Senior Retail & Visitor Services Assistant (Front of House)

Hollybank Trustees Ltd; Bovington; On-site; GBP 23,000 - 28,000; Full time

Job summary

The Tank Museum on site at Bovington is seeking a Senior Retail & Visitor Services Assistant to join our Admissions team and Museum Shop. You will be a vital contact point for visitors, manage stock, support online orders and help coordinate the daily operations of the Retail and Visitor Services team.

You will lead by example, supervise staff, and collaborate with other departments to ensure a high standard of customer service and a smooth visitor experience at events and busy days.

Qualifications

• Must provide excellent customer service in person, on the phone or by email.
• Oversee stock room, shop and online orders to ensure availability and accuracy.
• Lead by example and supervise the team during shifts to maintain service levels.

Responsibilities

• Lead by example and help ensure the whole team provides a high level of customer service across on-site, phone and email channels.
• Supervise the Retail and Visitor Services team in admissions, shop, online fulfilment and stock room.
• Coordinate daily staff timetables with the Operations Manager and adjust as needed.
• Deputise for Retail and Visitor Services managers when required.
• Liaise with other museum departments to support smooth operations.
• Support events delivery and pop-up activities during events/school holidays.
• Maintain tidy, well-stocked admissions, shop and stock areas.

Skills

Customer service

Stock management

Team supervision

Stock replenishment

Online orders

Tools

Online shopping platform

Job description

Senior Retail & Visitor Services Assistant (Front of House)

The Tank Museum

Location: On site / Bovington, Wareham BH20 6JG, UK
job type: Permanent / Full-time
Sector and subsector: Heritage | Museums
AnnualFixed salary:£ 25569.00

The Admissions team and Museum Shop play a vital role within the organisation, serving as the first point of contact for visitors and acting as a central hub of information for the Museum. With more than 220,000 visitors passing through Admissions and the Shop each year, these areas represent a critical customer touchpoint and help shape the overall visitor experience.

Key Accountabilities

• As a Senior Retail and Visitor Services Assistant you will be putting your excellent people skills to the best possible use. Whether helping visitors on site, maintaining our stock holding or fulfilling online orders, you will be a vital member of the Retail and Visitor Services team. Amongst a varied role, duties will include (but not limited to)
• Leading by example and helping to ensure the whole team provide a high level of customer service, whether it is in person, on the phone or by email.
• Supervising the Retail and Visitor Services Assistants in their function for the day, whether it be at admissions and shop, online fulfilment, or stock room, ensuring that there are always sufficient people available for a high standard of customer service.
• Working in collaboration with the Retail and Visitor Services Operations Manager on tasking and daily staff timetables making the necessary changes as the day demands.
• Deputising in the absence of the Retail and Visitor Services Development Manager and the Retail and Visitor Services Operations Manager when required.
• Liaising with other museum departments and supporting them to help with the smooth running of the Museum.
• Supporting the wider Commercial Team in the operation and delivery of Visitor Events.
• Supervising the team to ensure admissions, stock room and retail areas are always tidy and free of clutter.
• Participate and spot the need for inventory counts.
• Support the team to set up and deliver activities and pop-up shops during event days and school holidays.
• Supporting the induction of new staff.
• You may be asked to act as a Fire Marshal, First Aider, or safeguarding support; however, training would be provided to fulfil this role.

You will specialise in the following area and build generalist knowledge of the others to support the wider Retail and Visitor Services Team and enable you to supervise one of the other areas when required.

Stock Areas

• Receive incoming deliveries of stock and verify contents against purchase orders. Unpack boxes, inspect items for damage or defects, and record received quantities.
• Ensuring all incoming stock is added to our inventory as quickly and efficiently as possible, leading the Retail and Visitor Services Assistants to do so also.
• Add and maintain stock on our online shopping platform.
• Label and organise products for storage in the stockroom and maintain a clean, orderly, and efficient stockroom layout.
• Prepare merchandise for replenishment on the shop floor by ensuring stock is correctly priced and barcoded.
• Using appropriate equipment or methods to assist with transporting stock from the stockroom to the shop floor and helping to restock the shop to maintain an attractive and organised store environment.
• Communicate effectively with the Buying Team and management regarding stock availability, inventory discrepancies, and damages. Also, make sure the relevant Retail and Visitor Services Assistants are aware also.
• Ensure that the team rotate stock as needed to ensure older inventory is brought forward and easily accessible.
• Maintaining a good working relationship with delivery companies and suppliers.
• Supporting the Buying Team with stock queries and buying and delivery administration.
• Support the Buying Team with ‘off the shelf’ buying of model and book stock.

Interviews - will be held on Monday 19h & Tuesday 20th September 2026.

The vacancy will close on 13th October 2026.