At a Glance
- Tasks: Safeguard historical records while providing top-notch visitor support and security.
- Company: Join The National Archives, a leading institution with a rich history.
- Benefits: Enjoy a competitive salary, civil service pension, gym access, and discounts.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Be part of a team that protects history and enhances visitor experiences.
- Qualifications: Customer service experience and willingness to obtain a security qualification.
The predicted salary is between 27600 - 27600 £ per year.
The National Archives is a premier institution with a collection spanning 1,000 years of history. We aim to become a 21st Century national archive: Inclusive, Entrepreneurial, Disruptive. This role supports frontline customer service and security within a reader environment.
Salary: £27,600 per annum
Contract type: Permanent
Band: B / AO
Closing date: Wednesday 22nd July 2026 at midnight
About the Role
Join our Front of House team as a Reader Invigilation Officer. You will safeguard the nation’s records while providing an exceptional visitor experience. The role suits someone who is calm under pressure, enjoys working with people, and can work as part of a collaborative team. You may already hold a security qualification or work towards one.
Your responsibilities include:
- Acting as a custodian of the collection, supporting visitors and readers, and upholding reading room rules.
- Manage access points to the Document Reading Room and the Map and Large Document Reading Room.
- Monitor CCTV systems and conduct security patrols.
- Ensure reading room rules are observed and documents are handled appropriately.
- Provide guidance and support to visitors and readers.
- Represent The National Archives with a welcoming and professional service.
Working Pattern
This is a fully site-based role at our Kew site with no home-working option. Working pattern is Tuesday to Saturday with the following hours:
- Wednesday, Friday and Saturday: 08:50–17:02
- Tuesday and Thursday: 10:50–19:02
Why Join Us?
Location: Kew, near Overground and Underground stations. We offer a comprehensive benefits package including civil service pension, discounts, wellbeing support, on-site gym, and more.
- Civil Service pension scheme
- Discounts with local businesses and services
- On-site wellbeing support and therapies
- On-site gym facilities
- Restaurant, shop and staff bar
Application Process
Interviews will take place on-site in August 2026. Formal panel interview and informal peer panel with Front of House team.
Role and Responsibilities
Main duties include managing entrance points, monitoring CCTV, and invigilating to ensure security of Reading Rooms. You will interact with the public, advise on handling rare records, and enforce rules.
- Manage entrance points for Document Reading Room and Map and Large Document Reading Room.
- Monitor CCTV and undertake security patrols.
- Invigilate to safeguard documents and manage visitor expectations.
- Provide guidance to visitors and staff with a customer-focused approach.
- Record incidents in the invigilation log daily.
- Be physically fit to undertake patrols up to 2km daily.
- Produce comprehensive incident reports when required.
- Assist in emergency procedures, evacuations, and building security.
Person Specification
Essential criteria:
- Willingness to undertake a recognised security qualification; SIA CCTV Operator.
- Previous experience in a customer-facing role.
- Excellent face-to-face communication, including influencing and negotiating.
- Ability to remain calm under pressure.
- Ability to work in a team and independently.
- Basic IT skills and knowledge of MS Office; familiarity with electronic security systems.
- Physical fitness with good eyesight; corrected vision acceptable.
Desirable criteria:
- Previous invigilation experience in a Museum or Gallery.
- Security best practice knowledge and related legislation.
- First Aid qualification.
Other Requirements
On-site presence required. The Civil Service is committed to diversity and equal opportunities. The role may involve working with distressed materials and lone patrols.
Benefits
Generous benefits package including pension, gym, staff facilities, and development opportunities. Annual leave: 22 days rising to 30 days with service, plus public/privilege holidays. Transfers from other employers may affect childcare vouchers eligibility.
Contact
For accessibility needs or adjustments during the application process, contact careers@nationalarchives.gov.uk.
StudySmarter Expert Advice🤫
We think this is how you could land Reader Invigilation Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The National Archives. 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 National Archives 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 Reader Invigilation 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 National Archives:Your cover letter is your chance to shine! Tell us why you want to work at The National Archives 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 National Archives!
How to prepare for a job interview at The National Archives
✨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.
