Visitor Experience Supervisor

The Visitor Experience Team is charged with ensuring all those who visit Parliament Buildings are welcomed and assisted positively. The role of the Visitor Experience Supervisor is to assist in leadership, operation and development of the team responsible for provision of high-quality visitor experiences and services in Parliament Buildings. The Visitor Experience Supervisor is part of the team and will be responsible for meeting and greeting all visitors to Parliament Buildings and carrying out reception duties. The Visitor Experience Supervisor provides a range of guided tours of Parliament Buildings, requiring the postholder to be mobile. The postholder is also responsible for providing operational support for events that take place in the building. This includes working with organisers, Members and internal colleagues.

The Person

The role of Visitor Experience Supervisor requires an enthusiastic, organised individual who can motivate a team and lead by example. This role would be best suited to someone who is a strong communicator with a passion for working with people. You must also be willing and keen to adopt a customer facing focus, as you engage with a wide range of people who attend Parliament Buildings for a variety of reasons. Visitor Experience Supervisor requires excellent people and communication skills, the ability to remain calm and professional under pressure, as well as good problem-solving abilities. These roles are critical in providing visitors with an excellent first impression; delivering a welcoming, informative and impartial experience to all; and upholding the Northern Ireland Assembly’s reputation and values. The successful candidate will be able to demonstrate the ability to be decisive in a fast-paced and political environment and show a strong commitment to service excellence.

Core Responsibilities

• Welcoming visitors to Parliament Buildings, providing them with information, assisting them appropriately and managing any specific access requirements.
• Assisting the Visitor Experience Manager with day-to-day management of the Visitor Experience team, deputising as required and problem-solving issues as they arise.
• Providing leadership and training to the Visitor Experience Officers, ensuring high quality service delivery and adherence to all Northern Ireland Assembly values; skills and behaviours; and policies and procedures.
• Managing the tour programme to ensure all public, private and VIP tours are covered on a daily basis.
• Managing the quality of tours and overall visitor experience, ensuring consistency, accuracy and timeliness in all tours and professionalism in all interactions.
• Overseeing reception, ensuring adequate staff cover, problem solving issues as they arise and providing reception cover when required.
• Assisting the Visitor Experience Manager to manage all events in Parliament Buildings – acting as the main point of contact for event organisers, deputising duties to the Visitor Experience Officers as required, problem solving and providing timely and accurate information to organisers and Members.
• Assisting in the collating and publishing of timely and accurate information about ‘what’s on’ in Parliament Buildings for internal and external audiences; to include digital screens, email, website, social media and other formats as required.
• Working collaboratively with other business areas to ensure reception duties and tours have adequate cover, and that all visitors to Parliament Buildings are known to reception.
• Maintaining effective relationships with key stakeholders including Members, managers, event organisers and members of the public.
• Attending meetings, minute taking and capturing actions/notes and proactively following up on actions to ensure timely delivery.
• Providing guidance and assistance to Members, their staff and other parliamentary staff on policy and procedural issues in relation to the Visitor Experience business area.
• Researching and preparing accurate and timely information.
• Effectively using Microsoft Office and bespoke internal Assembly software systems and databases.
• Checking and processing invoices for payment through electronic payment system.
• Monitoring spend against budget and reporting to line managers or budget holders.
• Managing information and records in accordance with established policies and statutory requirements including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
• Complying with all Assembly Commission’s staff policies and procedures including Equal Opportunities and Dignity at Work policies and procedures.
• Carrying out other duties that the Assembly Commission reasonably requires of you.

Applicants for the post must, by the closing date for applications, have:

• At least a primary degree, minimum 2.2 classification, in any subject. Applications will be considered from applicants with formal qualifications of an equivalent or higher standard to those stated; AND At least two years’ experience in a) – d) listed below: OR
• At least four years’ experience in each of the following:

• Proven experience of delivering excellent customer service in a public facing role, personally and through supervising a team to meet a wide range of customer needs.
• Experience of effectively leading, motivating and developing a team of staff, to include induction, training and performance management of direct reports.
• Effectively using Microsoft Office to manage information, create documents and assist in providing a quality service to stakeholders such as colleagues, managers, customers or members of the public.

Location

The successful applicant will be based in Parliament Buildings, Belfast.

Working Pattern

The successful candidate must be available and willing to work a minimum of 5 days per week within Monday to Saturday as determined by Assembly management in accordance with business need. Please note that hybrid working arrangements are not available for this position. As a Visitor Experience Supervisor, you will work 5 days per week (37 hours) within the period Monday to Saturday. Rest days will normally be a Sunday and one other day determined and allocated by Assembly management during Monday to Saturday. Your working hours will be dictated by Assembly business. This will involve work into late evenings and at weekends and on occasions, on public holidays. You will also be required to work additional hours from time to time that is reasonable and necessary by Assembly management for the efficient performance of your duties. When the Assembly is sitting you will be required to work a greater number of hours during these periods. Overtime working will be required and, where authorised, will be paid in accordance with the Assembly Commission’s Overtime Pay Policy. The taking of annual leave may be influenced by the Parliamentary timetable.

Completing the form

Only the information presented in the application form will be considered by the selection panel. CVs or other supplementary material will not be accepted in place of, or in addition to, completed application forms. Completed online forms must be submitted by 12 noon (UK time) on 13 March 2026. Application forms submitted after the closing time and date will not be accepted. Interviews are planned for week commencing 4 May 2026. Please note, due to the operational nature of this role, hybrid working and flexi-time are not available.

Further Information

The full candidate information booklet for this role can be found on the NI Assembly Recruitment website. If you require more information on the recruitment process, please contact the Assembly Recruitment Team on 02890 521741 or email us at recruitment@niassembly.gov.uk. Further information about the Assembly can be obtained on the Northern Ireland Assembly website.