Visitor Experience Supervisor in London

As the living, growing home of our national story, The National Archives is a special place to work. We’re an institution nearly 200 years old with a collection spanning 1,000 years of history. We’ve set ourselves the challenge of becoming the 21st Century national archive – a different kind of cultural and heritage institution: Inclusive, Entrepreneurial, Disruptive.

Our collection is one of the largest in the world, containing over 11 million historical government and public records. From Domesday Book to modern government papers and digital files, we hold paper and parchment, digital records and websites, photographs, posters, maps drawings and paintings. Taking an audience‑focused approach we want to give even more people the opportunity to engage with our collections, whether they visit our site at Kew or online.

The National Archives has embarked on an ambitious and exciting transformation programme to inspire the public with new ways of using and experiencing our collection. We have made a strong start with our flourishing ’What’s On’ programme offering a range of events and exhibitions. We are now poised to take things to the next level, developing our public programming strategy, building our capability, professionalising our delivery, and re‑imagining our public spaces at Kew.

We have developed our first Visitor Experience Strategy, in which you will be a key player in supporting the implementation of improvements and changes. Reporting to the Visitor Experience Manager, and working closely with colleagues across The National Archives, you will be a key member of a small but growing team, to support the daily delivery of a consistently high quality visitor experience to all TNA audiences. This role includes direct support of events and activities, which will require some working outside normal office hours. You will supervise a team of our Visitor Experience Assistants onsite, and will work with a range of stakeholders to deliver an excellent experience for our visitors.

The successful candidate will be an expert problem‑solver with skills in customer service and organisation. The standard working pattern for this role is Tuesday and Thursday until 7pm, plus one other weekday, Saturday and Sunday every week. This is a full time post. However, requests for part-time working, flexible working and job share will be considered, taking into account at all times the operational needs of the Department. This role requires on site presence and is not suitable for home working.

Application Process

Interviews will be held on‑site at The National Archives, week commencing 3rd August 2026. Candidates invited to interview will be asked to prepare a response to a scenario question, and will also take a short tour of our building. We ask all applicants to submit work history details and a personal statement of about 800 words. Selection for interview will be based on the ‘essential’ requirements as listed below so please ensure that your application demonstrates in detail how you meet these requirements.

• Evidence of successful supervision of a diverse group of staff and volunteers in a service delivery environment.
• Good organisational skills, ability to work under pressure and to competing priorities and deadlines.
• Excellent customer care/service skills, understanding the needs of diverse visitors.
• Very good written and oral communication skills and experience of engaging with a variety of stakeholders and service partners.
• The ability to operate within diverse networks to support service delivery.
• A ‘can do’ attitude to delivering high quality services, and responding to challenging situations effectively, and with an eye for detail.
• The ability to trouble‑shoot and resolve problems rapidly and effectively, working with a variety of internal and external specialists (IT, Estates, Events & Exhibitions, etc.) to deliver optimal outcomes.

Role and Responsibilities

• Supervise a small but growing team of Visitor Experience Assistants (and volunteers in future) ensuring they provide an excellent service to all our visitors.
• Support the VEx Manager to ensure the deployment of staffing and supervision throughout the week to support front‑of‑house delivery including welcome and gallery invigilation.
• Participate in the front‑line delivery of services and, in conjunction with the VEx Manager, ensuring a VEx management presence across the week.
• Act as the first point of call for any service delivery issues – the ‘duty manager’ – including managing emergency situations affecting visitors when the VEx Manager is absent.
• Co‑ordinate front‑of‑house delivery with internal partners, in particular Estates, IT Operations, Retail Team, and our catering partner.
• Support the Head of VEx and VEx Manager with regard to all public spaces outside the reading rooms, including health & safety, licensing, wayfinding, equipment provision, and general appearance.
• Act as a role model of consistency of delivery and quality, supporting Visitor Experience and Events & Exhibitions staff.
• Keep abreast of developments in visitor experience by cultural sector organisations.

Working Conditions

Normal office environment – this is an onsite role with minimal option for hybrid working. Moving items up to 10kg in weight. Normal working hours are Tuesday and Thursday 11‑7, Wednesday or Friday 9‑5, Saturday and Sunday 9‑5. Includes working evenings as required to ensure continuous management presence when the building is open to visitors or event attendees. Branded apparel provided.

Person Specification

Essential:

• Evidence of successful supervision of a diverse group of staff and volunteers in a service delivery environment.
• Good organisational skills, ability to work under pressure and to competing priorities and deadlines.
• Excellent customer care/service skills, understanding the needs of diverse visitors.
• Very good written and oral communication skills and experience of engaging with a variety of stakeholders and service partners.
• The ability to operate within diverse networks to support service delivery.
• A ‘can do’ attitude to delivering high quality services, and responding to challenging situations effectively, and with an eye for detail.
• The ability to trouble‑shoot and resolve problems rapidly and effectively, working with a variety of internal and external specialists (IT, Estates, Events & Exhibitions, etc.) to deliver optimal outcomes.

Desirable:

• Experience of visitor or service delivery management in the archive, cultural or heritage sectors.

Benefits

Generous benefits package, including pension, sports and social club facilities, onsite gym, discounted rates at our on‑site cafe and opportunities for training and development. Annual leave entitlement of 22 days per calendar year (rising to 25 after the first year, and incrementally to 30 days after six years) and 10½ days public and privilege holidays per annum.

Reasonable Adjustments

If a person with disabilities is put at a substantial disadvantage compared to a non‑disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact The National Archives as soon as possible before the closing date to discuss your needs.

Security

Successful candidates must pass a disclosure and barring security check. People working with government assets must complete basic personnel security standard checks.

Nationality Requirements

This job is broadly open to the following groups: UK nationals; nationals of the Republic of Ireland; nationals of Commonwealth countries who have the right to work in the UK; nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS); nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre‑settled status under the EUSS; individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020; Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equal opportunities.