Please access the Application Form HERE

JOB TITLE:  Volunteer Coordinator

£25,500 per annum

The Royal Armouries is the United Kingdom’s national museum of arms and armour and one of the most important collections of its type in the world, housed at its headquarters and flagship museum in Leeds, its historic home at the Tower of London, and the Victorian Fort Nelson in Hampshire.

We have an exciting opportunity for a Volunteer Coordinator to join the existing Visitor Operations team. Reporting to the Head of Visitor Operations & Sustainability the successful applicant will work across all three of our sites, the Royal Armouries Museum, Fort Nelson and The White Tower. You will support volunteering operations and increase volunteering opportunities across the organisation.

The successful candidate will be joining the Royal Armouries at an exciting time in volunteering, supporting the development and delivery of a new volunteer strategy which will grow the volunteering programme and ever improving volunteering experience across our sites.

The successful candidate must be able to work flexibly, be highly organised and self-motivated with a proven ability to work to tight deadlines. The successful candidate must have had previous experience overseeing a volunteering programme in a heritage or cultural attraction. They must be an effective and professional communicator, able to engage with stakeholders and build relationships at all levels across the organisation.

Hours

A full-time position working 36 hours per week, 5 days out of 7. Weekend, Bank Holiday and evening working will be required from time to time to support special events and provide operational cover.

The role will be hybrid with a mix of home and office working from our Leeds museum. The post encompasses all three Royal Armouries sites, with travel and work expected at each location when required.

Benefits

• Access to the discounted bicycles via Bike2Work scheme
• Access to free EAP services via the (Employee Assistance Program)
• 27.5 days holiday plus Bank Holidays
• Company sick pay scheme
• Discounted staff car parking
• 25% off staff shop
• 10% off food in on-site café
• Pension scheme max employer contribution is 9% 
• Access to free on-line learning

A Police Check/ Disclosure will be requested in the event of a successful application. Please refer to the job description for the level of check required. A criminal record would not necessarily be a bar to employment.

Please note that all job offers are subject to the receipt of satisfactory references, DBS/Police checks and right to work documentation.

To apply please visit https://www.cloudonlinerecruitment.co.uk/royalarmouries. Please note you will need to download an application form as directed and upload it via our recruitment system in the space provided. We cannot accept CVs in place of an application form.

If you would like further information about the role or would like to discuss this opportunity in more detail, please contact Jessica.Hardy@armouries.org.uk before 20^th September 2024.

Closing date: 30^th September 2024

Interview dates: W/c 21st October 2024

Purpose

• To energetically and innovatively champion volunteering objectives and uphold the quality of volunteer experience and efficiency throughout Royal Armouries operations and ensure all volunteers enjoy their time with us. This includes at all our sites, and digitally.
• To coordinate and support the deliverance of volunteer programming in support of the Royal Armouries corporate plan and annual operating plan.
• Support, develop, and motivate volunteer supervisors to meet good standards and targets
• Ensure a vigorous and diligent approach to health and safety standards for volunteers
• To support all volunteer programs and projects, as required. Ensuring the museum is compliant in volunteer management and volunteer posts.
• Represent the volunteer operations during relevant projects and meetings
• Report on volunteering targets and progress throughout the year, and at various levels of the organisation
• Act as the Health and Safety representative for volunteer related operations

 Key Result Areas

• Support in the development and in the delivery of a new volunteer strategy in 2024-25 and annual operating objectives of volunteering activities.
• Delivery of annual volunteering targets and objectives
• Oversee the digital elements of volunteer management, including the volunteering CRM system, website, and inbox, ensuring all work to a high standard, in line with organisational branding, GDPR requirements, customer service standards
• Represent volunteer operations across the museum in inter-departmental forums as required
• Play a role in safeguarding activities in relation to volunteering
• Ensure that all on site volunteers are provided an induction and relevant training to a high standard
• Ensure that volunteer facilities are available and are a credit to the museum during hours of opening
• Ensure a responsive and listening volunteer operation is in place and that standards are continuously improving, and that structures and processes are regularly reviewed and improved as needs be
• See that all volunteering operations are run smoothly, providing relevant support for other departments where appropriate to guarantee this; identifying and resolving issues as they arise.
• Maintain and improve safety efficiency and effectiveness wherever possible and necessary.
• Ensure that all documentation relating to volunteering, including the volunteer handbook, volunteer policies and procedures, etc. are up to date and relevant to the volunteering operations
• Be the first point of contact for all volunteer supervisors for advice where concern is raised regarding volunteers, and next point of call for volunteers for issues that cannot be resolved by their designated supervisor
• To see that annual volunteering targets are met, reporting on potential issues and offering reasonable solutions that can be managed within the team
• Support the Head of Visitor Operations to develop and uphold the Volunteering Charter and establish a program of implementation and assured delivery
• Deliver volunteering open days and thank-you events 

 Operations

•  Main operations will be a mix of remote and on-site work in Leeds. Though you will be expected to support our teams at Fort Nelson and the Tower of London, including some site visits.
• Help teams and departments put in place and maintain effective and efficient supervisory arrangements for the day-to-day volunteer program delivery, and manage the standards of performance within and across volunteer operations
• Maintain an in-depth knowledge of all volunteer programs and facilities provided by the museum, maximising volunteer experience and quality.
• Be knowledgeable about sector and local volunteering opportunities. Working with the Community Engagement Officer to help support and grow our community programing.
• Work with the Audience and Brand teams to ensure that all publicity and digital materials relating to volunteering is presented to the highest possible standard and follows preferred format and brand ‘voice.’ Ensure that volunteers are trained and supported to convey and comply with brand and other core values.
• Provide a pivotal point of contact with staff and volunteers regarding volunteering and museum matters, communicating regularly and systematically to ensure smooth running of operations and information transfer
• Lead volunteer enquiries function, including through email, phone, in person, and other digital communications
• Deal with volunteer complaints in a calm, courteous manner and refer comments and complaints to senior management as appropriate and in line with policy requirements
• Organise volunteer open-days and thank you events each year, and as required
• Have arrangements in place for the induction of new volunteers and for staff working with volunteers as required
• Manage the volunteer supervisor development program including the recruitment and induction of new volunteers as required. Delivering training where appropriate and working with internal and external training providers
• Adhere to the museum’s security and safety procedures, intervening as necessary to respond to or prevent any security breaches, suspicious or anti-social behavior
• Capture, maintain and record data relating to volunteering in a business-like manner, monitoring, reporting, and responding to data trends and outcomes as necessary to improve safety, service levels and volunteer experience 

• Ensure that the museum’s safeguarding policy and associated policies and procedures are followed and regularly refreshed with relevant volunteering roles and operations. Being responsible for promoting a safe environment for young and vulnerable adult volunteers
• Ensure the museum staff room is adequately maintained, reporting issues, and updating the communication boards
• Oversee uniform and ‘staff pass’ co-ordination of the volunteers.
• To undertake any other tasks reasonably commensurate with the job role

People

Royal Armouries volunteers should know you and feel able to reach out to you, if required, though their first point of call will be their volunteer supervisor.

Volunteer Supervisors sit within each department, as required, to deliver programs and projects; their role may be part of a larger job role or shared between several team members. As Volunteer Coordinator, you will not directly line manage Volunteer Supervisors, but provide support and guidance to support their individual volunteering targets and objectives.

You will work across all departments and help create a supportive and team-like collective of volunteer supervisors, who feel part of a Royal Armouries volunteering team, in addition to their departmental teams. This team will work across all sites, though Leeds will be the central location for general operations. You are expected to:

• Provide clear objectives and expectations for volunteer supervisors and communicate these appropriately
• Support the development of teams and individuals to fully utilise their talent

Relationships

• Cultivate internal relationships that cross team boundaries and demonstrate a willingness to collaborate with all team members and work in the best interests of the Royal Armouries
• Maintain and build partnerships with relevant external contacts and museum partners

Budgets and Resources

• To hold accountability for general volunteering budgets, and shared accountability for volunteering budgets within projects and team operations
• Reduce operational costs and maximize resources whilst maintaining standards of products and services

Policies and Procedure

• Be the key contact for volunteer related policy and procedure queries
• Contribute to the process of volunteer policy development
• Comply with H&S legislation
• Adhere to organisational policies and procedures to protect people and the museum’s reputation

Personal Responsibilities

• Work flexibly to meet the needs of the volunteering program
• Work as part of a team and support colleagues
• Use initiative, good judgement and draw on experience gained, to achieve goals and objectives
• Work closely with senior visitor operations managers, referring up matters that require senior input
• Protect the reputation of the museum
• Demonstrate the museum’s values

Functional Expertise

• Be knowledgeable of general volunteering requirements and best practice and will develop specific knowledge relating to organizational requirements and operations
• Be experienced in formal and informal conflict resolution in volunteer management
• Draw appropriately on best practice and experience to achieve the delivery of team objectives and targets

Reporting Structure

This post reports to Head of Visitor Operations

Hours and Location

A full-time position working 36 hours per week, 5 days out of 7. Weekend, Bank Holiday and evening working will be required from time to time to support special events and provide operational cover.

The role will be hybrid with a mix of home and office working from our Leeds museum. The post encompasses all three Royal Armouries sites, with travel and work expected at each location when required.

Disclosure

An Enhanced Disclosure and other security checks will be requested in the event of a successful application. However, a criminal record would not necessarily be a bar to employment. Any decision made would depend upon the nature of the position and the circumstances and background of your offence.

Person Specification

Job Title:                     Volunteer Coordinator

Department:              Operations

Selection Criteria

E = Essential / D = Desirable for applicants to meet the relevant standard