We are looking for friendly, passionate, and enthusiastic team players to join our Visitor Experience team. The team provide a proactive welcome, excellent customer service and engage with audiences of all ages and backgrounds.
Visitor Experience Assistants work in all visitor-facing spaces around the museum, including the exhibition galleries, managing entrances, monitoring behaviour, and engaging with exhibition visitors; selling tickets and membership; helping to host museum events and facilitating engagement activity in the galleries or learning spaces.
We are a diverse team and previous experience working in a museum environment is not essential. The most important qualities you must demonstrate are confidence and experience in a public-facing role, alongside a passion for providing the best possible levels of service to all visitors.
We are seeking to recruit individuals for the permanent roles that are available to work weekends, and, for the casuals, that have good availability to work predominately on evenings and weekends.
· Proactively welcome visitors to the museum in a friendly and open way.
· Observe the standards of service and presentation set out in the Visitor Experience handbook, training, and induction material.
· Using own knowledge and training, provide excellent levels of engagement to all visitors and museum guests in the galleries, foyer spaces, events and learning spaces and any publicly accessible parts of the museum.
· Possess good knowledge of ticketing, membership and retail offers, and be confident in selling exhibition tickets, asking for donations and gift aid, upselling membership, as well as retail and exhibition products to visitors.
· Undertake accurate ticket checking at exhibition entrances using mobile scanning devices.
· Proactively assist with the management of crowded areas and queues and communicate effectively with large numbers of people.
· Monitor any operational, safety or security issues that impact the public spaces of the museum, responding positively to these issues with visitors and report to the Visitor Experience management team.
· Be able to confidently undertake required duties as part of the museum’s emergencies procedures.
· Opportunity to become a tour guide and provide in-depth levels of engagement with visitors.
· Undertake reasonable additional administration duties to support the Visitor Experience service including updating membership accounts, facilitating group bookings, and responding to general visitor enquiries received by phone and email.
· Work with volunteers to provide an engaging visitor experience and support them to ensure their full integration into the Visitor Experience team.
· Excellent customer service in a public-facing environment
· An effective team player who can demonstrate initiative and support others in a busy environment
· Experience of using software on mobile devices or other forms of computer hardware in a work environment
Desirable experience or willingness to be trained
· Experience of working with ticketing systems
· Working in retail sales roles
· Supporting the management of Health and Safety, security, accessibility, and licencing procedures
· First Aid trained and experience of undertaking duty First Aider role
Skills and attributes
· Have a confident, friendly and problem-solving attitude, especially in front of large groups of people and in high-pressure situations
· Positive and collaborative team player, able to support, respect and encourage colleagues to provide the best experience for all audiences
· Understanding of how principles of diversity and accessibility applies to a public-facing organisation
· Ability to communicate confidently and accurately in English through various methods including person-to-person, in a team, in writing and by email and telephone
· Second or further languages are very desirable
· Passion for exceeding visitor expectations, willingness to go beyond core duties to ensure an excellent experience and achieve this culture in others
· Ability to pay attention to detail and always provide a consistent level of service
· Willingness to learn about the importance of design in the world around us and be able to support research and training sessions on design knowledge and exhibition content.
Terms + conditions
Salary: £20,510 per annum/£9.86 per hour with effect from 1 July 2021
Full-time: 37.5 hours/5 days per week, on a rota basis, including weekends, evenings, and bank holidays. The standard working day is 9.30am - 6.00pm which includes a daily 1-hour break (30 minutes paid and 30 minutes unpaid).
Employees are entitled to 25 days holiday, rising to 26 days after two years’ service and 27 days after five years’ service, plus 8 days Bank Holiday and Christmas Eve (museum closed), pro-rata for part-time employees. Other benefits include access to a defined contribution pension scheme, an employee assistance programme, season ticket loan, cycle to work scheme, free entry for friends and family to the museum, a variety of staff discounts including the museum shop and free entry to a wide number of galleries and museums in London.
Pay rate: £9.86 per hour + £1.19 per hour holiday pay
Hours: variable week to week. We are particularly seeking staff for weekends and evening openings.
The casual arrangement operates in the following way: the museum will contact you to notify you of potential opportunities to work. However, there is no obligation on the museum to offer work to you, and no obligation on you to accept such work as may be offered.
The museum offers casual staff:
· Free access to the museum exhibitions
· Discounts at the museum
· Free tickets, when available, to museum events/talks
· Advice about next steps (where possible) and references