Assistant Visitor Services Manager

The Royal Household; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days annual leave

Pension plan 15%

Complimentary lunch on-site

Complimentary admission tickets across

Employee discounts at Royal Collection

Job summary

The Royal Collection Trust, part of The Royal Household, seeks an experienced Visitor Services lead to oversee the front-line team at iconic London sites. You will manage daily operations, coordinate site duties, and ensure every visitor receives a warm, informative, and secure experience.

You will guide Wardens, handle performance reviews, and uphold presentation and safety standards. This role suits a proactive, organised leader with strong MS Office skills and a passion for culture.

Qualifications

• Experience leading a team in a busy visitor-based environment.
• Strong customer care focus and visitor-first attitude.
• Excellent communication and reliability in a fast-paced setting.
• Organised approach with ability to multi-task and stay composed.

Responsibilities

• Duty manage London sites on a rota, including responsibility for site and exhibits.
• Lead and manage Wardens to deliver an exceptional visitor experience.
• Conduct regular performance reviews, set objectives, and provide feedback.

Skills

People management

Customer service

Communication

Organisational skills

MS Office

Tools

MS Office

Job description

It's inspiring the team who present magnificence every day.

It’s the collaboration and the community spirit. And it's presenting one of the world's greatest art collections. This is what makes working for Royal Collection Trust so different.

Our outstanding Visitor Services team help hundreds of thousands of visitors, from around the world, to enjoy magnificent buildings and works of art at The King's Gallery, the Royal Mews, and when Buckingham Palace opens its doors in the summer.

You’ll offer a warm welcome to every visitor who comes through the door. Helping to lead the front line team, you'll make sure they are ready to meet the day's demands, offering a warm welcome to every visitor who comes through the door. Every day, you'll engage them in briefings, co-ordinate roles and be the first port of call for any queries.

Key responsibilities:

• Duty manage the London sites (The King’s Gallery, the Royal Mews, Buckingham Palace State Rooms and Gardens) on a rota basis, which includes taking full responsibility of the site and exhibits.
• Lead and manage a team of Wardens by making well-informed decisions and ensuring the delivery of an exceptional visitor experience.
• Responsible for the ongoing performance management of a team of Wardens; holding monthly 1:1s, carrying out regular performance reviews, setting and reviewing objectives, giving timely feedback and agreeing development plans where appropriate.
• Responsible for maintaining the highest possible presentation and health and safety standards across the visitor operation, following up with the appropriate teams to rectify issues as they arise.

About You:

• Previous experience of managing, leading and motivating a team, ideally in a busy visitor-based environment
• A genuine desire to work with the public and a passion for delivering excellent visitor care
• An organised approach with the ability to work effectively under pressure in a busy environment and multitask
• Clear, confident communication skills
• A proven ability to work effectively as part of a team and be reliable and flexible in approach
• Excellent administration and IT skills, with a working knowledge of MS Office

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

Find out more about the full range of benefits available to our employees here .