Retail and Admissions Assistant- Part Time FTC (15-25 hours per week)

IWM is one of the world’s leading authorities on conflict and its impact on people’s lives. At IWM London, we welcome around 1 million visitors each year, offering powerful personal stories, thought‑provoking displays and an unforgettable experience. Our teams are friendly, supportive and passionate about great service. If you enjoy engaging with people, working in a lively public‑facing environment and representing an organisation with a meaningful purpose, you’ll feel at home here.

Why This Role Matters

Retail & Admissions Assistants are the welcoming face of the museum. You’ll help visitors start their journey, support them in our shops, answer questions and make sure every person who comes through our doors feels informed, supported and valued. You’ll also play an important role in generating income through guidebook sales, ticketing options, product recommendations and excellent customer service. Your work directly contributes to funding our exhibitions, activities and educational programmes.

What You’ll Be Doing

• Providing a warm welcome to every visitor and delivering excellent customer service throughout their visit.
• Helping visitors at the entrance, information desk and across our three permanent museum shops.
• Proactively selling guidebooks, tickets, membership and related offers, including to large outdoor queues during busy periods.
• Using the admissions tills accurately, recording visitor data and processing payments with care and attention to detail.
• Achieving retail targets through positive engagement, product knowledge and confident sales skills.
• Keeping all retail and admissions areas clean, well‑stocked and well‑presented, creating an inviting shopping environment.
• Supporting stock management, including pricing, processing deliveries, stockroom organisation and EPOS accuracy.
• Handling enquiries and occasional complaints professionally, calling on the management team where appropriate.
• Working flexibly across the rota, including weekends and bank holidays, and providing cover in other London retail branches when needed.

What We’re Looking For

No museum experience is necessary! We’re looking for staff who are engaged and enthusiastic and love to talk to our visitors (up to 1 million of them a year). Assistants at IWM London are the first to greet visitors to the museum and sell guidebooks at our main entrance, they help serve customers to our 3 gift shops across the museum, answer queries at our information desk and help guide our visitors through their journey around the museum. We have several vacancies of various contract sizes from 15‑30 hours. Working days are 5 hours long and some weekend working will be required.

• Experience engaging with customers and delivering great service.
• Confidence approaching visitors and selling products in a busy environment.
• A friendly, positive approach and the ability to communicate clearly with a wide range of people.
• Strong attention to detail and confidence using tills or processing transactions.
• The ability to stay calm under pressure and work effectively as part of a team.
• A willingness to learn, adapt and contribute to a supportive, inclusive working culture.

How You’ll Work

You’ll join a welcoming team of Retail & Admissions colleagues and work closely with managers, visitor services staff and retail teams across the building. Every day brings new conversations and new visitors, and you’ll play an important part in ensuring their experience is positive from start to finish.

What Success Looks Like (First 6–12 Months)

• Confidently greeting visitors and providing helpful information across multiple touchpoints.
• Achieving consistently strong customer feedback and supporting smooth visitor flow.
• Meeting or exceeding sales targets for guidebooks, tickets and shop products.
• Demonstrating accuracy in till use, cash handling and EPOS processes.
• Maintaining high standards of presentation and stock management in all retail areas.
• Building strong working relationships across the Retail & Admissions team.