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Administrative Assistant

£17,610 per annum


Contract type

Full Time

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Alnwick Castle is now recruiting for seasonal Administrative Assistants. You must be flexible, reliable, punctual and well-presented. Duties include answering all general visitor enquiries via email, telephone and our online Live Chat, using EPOS till systems, providing a warm, friendly response to all visitors, delivering correct information on all aspects of the Castle's opening, and communicating regularly with Alnwick Castle management about visitor feedback.

This role is primarily office-based, and may include additional duties on behalf of the Admissions, Sales and Marketing departments. Anyone with excellent customer service and/or IT skills would be suited to this role.

JOB TITLE: Administrative Assistant

RESPONSIBLE TO: Sales Manager and ACV Department Coordinator


To answer all general visitor and booking enquiries for Alnwick Castle using email, our website livechat function and by telephone quickly and efficiently with excellent customer service, and acquiring and developing knowledge of Alnwick Castle’s history and visitor operations.


Excellent customer service and presentation

With exemplary customer service and presentation skills, you will be the first line of enquiry for visitors and potential visitors. The quality and efficiency of your responses strongly influence the quality of their visit.

Some of the ways you can offer excellent customer service are:

1Having a strong awareness of all products, events and services offered by Alnwick Castle

2Knowledge of ticket prices and promotions, including on-site and online booking systems

3Having knowledge of daily event and opening times, as well as visitor facilities

4Dealing with visitor complaints and positive comments, passing them to line manager

5Monitoring visitor feedback on Tripadvisor and Google reviews, notifying line manager where needed

Communication and Data Entry

You must be able to work as part of a team, communicating regularly with the wider Alnwick Castle and Northumberland Estate teams to keep up to date with any developments.You will have access to the booking system and will assist the Sales Manager with booking and amending general and group visits.

You will have a strong relationship with The Alnwick Garden admissions team for all combined attraction activity.

Health and Safety – We are a Covid secure site

Alnwick Castle is committed to providing safe and healthy working conditions, equipment and practices for all staff.We are also responsible for the welfare of others, including visitors.

Adhering to the most recent Covid 19 rules.


A knowledge of, and compliance with, general procedures will be required, in relation to daily shift patterns, rostering, staffing levels, holiday patterns and similar procedures as outlined in the Castle Staff Handbook. In addition, you will be prepared to undertake any other tasks and duties reasonably required by Line Managers, Alnwick Castle Managers and Northumberland Estates. You may have the opportunity to work in other departments at the castle should there be a requirement. You must be flexible, reliable and punctual.




Training, Experience and Qualifications

-Experience of visitor care, or similar equivalent

-Experience of working as part of a team

-A good standard of numeracy and literacy

-Experience operating an EPOS till system, or similar equivalent

-Cash handling experience

-Administrative experience, whether telephone or email based

Knowledge, Skills and Abilities

-Ability to demonstrate an understanding of the principles of excellent customer care and visitor service

-General awareness of Health and Safety and security issues

-Word processing, spreadsheet, database and email management skills

-Accurate data entry skills

-General knowledge of other local amenities and attractions around Northumberland

-Skill in communicating information to a wide staff base

Interpersonal Skills

-Ability to sustain excellent face to face communication skills, for building good customer and staff relations

-Excellent and polite telephone manner and written skills

-Ability and willingness to work with a diverse range of visitors and colleagues

-Ability to work alone or as part of a team

-Neat and tidy personal appearance

-Reliability and punctuality

-Ability to work calmly under pressure

-A flexible and adaptable approach to a range of duties and tasks

-Able to handle potentially sensitive issues with discretion

-Ability to identify opportunities to up-sell additional products from across the business

-Ability to quickly and efficiently communicate with heads of department and senior management

Particular Circumstances to Consider

-Ability/availability to be rostered to work weekends and bank holidays

-Be prepared to be flexible in working hour patterns

Physical /Health Requirements(site specific)

-If appointed, you must be able to access all public areas of the site, which may include stairwells, confined spaces, heights or places with low lighting. Work may involve some heavy lifting of objects within published health and safety guidelines on manual handling.

  • Contact: Abi Egdell
  • Reference: Totaljobs
  • Job ID: 98164085

Apply now in a few quick clicks

By applying a TotalJobs account will be created for you. TotalJobs's Terms & Conditions and Privacy Policy will apply.

By applying a TotalJobs account will be created for you. TotalJobs's Terms & Conditions and Privacy Policy will apply.

Apply now in a few quick clicks

By applying a TotalJobs account will be created for you. TotalJobs's Terms & Conditions and Privacy Policy will apply.


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