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- Tasks: Welcome visitors, assist with ticketing, and ensure a fantastic experience at Somerset House.
- Company: Join the vibrant team at Somerset House, a cultural hub in London.
- Benefits: Enjoy flexible hours, mental health support, and free tickets to events like SKATE.
- Other info: Shifts vary; must be available for training and interviews in August.
- Why this job: Be part of an exciting environment, meet diverse people, and make lasting memories.
- Qualifications: Customer service experience and a passion for engaging with visitors are essential.
Visitor Experience Assistant 2025-2026
Application Deadline: 19 August 2025
Department: Visitor Experience
Employment Type: Zero Hours
Location: London
Reporting To: Visitor Experience Manager/Assistant Visitor Experience Manager/SKATE Duty Manager
Compensation: £13.85 / hour
Description
Contract Type: 24.09.25 – 22.02.26 (except for Christmas Day). Fixed Term Casual Worker.
Interviews will be held on 26, 27 and 28 August – you must be available for one of these dates.
Successful applicants must also attend compulsory training sessions on:
- 24.09.25 – 11:00-17:30
- 28.10.25 – 10:30-14:30
- 05.11.24 – 16:00-22:00
Key Responsibilities
- 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.
- Sharing 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 escalate using a range of communication styles to suit our different visitors.
- Sharing 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.
- 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 escalate 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.
- 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
- 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.
- 5% employer pension contributions *as long as criteria is met.
- Enjoy spending time on the rink with 2 complimentary tickets to the iconic SKATE at Somerset House.
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Visitor Experience Assistant 2025-2026 employer: Somerset House
Contact Detail:
Somerset House Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Experience Assistant 2025-2026
✨Tip Number 1
Familiarise yourself with Somerset House and its various events. Knowing the history and current exhibitions will help you engage with visitors and answer their questions confidently.
✨Tip Number 2
Practice your customer service skills in busy environments. The role requires a calm and friendly approach, especially during peak times, so consider volunteering or working in similar roles to gain experience.
✨Tip Number 3
Be prepared for the interview by thinking of examples where you've successfully resolved visitor issues or provided exceptional service. This will demonstrate your problem-solving skills and commitment to a great visitor experience.
✨Tip Number 4
Show your enthusiasm for the role during the interview. Share your passion for cultural experiences and how you can contribute to making every visitor's experience memorable at Somerset House.
We think you need these skills to ace Visitor Experience Assistant 2025-2026
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Visitor Experience Assistant position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Personal Statement: Write a personal statement that reflects your passion for providing exceptional visitor experiences. Use specific examples from your past roles to demonstrate your customer service skills and enthusiasm for Somerset House.
Highlight Relevant Experience: Make sure to emphasise any previous experience in customer-facing roles. Detail your teamwork abilities and communication skills, as these are crucial for the role. Mention any familiarity with ticketing systems or technology relevant to the position.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application reflects your attention to detail, which is essential for the Visitor Experience Assistant role.
How to prepare for a job interview at Somerset House
✨Show Your Enthusiasm
Make sure to express your passion for visitor experience and Somerset House during the interview. Share personal stories or experiences that highlight your enthusiasm for engaging with diverse audiences.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in the past. This role requires quick thinking and effective communication, so be ready to discuss specific situations where you turned a negative experience into a positive one.
✨Know the Venue
Familiarise yourself with Somerset House's history, current exhibitions, and events. Being knowledgeable will not only impress the interviewers but also show your commitment to providing an exceptional visitor experience.
✨Practice Teamwork Scenarios
Since this role involves working closely with a team, think of examples that showcase your ability to collaborate effectively. Be prepared to discuss how you handle feedback and contribute to a positive team environment.