Information Desk Manager

Description

The Gallery wishes to recruit an Information Desk Manager to join the Audience Development & Stakeholder Engagement Division on a permanent basis. The successful candidate will lead the Information Desk team of the Gallery, which includes the management of approximately 180 volunteers, coordinating visitor information services, ensuring smooth daily operations, and supporting the delivery of the Gallery’s Audience Strategy. They will develop and oversee the implementation of Information Desk and Volunteer Plans that align with our strategic plan.

Reporting to the Head of Audience Development and Stakeholder Engagement or nominated deputy, the Information Desk Manager will:

• Support the Director of the Gallery and Head of Audience Development & Stakeholder Engagement on a range of strategic priorities.
• Manage the Information Desk team who recruit, train, schedule, support, and oversee approximately 180 volunteers. Supporting inclusive volunteer recruitment, induction, and engagement, ensuring accessibility and alignment with the Gallery’s EDI principles.
• Ensure high standards of customer service across teams that welcome over 1 million on site visitors 361 days per year, fostering a positive, inclusive, professional and welcoming team culture
• Work closely with the relevant teams to ensure that operational, security, exhibition, collection, communications, and events updates are communicated to the visitor experience team and volunteers in real time.
• Work with the HR Department to ensure the delivery of best-practice Volunteer Management across the Gallery.
• Work with the Front of House Manager to strategically develop the customer service standards and the visitor satisfaction levels of the Gallery, including visitor engagement with our buildings, programmes and platforms
• Work with the Education Department to ensure the smooth arrival and welcome of groups and school visits on a daily basis.
• Collaborate with the EDI Manager to promote mutual respect, cultural awareness, and a sense of belonging among volunteers.
• Recognise, support, and celebrate the contribution of the Gallery’s 180 volunteers, who are essential to the Gallery’s reputation and visitor experience.
• Collaborate with the Collections & Research and Audience Development & Stakeholder Engagement Divisions to ensure the accurate development and implementation of floor plans, maps, donation boxes, and tap-donate devices, maximising the Gallery’s donated revenue.
• Develop and implement related budgets and procurement processes in line with operational needs.
• Support the Head of Communications and the Front of House Manager in delivering the Gallery’s Audience Strategy.
• Coordinate Volunteer research surveys and support colleagues in undertaking audience research and reviewing visitor data.
• Perform other duties as determined by the Director and Head of Audience Development & Stakeholder Engagement

The successful candidate will have:

• A third-level qualification in a related discipline (e.g., Arts Management, Tourism, Business, Museum or Heritage Studies).
• A minimum of three years’ experience in Information Desk Management or Volunteer Management in the arts, heritage, charity or tourism sectors.
• Proven experience in leading, motivating, and managing a team effectively.
• Experience in volunteer management, including inclusive recruitment, training, support, and recognition of volunteers.
• Awareness of the varied motivations and access needs of volunteers
• The ability to handle challenging situations with professionalism, sound judgment, and diplomacy.
• A track record in developing and implementing rosters and work schedules to meet operational needs.
• Knowledge of related Volunteer Management software and other systems including ShopperTrak, TicketSolve, Eventbrite, Culture Counts, EPOS systems and websites.
• Proven track record in budget management and procurement oversight to ensure efficient operations.
• Exceptional interpersonal and communication skills, with a professional, courteous, and engaging manner with staff and visitors.
• Strong organisational, planning, and problem-solving skills, with attention to detail, cultural sensitivity and the ability to meet deadlines under pressure.
• Flexibility and adaptability, with a proactive approach to changing priorities and operational challenges.
• The ability to foster a positive, constructive team culture, recognising and valuing contributions within legal and charity guidelines.
• Skill in building and maintaining strong relationships with internal and external stakeholders.
• Energy, enthusiasm, and a commitment to delivering an outstanding visitor experience, with awareness of Gallery-wide activities.
• Familiarity with the Irish language, including basic reading comprehension and speaking ability is an advantage

Conditions of employment

This job description is a guide to broad areas of responsibility and accountability and should not be regarded as a comprehensive listing. This may be subject to review in view of new structures and/or the changing needs of the Gallery. All employees are required to be compliant with NGI screening and Garda Vetting procedures. The post will be subject to a satisfactory medical check and successful completion of a successful probationary period. Applicants must be fluent in English and be eligible to work in Ireland.

Citizenship Requirements

Eligible candidates must be:

1. A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein, and Norway; or

2. A citizen of the United Kingdom (UK); or

3. A citizen of Switzerland, pursuant to the agreement between the EU and Switzerland on the free movement of persons; or

4. A non-EEA citizen who has a Stamp 4 permission or a Stamp 5 permission.

Please note: A 50 TEU permission, which serves as a replacement for Stamp 4EUFAM after Brexit, is considered equivalent to Stamp 4.

To qualify candidates must be eligible by the date of any job offer.

Job Details and Application Information

Grade and Salary:

The salary for this position will be in accordance with the Higher Executive Officer (PPC) pay scale, as per the 1 August 2025 pay adjustments. The salary scale for this position is as follows:

€58,847 €60,567 €62,285 €64,000 €65,723 €67,437 €69,157 €71,637¹ €74,112²

• The starting salary will be at the first point on the scale, €58,847 per annum, or on a higher point of the scale, as appropriate to the successful candidate, if appointed from an existing public sector role (in accordance with Circular 08/2019).

• Candidates should note the National Gallery of Ireland complies with Department of Public Expenditure and Reform regulations and guidelines on Public Service pay and conditions of employment.

Annual Leave:The successful candidate will be entitled to 29 days of annual leave pro rata

Superannuation:The successful candidate will be placed on the public sector pension scheme.

Benefits:The Gallery provides staff the opportunity to participate in the tax saver and cycle to work schemes.

Duration: Permanent

Working hours: Full time, 5 days over 7 days per week – 35 hours per week (net of breaks). Please note, flexibility is required and the successful candidate will be required to work occasional early mornings, late evenings and weekends.

Any personal data that you provide when applying for this position shall be processed in accordance with our Privacy Notice.

How to apply: To apply for this position, please provide the following documents (in PDF Format):

• A CV, which should be no more than two pages

• A cover letter, which should be no more than two pages

Panel:

Candidates should note that at the end of the candidate assessment process a panel of successful candidates may be formed based on order of merit, from which future positions may be filled.

Closing date for receipt of applications: 27 October 2025

Interviews will be scheduled in November.

At the National Gallery of Ireland, we value equity, diversity and inclusion. We recognise the benefits it can bring to our staff and our visitors interactions. We celebrate difference and want our people to be representative of all communities. If you require reasonable accommodation for any part of the application process, please do not hesitate to let us know.

The National Gallery of Ireland is an equal opportunities employer