Visitor Engagement Assistant - fixed term contract in London

• Fixed term contract: 5th October 2026 - 4th January 2027
• Hours per week: 41

Weekend working is essential to the job role.

About the role

The purpose of the role is to welcome visitors to the galleries, helping them to enjoy their experience of and make the most of the museum on their visit.

Our Visitor Engagement Assistants are passionate about delivering exceptional customer service and engage people with some of the world's most innovative and memorable art experience.

About our team

The Visitor Experience team is part of the Audiences division, which works to drive reach, revenue and reputation for the museum - growing and diversifying audiences; generating income to support the museum's work, positioning the brand, and creating inspiring and engaging experiences for everyone who visits.

We put visitors at the heart of what we do and strive to create an experience where everyone who visits can fully engage with the art, feels that the museum is a place for them , encounters inspiring and knowledgeable staff, and are further inspired to participate, join, support and donate.

What you will do

• Engage our visitors
• Provide a consistently excellent and engaging experience, ensuring visitors always have a safe and enjoyable visit and demonstrating an empathetic understanding of visitor's needs.
• Greet all visitors in an approachable, welcoming, and professional manner.
• Be present in the galleries as the public face of the museum and look for opportunities to actively engage visitors, enabling them to get the most out of their visit.
• Maintain high presentation standards in the gallery areas within which you are working, calling on cleaning support, or Duty Management when required.
• Meet and greet visitors when working in welcome posts - scanning tickets, offering direction and advice about how best to enjoy their visit.
• Support the family welcome programme through delivery and distribution of materials, activities, talks and facilitation across the galleries and learning spaces*.
• Build specialist visitor-based knowledge of the museums Collections and Displays, communicating this effectively to a diverse range of audiences.
• Upsell the benefits of the museums Membership and promote donations and audio-guides as appropriate within the gallery.
• Promote the daily events, ticketing, catering, and retail operations within the gallery when appropriate.
• Keep up to date with current exhibitions, collections information, daily events in the galleries and general tourist information.
• Support the Volunteer host and guide roles - providing expert service support when needed.
• Act as the first point of contact for visitor queries and feedback, taking appropriate action to resolve or escalat e as appropriate.
• Promote donations when appropriate, and check that donation points are working when patrolling an area.
• Keep our visitors safe
• Manage the flow of visitors across the site, working with colleagues and managers to minimise queues and ensure a safe and enjoyable experience.
• Support, implement and explain gallery rules and regulations as and when required.
• Assist in the actions taken during major incidents and emergencies.
• Assist in the clearing of the galleries at closing times and during any evacuation procedure.
• Work to the museum Health and Safety Policy, procedures, and protocols at all times.
• Pro-actively identify and report any safety and safeguarding concerns to your Line Manager.
• Report any accidents and incidents in accordance with the museums procedures and accident reporting policy.
• Complete any security and safety checks in the galleries as and when required, including weekly and periodic Art Checks.
• Provide invigilation cover across the galleries, safeguarding the collection displays from accidental or intentional damage.
• Complete routine patrols within the galleries as part of a changing daily rota.
• Look after our collection
• Be aware of display items that need special care (i. e. vulnerable exhibits, exhibits with restricted access) and communicate and share this with visitors.
• Proactively identify and report any incidents relating to artwork security and building presentation as they arise using radios for communication as necessary and following agreed procedures for their resolution.
• Carry out any other duties as directed by the Head of Visitor Experience, Senior Visitor Engagement and Operations Manager, Duty Manager or Visitor Engagement and Operations Managers.
• Complete daily Art Checks of the museums collection.
• What you will bring to the team
• Passionate about offering outstanding customer care and visitor engagement in a busy gallery environment.
• Excellent communication and interpersonal skills. Demonstrating the ability to talk to a wide range of people, engaging with them about the museums exhibitions and activities.
• Confident working in a fast-paced, busy visitor environment, dealing with rapidly changing exhibition programmes and large numbers of people.
• A strong team player with the ability to build good working relationships with team colleagues and those in other departments to ensure the best possible customer care is delivered.
• Able to work independently using own initiative showing a proactive, positive, and flexible approach to work.
• Ability to work under pressure, using own initiative to identify problems and find solutions.
• An understanding of the principles of equality and diversity in relation to visitors' needs and an inclusive and welcoming approach to all visitors.
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