| 5 |
Archivist |
26-MAR
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| The Royal Household |
| Windsor, England |
£30,000 p.a. |
| 6 |
Digital Editor |
26-MAR
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| Wellcome Collection |
| London, England |
£52,400 p.a. |
| 10 |
Head Curator |
12-MAR
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| Royal Engineers Museum, Library & Archive |
| Chatham, Kent, England |
£45,000 p.a. |
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| Advert Date: |
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Thursday, 3rd April 2025 |
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| Job Title: |
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Visitor Experience Team Leader |
| Organisation: |
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Museum of the Home |
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| Salary: |
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£16,000 p.a. |
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Part-Time Position (21 hours per week) |
| Location: |
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London, England |
| Closing Date: |
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Tuesday, 15th April 2025 |
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| Job Description |
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Job title: Visitor Experience Team Leader
Salary range: £16,000 per annum part time (£27,000 FTE)
Working hours: Part time, 21 hours Saturday Sunday and Wednesdays, occasional Mondays (for training) and Bank holidays
Reporting line: Assistant Visitor Experience Manager, Visitor Experience Manager
Job purpose
Our Visitor Experience team are ambassadors for the Museum’s vision and values. This role sits at the heart of the Museum visitors’ experience. Its main aims are:
• To support and energise the Visitor Experience Host team on a daily basis, leading by example and collaborating with peers to create a positive and memorable experience for each and every visitor.
• To coordinate daily team operations, ensuring shared responsibilities and tasks are carried out efficiently and effectively.
• To maintain a safe and secure environment for everyone using our spaces, acting as daytime duty manager on a rotational basis and at occasional evening events by prior arrangement.
Our values, and how they are represented in this role, you must be:
Bold brave in trying new things, taking action and fighting for change on issues affecting the ways we live.
Kind friendly, generous and considerate in all your actions
Eco-active embed climate action in all decision-making and encourage visitors to make eco-minded choices at home.
Equitable act transparently, ethically and inclusively - and allocate resources, time and care equitably
Main responsibilities
Support and energise the Visitor Experience Host team on a daily basis, leading by example and collaborating with peers to create a positive and memorable experience for each and every visitor:
• Lead from the front, demonstrating excellent visitor experience and engagement through daily interaction with visitors at the welcome desk, in the galleries, in the shop and at special events
• Take a confident approach to fundraising and income generation by promoting donations, memberships, digital guides and other products, and encourage team members to do the same
• Develop, maintain and share a good working knowledge of our temporary exhibition and events programme, supporting team members to retail tickets using the ePOS system
• Discover new ways to understand and explore our permanent, temporary and online content, sharing inspirational stories, interesting facts and tips for engaging with visitors with the wider team
• Ensure high standards of presentation at all times, taking action to resolve minor technical and maintenance issues and escalating to other departments or external contractors when appropriate
• Lead the team at public programme, commercial and private events
• Lead on Visitor First rota, training and present as necessary
• Lead on Audience answers survey and work with Communications team to utilise the data, presenting as necessary
Coordinate daily team operations, ensuring shared responsibilities and tasks are carried out efficiently and effectively:
• Ensure all team members receive an informative and motivating briefing at the start of their shift
• Compile a daily working plan for the team, allocating invigilation positions, essential tasks, lunch and comfort breaks
• Resolve absences and staffing shortages by flexing the daily working plan or sourcing additional cover
• Supervise the timely rotation of team members through invigilation positions, tasks and breaks, covering essential roles as and when necessary
• Carry out end-of-day reporting and ePOS reconciliation tasks
• Supervise Visitor Experience volunteers working in the galleries and providing tours of Almshouse 14
• Welcome schools and organised groups, providing a short five-minute introduction and orientation talk to help group members get the most from their visit
Maintain a safe and secure environment for everyone using our spaces, acting as day time duty manager on a rotational basis and at occasional evening events:
• Invigilate gallery spaces and report security incidents and concerns as they arise
• Be vigilant to and report any changes to the condition of the building and collections
• Report all accidents, safeguarding incidents and dangerous situations
• Assist in the emergency evacuation of all public spaces
• Be willing to train as a first aider, fire warden and building recovery manager
• On a rotational basis, unlock the site at the start of the day in readiness for occupation by staff and, at the end of the day, follow ‘lock and leave’ procedures to secure the site overnight
• On a rotational basis, leading the first-line response to emergency incidents and taking reasonable action to keep visitors, staff, volunteers and the collection safe
• Document and report all incidents that occur sharing lessons learned and recommending actions to improve processes wherever possible
The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.
Key performance indicators
• Receiving positive visitor feedback and achieving team visitor satisfaction targets
• Making a positive contribution to shared fundraising and income generation targets
• Building a strong relationship with the Visitor Experience Host team, Visitor Experience volunteers, the Visitor Experience Managers, event managers and project leads across the Museum
• Working independently to manage both minor operational issues and emergency incidents with minimal impact on visitor experience
Skills/Knowledge/Personal Attributes
Type of technical, specialised skills or personal attributes that are required to deliver ‘main responsibilities’ above.
Essential
• Leading or supervising a team in a busy visitor experience, retail or hospitality environment with visitor focused exceptional customer service skills
• Rostering or scheduling teams, adapting to unexpected absences and additional staffing demands
• Motivating a team to achieve income and performance targets
• Supporting team members to develop existing skills and learn new tasks
• Health and safety, security and incident management in a public space
• Operating a till or using a ticketing system, with experience of cashing-up/reconciliation
• Operating and troubleshooting audiovisual equipment, including digital screens, speakers, projectors and digital interactives, strong IT skills and Microsoft Suite
Desirable
• Coordinating multiple events or activities, liaising between internal and external event leads, clients and contractors
• Delivering tours and talks to a wide range of different audiences
• Supervising and supporting volunteers
• Duty management and emergency incident response in a complex public space
• First aid, fire warden, health and safety or security training or certification
Other requirements
• The successful candidate must hold or be willing to gain a recognised first aid or fire warden certificate. Training to understand the role of building recovery manager in the Museum’s emergency recovery plan will be provided by the Museum.
• This is an active, floor-based role, with significant time spent moving between spaces and occasional manual handling. A reasonable level of physical fitness is required.
• Working on Saturday and/or Sunday on a weekly basis is expected of both full time and part-time role holders
• Flexibility to work occasional evenings and bank holidays (except Christmas Day, Boxing Day and New Year’s Day) is essential
• A DBS (criminal record) check at the appropriate level will be required before the successful candidate can start work
We welcome applications from all sections of the community and are committed to maintaining an inclusive working environment, with a diverse workforce. We value individuality, equity and representation and appoint on merit.
As a Disability Confident Committed employer, our recruitment is inclusive and accessible. If you would like to request an alternative application format on disability grounds, please contact jobs@museumofthehome.org.uk
Working to make Museum of the Home an amazing place to work.
Benefits
We aim to provide a stimulating working environment for everyone in the team. You’ll be working alongside great colleagues and in a beautiful Grade I listed building.
You are also entitled to other employment benefits when you join us:
• 25 days paid holiday per year (increasing by one day per year, up to 30 days), plus bank holidays (FTE)
• Membership to one of two pension schemes
• Staff discount in our shop and on-site café
• Free access to many exhibitions, museums and art galleries in London
• Enhanced sick pay and family leave
• Cycle to work scheme
• Season Ticket Loan
• A confidential Employee Assistance Programme
• Free tea and coffee
We also have various groups for staff to join:
• Wellbeing forum
• Climate Action Group
• Equity Action Group |
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| Application Instructions |
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Job Description:
https://hr.moorepay.co.uk/hr/recruitment/role/32a34856f9031365764b7c3c2731183e/46030
Application form:
https://hr.moorepay.co.uk/hr/recruitment/application/32a34856f9031365764b7c3c2731183e/46030
Closing date is 15 April 2025
Interviews will be 29 & 30 April |
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