Retail and Admissions Supervisor

IWM London has 4 permanent galleries, 2 permanent displays and hosts several special exhibitions throughout the year. The branch does not charge an admission entry fee. In 2025, IWM Retail and Admissions welcomed over 2 million visitors. IWM London is the busiest of the 5 branches with over 750,000 people coming through our doors every year. We are often the first and last members of staff visitors interact with at touchpoints including the guidebook pod, information desk and shops.

The key admission roles are focused on welcome, orientation and income generation. IWM London’s retail operation is based around three permanent shops, but we also regularly run pop-up shops for our special exhibitions, support events and host author signings. The aim is to maximise sales and drive excellent customer service. In addition, we work closely with the other teams and departments to provide a seamless visitor experience. This includes selling memberships, reconciling donations, maintaining maps and marketing resources, supporting family activities and helping visitors with research queries.

Key duties

• You will be expected to work independently as well as across different teams to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.
• You will help lead the team to deliver excellent customer service and operational efficiency while being professional, courteous, and representing the IWM brand.
• You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.
• You will identify and implement learning and development needs for both you and your team.

In Addition, You Will

• Positively engage with every visitor to the museum, at any and every point of their visit, consistently delivering the highest standards of customer service and leading the team by example.
• Take responsibility for driving retail sales and achieving KPIs through proactive, positive interactions with our customers, excellent product knowledge and upselling and coaching the team to do the same.
• Develop a strong knowledge of IWM, its collection and the local area to promote a culture of continuous learning in the team.
• Assist with creating daily staffing rotas to ensure that staffing levels reflect the needs of the business.
• Process deliveries and accurately manage stock levels.
• Assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance to ensure expectations are met.
• Feedback regularly to staff on their performance through regular one to ones.
• Assist with the training and induction of all new staff.
• Respond to customer enquiries and deal with complaints in a calm, professional manner.
• Adhere to IWM’s financial and cash handling procedures, always showing exceptional attention to detail.
• Maintain Retail and Admissions spaces, ensuring they are kept clean and merchandised to the highest standards.
• Be fully aware of all IWM and Retail and Admissions policies and procedures and keep up to date with any changes.
• Take responsibility for these policies and procedures, ensuring they are met by you and by the rest of the team.
• Be responsible for the health, safety and welfare of staff and customers, ensuring compliance with all legislation and IWM policy.
• Work on a flexible rota pattern which includes regular weekend and bank holiday work, and some early morning and evening working where required.
• Act as Retail and Admissions duty manager in the absence of the Retail and Admissions Manager and Deputy Manager.
• Work in the other London branches to provide cover for staff shortages as and when required.
• Undertake any other related duties when required by the Retail and Admissions management team.