Visitor Welcome Assistant (full time) X7 - London

Role Summary

Visitor Welcome Assistant

Visitor and Security Services

Part Time/Full Time

Permanent

Full-time work pattern: This role works on 4 days on, 2 days off working pattern across 7 days a week, 09:30 to 17:08 (Friday 09:30 – 20:40)

£26,084 per annum

Application deadline: 12:00 (Midday) on 07 March 2025

Please only apply if you are seeking part-time/full time employment.

Introduction to the Visitor Services Department at the British Museum:

Working in the Visitor Services department at the British Museum offers a unique opportunity to be part of a dedicated team that plays a vital role in delivering excellent customer service while ensuring the safety and security of both our visitors and the Museum's world-renowned Collection. As an ambassador for one of the most famous cultural institutions in the world, you’ll take pride in contributing to a welcoming and informative experience for a diverse and global audience, with approximately 6 million visitors annually.

The Visitor Services team is the public face of the British Museum, upholding the Museum’s brand and commitment to excellence. In this physically active role, you will work across the entire Grade 1 listed building, engaging proactively with visitors, answering questions, and managing the flow of visitors while being vigilant in maintaining security. You’ll also tackle challenges posed by the environment, including fluctuating temperatures in the historic Grade 1 setting working year-round throughout the Museum, including external areas. Your resilience, adaptability, and problem-solving skills will be essential as you contribute to creating a positive and secure atmosphere for all.

A full overview of the Visitor Services department at the Museum can be found here:

What are the key responsibilities of the Visitor Welcome Assistant role?

As a Visitor Welcome Assistant, you will be part of the team which looks after some of the busiest front of house services in the British Museum. Working across the site at the Information desk, Cloakroom, Ford Centre for Young Visitors, Ticket desk and Groups desk, your responsibility will be to use your customer service skills to provide an excellent welcome to all our visitors. Using your knowledge of the building, collections and the public programme, you will encourage visitors to explore the Museum and have a unique and fulfilling experience. You will assist in proactively responding to all feedback, challenging queries and complaints in a positive and constructive manner.

You will undertake all Health and Safety responsibilities as required, providing a safe environment for visitors and colleagues, including leading during evacuations.

What might a normal day look like?

You will begin with a team briefing to set you up for the day. Equipped with your uniform and resources, you will rotate through the various posts bringing a variety of different opportunities to engage with visitors. Your focus throughout the day will be to deliver consistently high standards of excellent customer service to all. You will face challenges which require you to use your problem-solving and communication skills to help meet the high expectations of visitors and the Museum. You will have breaks throughout your busy day with options to benefit from the staff canteen and kitchen areas. The Museum will equip you with essential training to enable you to succeed in the role, in addition to career development opportunities. Employee benefits extend to free attendance of out of hours exhibition views, departmental talks and tours.

What skills and experience would you bring?

The ideal candidate will be an experienced visitor service professional and have:

• Experience of working in a busy Museum or Gallery, commercial, tourism or cultural environment.
• Experience of working in a visitor services team/department.
• Knowledge and experience of using ticketing/sales/membership system and processes, with the skills to keep databases up to date and accurate.
• Experience in promoting, advocating, or upselling services or products, and upselling and cash handling.
• Ability to make decisions within procedures and knowing when to escalate issues.
• Excellent attention to detail and ability to remain vigilant over long periods.
• Experience in responding effectively to emergencies, incidents, and evacuations.
• Experience in dealing with challenging situations and visitor/customer complaints.
• Experience in delivering a high-quality visitor or customer experience to a diverse range of visitors
• Excellent written and verbal communication skills and ability to listen actively to understand visitor needs and respond appropriately.

What we offer?

We offer a competitive benefits package, including:

• Membership of the civil service pension scheme
• Generous annual leave allowance
• Free entry to a wide range of museums and exhibitions
• Interest-free season ticket loan
• Professional and personal development opportunities
• Employee Assistance Programme
• Discounts on food and gift shop purchases.

Additional information

Interview Timelines: We have multiple roles and the interviews are planned to take place in March.

Supporting personal statements within the application process must demonstrate knowledge and experience of delivering excellent customer service, cash handling experience and demonstrate knowledge of Microsoft based IT systems, including internet browsers.
Interview questions will be based around candidates’ knowledge and understanding of delivering excellent customer service in a front of house role, the application of health and safety procedures within the workplace, as well as demonstrating a good knowledge of Microsoft based IT systems including internet browsers.

Apply today for a chance to help shape the future of the Visitor Services department at the UK’s number one tourist attraction.

The Museum adheres to the HMG Baseline Personnel Security Standard (BPSS) requirements for all staff. The British Museum is committed to equal opportunities and providing employees with a work environment free from discrimination and harassment, and we encourage applicants from all backgrounds.