Visitor Experience Assistant in London

Visitor Experience Assistants are essential to ensuring that we deliver an enriching, meaningful and inclusive experience for all our visitors. The ideal candidate will have an enthusiasm for engaging with members of the public and for providing exceptional visitor care with a positive attitude. Visitor Experience Assistants are responsible for encouraging visitors to deepen their engagement with our Collection through meaningful interactions. Ensuring the safety and wellbeing of visitors and the Collection is also central to the role, alongside championing a culture of inclusion and accessibility. This role is also responsible for selling exhibition tickets, pro-actively promoting and selling Membership to the Gallery, encouraging visitors to support the Gallery through Gift Aid and donations and utilising effective upselling skills.

Key Accountabilities:

• Provide a warm welcome to visitors, assist with wayfinding, offer advice and support, assist with interpretation and general information, and respond to visitor needs as appropriate.
• Facilitate the sale of exhibition tickets, event tickets and Membership at the ticket desk.
• Encourage visitors to consider membership upgrades and promote general donations and Gift Aid with every transaction.
• Process all transactions accurately, efficiently and in compliance with General Data Protection Regulations (GDPR).
• Scan tickets at exhibition entrances and operate the cloakroom ensuring accuracy and efficiency are maintained.
• Invigilate the galleries and maintain the safety and security of visitors, staff and the Collection.
• Assist with visitor flow into the building and throughout the galleries, providing queue and capacity management.
• Take an active role during emergency incidents, assisting with the evacuation of the building in accordance with the Gallery’s procedures.
• Respond to visitor feedback and complaints, using own initiative to resolve issues or elevate where appropriate.
• Work creatively and collaboratively with colleagues in the Visitor Experience team to continuously improve the front of house operation and visitor experience.
• Monitor all public spaces ensuring they are maintained to the highest standard of presentation, reporting any issues through the appropriate channels and resolving in a timely manner.

The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role.

Key Experience, Skills and Criteria:

• Excellent organisational skills and attention to detail with the ability to prioritise.
• A creative thinker who is willing to experiment with new approaches.
• Excellent communication and interpersonal skills.
• Strong sales skills, motivated and target focused.
• A confident public speaker with the ability to deliver complex information in an engaging manner.
• A calm and confident approach in dealing with emergency situations.
• An ability to handle customer complaints with ease and authority.
• A strong team player who is flexible and works collaboratively.

The post is subject to a Basic Disclosure and Barring Service (DBS) check.

We offer a competitive benefits package, including:

• 29 days annual leave allowance, in addition to bank holidays.
• Interest free season ticket and bicycle loans.
• Employee assistance programme.
• Free entry to many UK museums, galleries and exhibitions.
• Staff discounts on purchases in online shop.
• Professional & personal development opportunities.

Closing date for returned applications is 9:00am on 7th August 2026. First round interviews will take place on the week of 10th August 2026 in person.

The Gallery was founded in 1856 with the aim of collecting portraits of ‘the most eminent persons in British history’. The original Trustees agreed ‘to look at the celebrity of the person represented rather than the merit of the artist’ but also took the view that achievement would sometimes be tempered by human fallibility accepting that ‘great faults and errors’ should not exclude individuals from inclusion. The role remains the same today - telling the story of the nation through the people who shape it - although we have broadened our understanding of achievement to reflect the diversity and dynamism of contemporary culture.