At a Glance
- Tasks: Deliver excellent customer service and support membership enquiries at a world-class museum.
- Company: Join a leading science research centre with a mission to inspire care for the planet.
- Benefits: Enjoy 27.5 days holiday, pension scheme, staff discounts, and free exhibition access.
- Other info: Flexible working hours and opportunities for personal and professional development.
- Why this job: Be part of a diverse team making a real impact on visitor experiences and environmental advocacy.
- Qualifications: Customer service experience, strong communication skills, and proficiency in Microsoft Office.
The predicted salary is between 22000 - 26000 € per year.
About Us
We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website. Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things. We employ 1100 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world. Diversity and inclusion matter to us. Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment. We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.
About the role
The role involves delivering excellent customer service in person, over the phone, and via email. Responsibilities include:
- Responding to membership enquiries within set timeframes
- Handling membership requests such as sales
- Encouraging visitors to purchase memberships
- Advocating for Museum membership
- Building strong relationships with visitors and front‑of‑house teams
- Supporting front‑of‑house desks with membership‑related queries
- Maintaining consistently high customer service standards by monitoring complaints and compliments
- Dealing sympathetically with queries or concerns, escalating issues where necessary
- Inspiring interest in the natural world by maintaining strong knowledge of all aspects of membership, as well as the Museum’s public programmes, services, offers, and products
- Identifying opportunities to increase membership engagement and revenue through up‑selling and conversions
- Delivering key back‑end membership fulfilment processes using CRM and other databases
- Undertaking additional duties appropriate to the grade of the role in support of Museum members and supporters
Operationally, the role requires the use of telephones, radios, tills, Galaxy systems, and other technology needed to perform daily duties. Health and safety responsibilities are an important aspect of the position. The role requires:
- Undertaking fire, housekeeping, and health and safety duties to maintain a safe and enjoyable environment for Members and Patrons
- Remaining aware of current security concerns and working collaboratively with colleagues to respond to incidents
- Confidently evacuating Members and Patrons in emergencies
- Demonstrating detailed knowledge of emergency procedures and routes
- Identifying and reporting hazards, faults, or near misses where necessary
Flexibility is essential, including occasional work outside normal hours to meet operational demands. Staff are expected to adhere to operational standards, remain attentive to Members’ and Patrons’ needs, maintain high standards of personal presentation and uniform compliance, and work respectfully within a diverse team environment. Maintaining a clean, tidy, and professional working area at all times is also an essential responsibility.
About you
You will be a confident user of the full Microsoft Office package, particularly Word, Excel and CRM systems including Microsoft Dynamics. You must have experience of excellent Customer Service skills, preferably within the museum sector or a high‑end Members club or hotel, with the ability to discern customer needs and wants and respond accordingly. You should have:
- Ability to work under pressure in a busy team, a visitor attraction or other busy service environment, including supporting emergency situations
- Professionalism, confidence and resilience when dealing with difficult situations
- Excellent administration, organisational and time‑keeping skills, alongside the ability to prioritise effectively
- Clear and effective communication skills, both verbal and written, with the ability to adapt well to different audiences
- Knowledge and experience of confidently promoting and upselling products, offers, and experiences
- Strong attention to detail, with high accuracy and quality of output
- Knowledge of good health & safety working practices including identifying and reporting hazards, following standard operating procedures and risk assessments
Thriving at the Museum: the way we work
We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.
What we offer
- 27.5 days holiday plus 8 bank holidays (full time equivalent)
- Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%)
- Season ticket, bicycle and rental loan
- Life insurance
- Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK
- Staff discount at our Museum shops and cafes
- A wide variety of training initiatives and opportunities to build skills
- Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets
- Membership to our Sports and Social Association (for a small fee), which includes access to our in‑house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi
- Hybrid working: Due to the nature of this role the work pattern will be 100% on site
Weekend Supporter Services Assistant employer: National History Museum
As a world-class visitor attraction and leading science research centre, we pride ourselves on fostering a vibrant work culture that champions diversity and inclusion. Our commitment to employee growth is reflected in our extensive training initiatives and generous benefits, including 27.5 days of holiday, a robust pension scheme, and opportunities for personal development, all set against the backdrop of London's rich cultural landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Weekend Supporter Services Assistant
✨Tip Number 1
Get to know the Museum inside out! Familiarise yourself with its collections, services, and current exhibitions. This way, when you chat with potential employers or during interviews, you can show off your passion and knowledge about the place.
✨Tip Number 2
Network like a pro! Attend events, workshops, or even casual meet-ups related to the Museum or the wider sector. Building connections can lead to opportunities that aren’t always advertised, so don’t be shy about reaching out to people in the industry.
✨Tip Number 3
Practice your customer service skills! Since the role is all about delivering excellent service, think of scenarios where you might need to handle tricky situations. Role-playing with friends or family can help you feel more confident when it comes to real-life interactions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll find all the latest roles and updates there, so keep checking back for new opportunities to join our amazing team.
We think you need these skills to ace Weekend Supporter Services Assistant
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role and the Museum shine through. We want to see that you care about customer service and the natural world, so share any relevant experiences or interests that highlight this.
Tailor Your CV:Make sure your CV is tailored to the job description. Highlight your experience in customer service, especially in busy environments, and any skills with CRM systems. We love seeing how your background aligns with what we’re looking for!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at the Museum!
How to prepare for a job interview at National History Museum
✨Know Your Stuff
Make sure you have a solid understanding of the Museum's mission and values. Familiarise yourself with their collections and public programmes, as well as the importance of diversity and inclusion in their workplace. This will show that you're genuinely interested in the role and the organisation.
✨Customer Service is Key
Prepare examples from your past experiences where you've delivered excellent customer service. Think about how you handled difficult situations or complaints, and be ready to discuss how you can apply those skills in this role. Remember, they want someone who can inspire interest in the natural world!
✨Show Your Flexibility
This role requires flexibility, so be prepared to discuss your availability and willingness to work outside normal hours. Share any previous experiences where you've adapted to changing circumstances or worked under pressure, as this will demonstrate your resilience and professionalism.
✨Practice Your Communication Skills
Since you'll be interacting with a diverse range of visitors, practice clear and effective communication. Be ready to showcase your verbal and written skills during the interview. You might even want to prepare a few questions to ask them, showing that you're engaged and eager to learn more about the role.
