Visitor Centre Manager

Salary: £16k Per annum - PRO RATA

First established in 1902, Triumph Motorcycles celebrated 110 years of motorcycle manufacturing in 2012. For more than two decades, Triumph Motorcycles has been based in Hinckley, Leicestershire, and has produced iconic bikes that perfectly blend authentic design, character, charisma and performance.

Building around 60,000 bikes per year, Triumph is the largest British Motorcycle Manufacturer and has over 750 Dealers across the world.

At the heart of Triumph’s philosophy is a commitment and passion to develop truly unique motorcycles that offer a blend of distinctive design, intuitive handling and performance to enjoy the perfect ride.

This focus, innovation and engineering passion has today created a broad range of bikes suited to all motorcycle riders, including the striking 2.3 litre Rocket III, the unmistakable Speed Triple, the TT winning SuperSports Daytona 675R, class defining Tiger 800, transcontinental Tiger Explorer and the iconic Triumph Bonneville family.

Triumph currently employs around 2000 personnel worldwide and has subsidiary operations in the UK, America, France, Germany, Spain, Italy, Japan, Sweden, Benelux, Brazil, India and Thailand, as well as a network of independent distributors. Triumph has manufacturing facilities in Hinckley, Leicestershire and Thailand plus CKD facilities in Brazil and India.

Visitor Centre

Our Triumph Visitor Centre brings the Triumph story to life, highlighting our achievements and progression through the years, showcasing our engineering acumen alongside providing the opportunity for visitors to further build their affinity with our brand. The visitor experience provided is of the highest standard right from the presentation and cleanliness of the Visitor Centre, through to the amazing exhibitions and factory tour experiences delivered on site. Every visitor is made to feel valued, fully engages with the Triumph brand, and has their expectations exceeded in as many areas of the Visitor Centre as possible. Role: As a Visitor Experience Brand Ambassador you will play an important role in delivering excellent customer service at all times, welcoming our visitors and positively engaging with them to enhance their experience. You will do everything possible to ensure our visitors’ expectations are both met and exceeded through the delivery of exceptional guided factory tours, and informative and enthusiastic interpretation of our exhibitions and other special events. You will be happy to assist in all areas of the Visitor Centre to maximise visitor enjoyment, and ensure the Centre runs smoothly at all times. You will be proactive in your approach, identifying and acting on required tasks to ensure smooth service and high standards of presentation and overall experience are maintained. You will be committed to following health and safety standards, and actively contribute to helping our visitors build their affinity to the Triumph brand. You will take a keen interest and responsibility for the upkeep of the exhibition spaces, ensuring the collection displays are safe, secure and in excellent order.

Duties and responsibilities

• Deliver our expected standards of service ensuring we provide a genuinely warm welcome and highly engaging visitor experience through exceptional customer service, anticipating and meeting our visitors’ every need, demonstrating Triumph’s brand values at all times

• Attend training, team meetings and individual discussions, adopting a culture of positivity and enthusiasm, working together with all members of the Visitor Centre team to deliver the highest possible standards of visitor experience in line with Triumph’s brand values

• Deliver the appropriate standards, procedures and best practice as defined by the Visitor Centre Manager

• Deliver high quality, engaging and informative factory tours, and any other visitor engagement tasks, ensuring the enjoyment and safety of our visitors at all times

• Help to present, develop and improve the Visitor Centre’s interpretation, guided tours and story

• Ensure high standards of presentation across the Visitor Centre and undertake any delegated tasks within Retail, Catering, Events or any other areas as required

• Understand and help to deliver the Visitor Centre’s business plan

• Assist the Visitor Centre team in achieving its financial targets, maximising income and profitability, according to Triumph’s procedures and instructions

• Support the delivery of key performance indicators as communicated by your line manager

• Strive to be efficient and ensure cost effectiveness in all aspects without compromising the quality of visitor experience, according to procedure and instructions

• Undertake curatorial tasks as required to include cataloguing, auditing, maintaining and reporting on exhibition collections

• Ensure the exhibition spaces are presented to a consistently high standard at all times, including all interpretation, collection items and surrounding areas

• Assist with the setup and removal of exhibitions and collection items, ensuring safety of the team and security of the collection items take top priority

• Uphold our brand values at all times, ensuring the visitor experience is always a priority

• Present a professional service at special events as required, ensuring delivery of the highest standards

• To undertake first aid duties as and when required on a rota basis

• In addition to the duties and responsibilities listed, the post holder is required to perform any other reasonable duties that may be assigned by the manager shown above, from time to time.

Essential skill requirements

• Experience of delivering inspirational visitor engagement activities such as guided walks/talks/tours

• Ability to respond appropriately to visitor feedback and follow complaints handling procedures

• Knowledge of and passion for motorcycles

• Educated to a minimum of GCSE Level standard (or equivalent)

• Ability to use Microsoft Office and other computer based software

• Exceptional standards of customer care and presentation

• Enthusiastic, positive and can-do approach to all tasks

• Excellent people skills, enabling good working relationships across the Visitor Centre team.

• Good interpersonal skills, able to deal with visitors and team members in a variety of situations.

• Experience of assessing and controlling risk. Knowledge of relevant Health and Safety procedures.

• Strong written and verbal communication skills.

• Strong skills in public presentation for a variety of audiences

• Results focused and proven self-motivator. Able to respond to varying pressures, difficult situations and complaints

• Adherence to legislative requirements e.g. data protection, health and safety

• Ability to determine priorities and undertake tasks as required

• Ability to problem solve and think outside the box

• Ability to maintain good working relationships with internal colleagues and external contacts

• Ability to adapt to changing circumstances and priorities in a fast paced environment whilst upholding high standards

• Ability to uphold Triumph’s brand values at all times, providing exceptional customer service. Desirable skill requirements:

• Experience of curatorial tasks within exhibition spaces in an attraction environment

• Associated qualification in gallery or museum studies

• First Aid qualification (training can be provided)

• Experience working in a high volume, high quality customer-focused visitor experience operation, preferably within a visitor attraction environment, with some retail and/or catering experience

• Experience of cash handling procedures

• Experience using EPOS till systems

• Experience of general administrative duties with good attention to detail

• Experience of curatorial tasks within exhibition spaces in an attraction environment

Please note that this role will include shift work that will include working at weekends and evenings and will be on a fair rota basis.

Additional Information

Triumph offers a variety of competitive benefit schemes which can be utilised by all staff including 25 days holiday plus bank holidays, a Pension Scheme, Cycle to Work Scheme and Childcare Vouchers. Additionally, all staff have the opportunity to purchase motorcycles, clothing and accessories at a heavily discounted rate.

Applications will only be accepted from candidates who have the unrestricted right to work in the EU.

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