Front-of-House Experience Lead

National Museums; Greater London; Hybrid; GBP 21,000 - 26,000; Part time

Job summary

The Royal Air Force Museum in London is seeking a Visitor Experience Supervisor to lead our front‑of‑house team and ensure a welcoming, high‑quality visitor experience. You will supervise Visitor Experience Assistants and volunteers, coordinate rosters, support safety and compliance, and promote excellent customer service while representing the Museum’s values.

This permanent, part‑time role is annualised at 1250 hours with a flexible pattern including weekends and bank holidays, based at our

Qualifications

• Excellent written and verbal communication skills.
• Positive, enthusiastic and empathetic approach.
• Understanding of what makes great customer service.
• Experience supervising people in visitor operations or similar settings.
• Good judgement and problem-solving skills.
• Ability to organise your own work and support others to meet standards.
• Awareness of health and safety, safeguarding and security responsibilities.
• Commercial awareness and flexible approach to meet operational needs.
• Willingness and ability to hold a First Aid qualification.

Responsibilities

• Supervising and supporting Visitor Experience Assistants and volunteers to deliver an excellent visitor experience.
• Helping to create a welcoming, safe and engaging environment for visitors, colleagues and volunteers.
• Coaching, motivating and empowering the front-of-house team to provide first-class customer service.
• Supporting rotas, leave requests, sickness absence and the flexible use of staff resources.
• Acting as Duty Manager, Incident Team Leader in emergencies, or Designated Safeguarding Officer when required.
• Maintaining high standards of safety, security, presentation and compliance across visitor-facing areas.
• Supporting sales, fundraising, events and activities to help the Museum meet its objectives.
• Developing positive working relationships across departments and with external partners.
• Contributing to service improvements, environmental sustainability and the Museum’s wider strategic priorities.

Skills

Communication

Empathy

Customer service

Supervision

Problem solving

Organization

Compliance & safety

Commercial awareness

First Aid

Job description

The Royal Air Force Museum in London is seeking a Visitor Experience Supervisor to lead our front‑of‑house team and ensure a welcoming, high‑quality visitor experience. You will supervise Visitor Experience Assistants and volunteers, coordinate rosters, support safety and compliance, and promote excellent customer service while representing the Museum’s values.

This permanent, part‑time role is annualised at 1250 hours with a flexible pattern including weekends and bank holidays, based at our