At a Glance
- Tasks: Deliver exceptional customer service and engage visitors at various reception points.
- Company: Join the UK's national library, a hub of knowledge and culture.
- Benefits: Enjoy 25 days holiday, flexible working, and a Civil Service pension scheme.
- Other info: Inclusive workplace welcoming diverse candidates; great career growth opportunities.
- Why this job: Be part of a team that sparks discovery and creativity for everyone.
- Qualifications: Experience in customer service, excellent communication, and public speaking skills.
The predicted salary is between 31244 - 31244 £ per year.
Location: St Pancras
Contract: Permanent
Hours: Full time (36 hours)
Grade: C
Salary: £31,244 per annum
This is the starting salary for this role unless the successful candidate is able to evidence being in receipt of a higher salary in which case this may be reviewed.
About the role:
We have an exciting opportunity for a customer focused team player to join the Visitor Experience Team. The Visitor Experience Team is responsible for delivering the highest standard of service at a variety of different reception points throughout the visitor journey, including the information desk, exhibition galleries and reader registration. The team are responsible for all sales KPI’s around tickets and memberships and the delivery of the public and commercial tours programme. We work within the Commercial Services Department alongside Membership, Retail, Publishing, Commercial Brand Development, Catering and Events.
The successful candidate will have significant and demonstrable experience of working in a customer facing role, with excellent communication and problem solving skills, experience of direct line management and experience delivering tours or public speaking. This is a full time permanent role. Hours will be worked on a rota basis and will include Saturday, Sunday and Bank Holiday working. The post holder will work 36 hours, over 5 shifts per week between the hours of 9.00 am and 8.00 pm. Alternative working pattern applies for weekend working, approximately 2 weekend days every 4 weeks.
About us:
We are the national library of the UK and we are here for everyone. Our shelves hold over 170 million items – a living collection that gets bigger every day. Although our roots extend back centuries, we aim to collect everything published in the UK today, tomorrow and far into the future. Our trusted experts care for this collection and open it up for everyone to spark new discoveries, ideas and to help people do incredible things.
What we can offer you:
- 25 days’ holiday plus 2.5 privilege days.
- Access to a defined benefit Civil Service pension scheme.
- Flexible working arrangements, including flexi-time.
Things you need to know:
- We are unable to provide sponsorship under the UK Skilled Worker visa for this role.
- Successful candidates must undergo a criminal record check (DBS check).
- Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.
- We particularly welcome applications from Black, Asian, Mixed Race and other ethnically diverse candidates and disabled candidates. Creating an inclusive workplace is the core of our business and a way to engage the diversity of thought that is essential to achieve our aims.
Closing at 23:59 on Friday 28 August 2026.
Visitor Experience Officer employer: The British Library
The British Library is an exceptional employer, offering a dynamic work environment at its iconic St Pancras site. With a commitment to inclusivity and employee development, staff enjoy flexible working arrangements and access to a defined-benefit pension scheme, making it an ideal place for those seeking meaningful and rewarding careers in the AV sector.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Experience Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The British Library. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The British Library before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Visitor Experience Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The British Library:Your cover letter is your chance to shine! Tell us why you want to work at The British Library specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The British Library!
How to prepare for a job interview at The British Library
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
