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 commitment to diversity and inclusion.
- Benefits: Enjoy generous holiday, pension scheme, staff discounts, and training opportunities.
- Other info: Flexible hours and a dynamic environment await you!
- Why this job: Be part of a team that inspires interest in the natural world and engages with visitors.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 24000 - 30000 € 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 1,100 staff in a variety of roles, all united by our vision of a future where people and the planet thrive. 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 and encouraging visitors to purchase memberships.
- Advocating for Museum membership, building strong relationships with visitors and front‑of‑house teams, and supporting front‑of‑house desks with membership‑related queries.
- Maintaining consistently high customer service standards by monitoring complaints and compliments and 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, including Gift Aid, Direct Debit conversion, and upgrades to higher membership or patronage packages.
- Administering key back‑end membership fulfilment processes using CRM and other databases.
- Supporting the Museum and its members with health and safety duties, including fire, housekeeping and health and safety procedures, and responding to incidents and emergencies.
- Operating telephones, radios, tills, Galaxy systems and other technology required to perform daily duties.
Flexibility is essential, with 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
- Confident user of the full Microsoft Office package, particularly Word, Excel and CRM systems including Microsoft Dynamics.
- Experience of excellent customer service skills, preferably within the museum sector or a high‑end members club or hotel.
- Ability to discern customer needs and wants and respond accordingly.
- 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, with the ability to prioritise effectively.
- Clear and effective communicator, verbal and written, able to adapt 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.
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.
- Wide variety of training initiatives and opportunities to build skills.
- Affordable membership to the Civil Service Sports Council, offering a range of benefits including extensive special offers and reduced entry fees at cinema chains, theme parks, theatres, retailers and supermarkets; includes entry to up to 300 English Heritage sites and other national treasures.
- Membership to our Sports and Social Association (for a small fee) including 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: Natural History Museum
As a world-class visitor attraction and leading science research centre, we pride ourselves on fostering a diverse and inclusive work environment where every employee feels valued and respected. Our commitment to employee growth is reflected in our wide variety of training initiatives and opportunities, alongside generous benefits such as 27.5 days of holiday, a robust pension scheme, and access to numerous cultural experiences across London. Join us in inspiring curiosity about the natural world while enjoying a supportive and dynamic workplace that prioritises both personal and professional development.
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 membership options. This way, when you chat with potential employers or during interviews, you can show off your passion and knowledge about what makes the Museum special.
✨Tip Number 2
Practice your customer service skills! Role-play different scenarios with friends or family where you handle queries or complaints. This will help you feel more confident and prepared for those tricky questions during interviews.
✨Tip Number 3
Network like a pro! Attend events or workshops related to the museum sector. Connect with people on LinkedIn who work at the Museum or in similar roles. You never know who might have the inside scoop on job openings!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Weekend Supporter Services Assistant
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us know why you love delivering excellent customer service. Share any experiences where you've gone above and beyond to help someone, especially in a busy environment like a museum or visitor attraction.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role. Mention specific examples of how you've handled membership queries or promoted products in previous roles to show us you're the right fit.
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Use bullet points if necessary to make it easy for us to see your key achievements and skills at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised!
How to prepare for a job interview at Natural History Museum
✨Know Your Stuff
Familiarise yourself with the Museum's collections and current exhibitions. Being able to discuss specific objects or programmes will show your genuine interest and help you connect with the interviewers.
✨Customer Service is Key
Prepare examples of how you've delivered excellent customer service in the past. Think about situations where you went above and beyond, especially in busy environments, as this role requires handling membership queries under pressure.
✨Showcase Your Communication Skills
Practice articulating your thoughts clearly and confidently. Since you'll be dealing with a diverse range of visitors, demonstrating your ability to adapt your communication style to different audiences will be crucial.
✨Emphasise Teamwork and Flexibility
Be ready to discuss your experience working in teams and how you handle flexible working hours. Highlight any instances where you've supported colleagues or adapted to changing situations, as this role demands collaboration and adaptability.
