At a Glance
- Tasks: Welcome visitors, assist with ticketing, and ensure an exceptional experience at Somerset House.
- Company: Join the vibrant team at Somerset House, a cultural hub in London.
- Benefits: Earn £14.80/hour, enjoy flexible hours, and access mental health support.
- Other info: Dynamic role with potential for extension based on performance.
- Why this job: Be the friendly face of Somerset House and create memorable experiences for diverse visitors.
- Qualifications: Customer service experience and a passion for engaging with people.
The predicted salary is between 14.8 - 14.8 £ per hour.
We are seeking Visitor Experience Assistants to join our Visitor Experience team to support our Summer programme. This is a dynamic, front-facing role which involves being the first point of contact for visitors to Somerset House, providing a warm, friendly and inclusive welcome, giving general information and assisting with ticketing issues or other queries. The ideal candidate will have a commitment and passion for ensuring exceptional visitor experience to a diverse audience. With keen attention to detail, you’ll welcome the last visitor of the day with as much kindness and support as you did the first.
Contract Type: 08.07.26 - 06.09.26. Fixed Term Casual Worker, with the possibility of being extended indefinitely based on performance.
Working hours: Hours of work are variable to support the operational delivery of our Somerset House programme. Shifts will be rostered between the hours of 7:30-23:30. Interviews will be held on 1 July - you must be available for this day. Successful applicants must also attend compulsory training sessions on:
- 08.07.26 - 14:00-18:00
- 14.07.26 - 14:00-18:00
Key Responsibilities
- Welcome and knowledge: Be the first point of contact for all visitors at Somerset House; providing a warm and friendly welcome, giving directional information and assisting with any queries or ticketing issues.
- Selling tickets via our ticketing system (Tessitura), checking tickets on entry, managing guestlists and allocating wristbands/accreditation.
- Proactively seek out opportunities to talk to and engage with visitors, sharing your own sense of enthusiasm, passion, and fun for the events programmed with our visitors.
- Communicate with audiences with patience and generosity.
- Share your knowledge about other events, activities or exhibitions taking place at Somerset House and its history.
- Use these opportunities to upsell or provide personalised suggestions for how best the visitor might enjoy their visit.
- Problem solving both visitor and site issues that may hinder or damage a visitor’s experience, striving to resolve these issues quickly before they escape using a range of communication styles to suit our different visitors.
- Share knowledge with colleagues and teaching and supporting new members of the team on procedures, expectations, and best practice.
- Assisting visitors with access needs by supporting them with guidance around the venue/site and by having a good knowledge of our access programme and offer.
- Be confident and calm managing busy cloakrooms for events.
- Any other duties consistent with the role, as requested by the Visitor Experience Management team.
Safety and Security
- Work in conjunction with the Security Team to ensure the safety of all our visitors, including helping to maintain clear exit routes.
- Maintain an up to date and good knowledge of Somerset House’s fire, safety and evacuation procedures, facilitating evacuations in the event of an emergency.
- Give clear and confident direction to visitors in the event of an emergency.
- Assist security with the efficient management of confiscated items.
- Anticipate and resolve any safety issues before they arise or quickly escape to the Visitor Experience management team.
- Be present and alert during events to ensure the health and safety and comfort of visitors, reporting problems to the Visitor Experience management team immediately.
- Be vigilant around site, identifying potential safety and security issues and alerting the Visitor Experience management team as soon as possible.
- Be aware of visitor flow and comfortable operating queue management systems.
- Have a confident and calm approach to addressing queues and crowds as needed.
Presentation and Teamwork
- Ensure your areas of work are well maintained and well presented.
- Adhere to personal presentation guidelines as set out by the Visitor Experience management team.
- Actively participate in regular training and development.
- Respectfully and informatively communicate with colleagues.
- Share and receive constructive feedback with an open approach to change.
- Contribute to a culture of ongoing, continuous improvement.
Skills, Knowledge and Expertise
- Worked in a busy customer-facing role, with excellent customer service skills.
- Teamwork experience, having worked as part of a large team.
- Good communication skills which are utilised proactively to benefit the visitor experience.
- A commitment and passion for ensuring outstanding visitor experience to a diverse audience.
- Enthusiasm for Somerset House and our cultural programme.
- Proficiency in relevant technology – iPads, Scanners etc.
- A flexible approach to work and hours including events, weekends and bank holidays.
Benefits
- Mental Health & Wellbeing: Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed.
- Pension: 5% employer pension contributions as long as criteria is met.
Visitor Experience Assistant (Summer Season) in City of Westminster employer: Somerset House
Somerset House is an exceptional employer, offering a vibrant work culture that prioritises inclusivity and outstanding visitor experiences. As a Visitor Experience Assistant, you'll enjoy flexible working hours, competitive pay, and access to mental health support, all while being part of a passionate team dedicated to creating memorable moments for a diverse audience in the heart of London. With opportunities for personal growth and development, Somerset House is the perfect place for those seeking meaningful and rewarding employment this summer.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Assistant (Summer Season) in City of Westminster
✨Hit the Ground Running with Seasonal Hiring!
Many customer support roles, especially seasonal ones, ramp up around holidays or special events. Keep an eye out for hiring fairs or open days in your area. Local businesses often need a boost during peak times, so don’t hesitate to drop in and chat directly with the team at places like Somerset House.
✨Join Customer Support Communities
Dive into online communities focused on customer support, like forums or social media groups. This is a fantastic way to connect with others in the field, learn about unadvertised roles, and share experiences. Plus, you never know when a connection might lead to an opportunity at places like Somerset House.
✨Show Off Your Skills!
Since you're targeting a seasonal role, create a quick online portfolio showcasing your customer support skills. Whether it’s resolving customer queries, handling difficult conversations, or just general customer engagement – put it all out there! Make sure to share the link when you apply to Somerset House.
✨Be Prepared for the Busy Season
You know seasonal work can get intense, so brush up on common customer queries and best practices before interviews. When you’re prepared to talk about handling high-stress situations, it shows you’re ready to step in during the crunch periods. This is likely to impress the team at Somerset House!
We think you need these skills to ace Visitor Experience Assistant (Summer Season) in City of Westminster
Some tips for your application 🫡
Show Off Your Customer Support Skills:In your CV, make sure to highlight any previous experience you've had in customer support or related fields. This could include resolving customer issues, handling complaints, or even just being a go-to person for friends and family. Use specific examples that demonstrate your capability to help others effectively—the more relatable, the better!
Tailor Your Cover Letter with Enthusiasm:For a seasonal role at Somerset House, we want to see your excitement for both the job and the company. Use your cover letter to express why you're interested in customer support specifically and how you're eager to help customers during peak times. Mention any relevant skills or experiences that make you a perfect fit!
Flexibility is Key:Seasonal positions often require adaptability, so emphasise your willingness to work varying shifts or tackle new challenges. Let us know about your flexibility in your cover letter, as it shows you're ready to jump into action when needed and helps us understand your availability throughout the season.
Emphasise Soft Skills and Teamwork:In customer support, your soft skills are just as crucial as your experience. Highlight qualities like patience, empathy, and communication in your CV and cover letter. If you have examples of working in a team to solve problems or improve processes, shout about them—they'll show us how you can contribute to a great atmosphere at Somerset House!
How to prepare for a job interview at Somerset House
✨Showcase Your Customer Empathy
In customer support, empathy is key! Come prepared with examples from past experiences where you handled customer issues. Think of specific situations where you turned a frustrated customer into a satisfied one, because those real-life stories will show Somerset House that you've got the right attitude for their team.
✨Know the Tools of the Trade
Familiarise yourself with popular customer support tools like Zendesk or Freshdesk. If you've used any chat or ticketing systems before, be ready to discuss how you navigated them and any challenges you overcame. This will demonstrate that you're not just a people person but also tech-savvy, which is super important in this field.
✨Prepare for Role-Playing Scenarios
Expect some role-playing during your interview where you'll be asked to deal with a hypothetical customer scenario. Practise handling common issues, such as a complaint about a product or service delay. This will give you a chance to display your problem-solving skills and how you maintain professionalism under pressure.
✨Highlight Your Flexibility and Enthusiasm
As this is a seasonal position, let your passion shine! Talk about your willingness to dive into the role, your adaptability to busy periods, and how you thrive in high-pressure environments. Share why you're excited to join Somerset House during this peak time and how you can be an asset to their team.
