Visitor Experience Coordinator

Contract Type: Permanent

Hours: Part-time – 21.5 hours per week - Monday and Tuesday, 0830 to 1630, Sunday 0915 to 1615

Salary: £14.80 per hour, £16,546.40 per annum

Location: Guards Museum, London SW1 (on-site)

Reporting to: Visitor Experience & Commercial Manager

Pension: NEST pension with 8% employer contributions

The role will involve working regular weekends and bank holidays and may require occasional early mornings and late evenings to support event activity. There is an element of working outside in all seasons, moderate physical activity and manual handling. You will be required to undergo a basic DBS check, provide two references, and confirm your right to work in the UK before commencing employment.

Role Summary

We are seeking a Visitor Experience Coordinator to join our small, dynamic team, with responsibility for our volunteer team, welcoming visitors, and selling tickets and merchandise. In this role you will have the opportunity to learn all about the Museum and the Guards in order to welcome and engage visitors, as well as utilising your sales skills to promote commercial products. You will work alongside our Visitor Experience Coordinator (Tours & Retail). The ideal candidate will thrive in a customer-facing role, enjoy meeting new people, and work effectively as part of a small team. You will be motivated by providing a high level of customer service and visitor engagement to a diverse audience, including tourists, families and enthusiasts. The post holder will have specific responsibility for recruiting and training volunteers, and managing the volunteer rota and expenses. You’ll understand the importance of leading by example, and will model agreed front of house standards, behaviours and language, ensuring consistency across our team of volunteers. You will ensure visitors are warmly welcomed, have an excellent experience at the Museum and leave inspired by the Guards’ Story, and contribute to the delivery of commercial income targets.

Responsibilities

• Visitor Experience

• As part of our external welcome, engage with passersby and potential visitors outside the museum, sharing information about admissions, the shop, and experiences, and driving footfall to the museum.
• Ensure a warm, friendly, and consistent visitor welcome is provided at the admissions desk by staff and volunteers.
• Accurately and efficiently redeem and process visitor admissions and retail sales, including on site and online.
• Engage visitors with free programme activities and upsell paid Museum experiences, including uniform photo opportunity, tours and merchandise.
• Deliver the Museum’s Uniform Try-on Experience, ensuring a consistent standard across the team.
• Ensure the team is focused on key performance indicators, and how they can influence them.
• Recruit and train volunteers, following our recruitment process – including interview, selection and orientation.
• Investigate, develop and deliver a variety of volunteer recruitment methods to ensure an appropriately sized pool of committed volunteers.
• Lead on the training of volunteers, designing training and appropriate materials (including in-person, video, online and written) and ensuring consistent rollout.
• Review and develop volunteer roles to ensure each role supports the museum's strategy.
• Supervise Front of House volunteers, ensuring they are fully trained in their duties, standards are understood and consistently met, and all Museum policies and procedures are adhered to.
• Manage volunteer administration, including applications, joining paperwork, expenses and the monthly schedule.

• Museum Operations

• Carry out Museum opening and closing procedures; deal with any emergency situations and ensure Museum security in accordance with procedures, with responsibility for the daily Museum operation at weekends.
• Assist with delivery of visitor programme activities, events, and tours.
• Support set-up, take down and delivery of events, including preparing and serving refreshments.
• Ensure regular housekeeping tasks are carried out to a satisfactory standard.
• Maintain visitor experience reporting.

Person Specification

• Excellent communication skills, with the confidence to interact with a diverse audience.
• A passion for working with the public, with excellent customer service and sales skills, ideally gained in a visitor‑facing role.
• Able to work confidently on own initiative, as well as a willingness to ‘pitch in’ and support a small team with a variety of tasks.
• An interest in British history, to provide context to specific training provided.
• Accuracy and attention to detail.
• Experience working with volunteers.
• Experience gained in a museum or similar visitor‑facing environment.
• Experience working with electronic point of sale.