Visitor Engagement Assistant (Evening Team)

. House of Lords; Greater London; On-site; GBP 17,000 - 22,000; Part time

Benefits offered by this job

Generous annual leave

Civil Service pension

Flexible working options

Job summary

House of Lords is seeking a Visitor Engagement Assistant (Evening Time) to welcome visitors and help bring the story of the UK Parliament to life at the Palace of Westminster. You will act as an ambassador, delivering engaging experiences and helpful guidance to diverse audiences.

You will lead core tours, assist with the Elizabeth Tower (Big Ben) tour, support the audio tour programme, and work 4pm-10pm shifts during term-time with 2 evenings per week.

Qualifications

• Communication skills to deliver engaging presentations to large audiences.
• Customer service oriented with inclusion and equality in mind.
• Collaborative team player able to work under pressure.
• Flexible and adaptable to changing needs.

Responsibilities

• Welcome visitors to Parliament, provide information and guidance, and help them access different areas of the estate.
• Deliver a consistently exceptional visitor experience and exceed visitor expectations.
• Engage with diverse audiences including international visitors, schools and community groups.
• Deliver inspiring tours and talks to bring Parliament's history and democratic role to life.
• Learn and deliver Parliament's two core visitor tours, including the Elizabeth Tower tour.
• Support the audio tour programme by issuing equipment and assisting visitors along the route.

Skills

Communication Skills

Customer Service & Inclusion

Collaboration

Flexibility & Adaptation

Job description

What you'll be doing

As a Visitor Engagement Assistant (Evening Time), you'll help bring the story of UK Parliament to life for visitors from across the UK and around the world. Acting as an ambassador for one of the UK's most iconic institutions, you'll create memorable and engaging experiences while providing a world-class welcome to everyone who visits the Palace of Westminster.

• Welcome visitors to Parliament, provide information and guidance, and help them access different areas of the estate, including the public galleries of the House of Commons and House of Lords debating chambers.
• Deliver a consistently exceptional visitor experience, proactively going above and beyond to exceed visitor expectations.
• Engage with a diverse range of audiences, international visitors, schools, community groups and those who may be less familiar with Parliament and politics.
• Deliver inspiring tours and talks that bring Parliament's history, heritage and democratic role to life.
• Learn and deliver Parliament's two core visitor tours, as well as the highly popular Elizabeth Tower (Big Ben) tour.
• Support the audio tour programme by issuing equipment, troubleshooting any issues and interacting with visitors along the route to answer questions and share insights.

This is an exciting opportunity for someone who enjoys working with people, thrives in a fast-paced environment and is passionate about delivering outstanding customer service while helping visitors connect with the work, history and significance of the UK Parliament.

Working Pattern

There are multiple term-time only contracts available (39 weeks per year), broadly aligned with school term times and the Parliamentary calendar. Candidates must be available to work at least 2 evenings per week. Guaranteed shifts will be 4-6 hours, scheduled between 4pm and 10pm, Monday to Friday. Typical shift times are 4pm-10pm (Monday-Wednesday) and 4pm-9pm (Thursday-Friday). Working days will be outlined in an annual shift calendar, with exact shift times confirmed approximately 2 months in advance. Occasional special events may require earlier or later shifts, which will be agreed in advance. Exact working patterns will be agreed upon offer, and candidates will be asked to confirm their availability at interview.

Why Join us

In addition to your salary, we offer an attractive range of benefits including but not limited to:

• Generous annual leave starting at 30 days and increasing to 35 after one full working year.
• Enrolment in the excellent Civil Service pension scheme with an average employer contribution of 27%
• Flexible working options that help you find a balance including enhanced maternity, paternity, shared parental and adoption leave, caring leave and alternative working patterns.

What we're looking for

• Communication Skills - You have the ability to deliver engaging presentations to large audiences and adapt style and content to meet audience needs.
• Customer Service & Inclusion - You show a good understanding of what excellent customer service is, and how to deliver it, with the ability to meet the needs of different audience groups and uphold the principles of equality, diversity, and inclusion.
• Collaboration - You demonstrate the willingness to help others and the ability to work well as part of a team in a pressured environment.
• Flexibility & Adaptation - You can prioritise and exercise sound judgement with the ability to adapt and respond to changing needs.