Customer Services Supervisor

Location: London Transport Museum, London's Transport Museum

Company: TfL, GLA or OPDC

Salary: £29,120.00–£31,300.00

Grade: Band 1

Contract type: Permanent / Full Time – working across a 7‑day rota, with 5 out of 7 days worked per week, including regular weekend shifts.

Application closing date: 17th June at 23.59

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

About us

London Transport Museum is the world’s leading museum of urban transport, welcoming over 400,000 visitors each year. We inspire people to explore the story of London and its transport system through engaging exhibitions, collections and experiences. Our Customer Services team plays a vital role in delivering exceptional visitor experiences and supporting the commercial success of the Museum.

About the role

We’re looking for a Customer Services Supervisor to support the day‑to‑day running of the Museum shop. This is a hands‑on, fast‑paced role where you’ll help lead a team to deliver outstanding service to every visitor. You’ll work closely with the Shop Manager to ensure smooth daily operations, from staffing and stock management to customer experience and problem resolution. You’ll also take on operational responsibility on the floor—making decisions in real time to ensure customers have a safe, enjoyable and memorable experience.

Role highlights:

• Support the daily running of the Museum shop and customer service operations
• Deliver and champion exceptional customer service
• Take responsibility for sales floor standards, floor operations and service delivery
• Deliver team briefings with the Shop Manager, support rota planning and staffing coordination
• Act as a Duty Cashier, resolving till issues, authorising refunds and daily cashing-up
• Working in a high‑volume customer‑focused environment
• Play a key role in supporting a successful retail operation

Working here

At LTM, you’ll be part of a passionate, collaborative team focused on delivering outstanding visitor experiences. We are committed to creating a welcoming and inclusive environment for both our visitors and colleagues, where everyone can thrive and contribute. This is a unique opportunity to be part of a cultural and heritage organisation, working in a vibrant, visitor‑focused environment. You’ll gain valuable experience across both customer service and retail operations, while developing your leadership and supervisory skills. You’ll also play a key role in delivering memorable, high‑quality experiences to every visitor who walks through our doors.

Key accountabilities:

• Supervise the smooth day‑to‑day operation of the Customer Services team
• Ensure excellent standards of customer service, shop presentation and visitor engagement
• Manage operational issues and resolve customer queries professionally and efficiently
• Support stock control, merchandising and retail operations
• Ensure compliance with health and safety, licensing and operational standards
• Motivate and support team members to deliver high performance
• Maintain strong operational and financial processes, including cash handling and reporting daily sales to the retail team

Skills, knowledge & experience (essential):

• Experience in a customer‑facing environment (e.g. retail, hospitality, visitor attractions)
• Proven ability to deliver excellent customer service in a high‑volume environment
• Strong communication and interpersonal skills
• Good organisational skills and ability to manage multiple priorities
• Experience supporting or supervising teams
• Ability to remain calm under pressure
• Basic IT skills and experience using retail or booking systems (e.g. EPOS)
• Strong understanding of customer experience principles

Application Process:

Please apply using your CV only. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV. PDF format preferred and do not include any photographs or images.

Equality, diversity and inclusion:

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantees an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs to make the process fair.

Benefits:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 29/30 days annual leave plus public and bank holidays
• TfL is committed to work‑life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme
• Tax‑efficient cycle‑to‑work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process:

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.