Visitor Experience Officer

Brook Street; Belfast City District; On-site; GBP 29,000 - 36,000; Full time

Job summary

Brook Street is recruiting a Visitor Experience Officer for the Northern Ireland Assembly, to be based at Parliament Buildings in East Belfast. You will welcome diverse visitors, provide information, and maintain records with a neutral, professional approach.

Responsibilities include reception duties, tours, events support, handling inquiries, and collaboration across the Assembly Commission. Office-based with occasional home-working possible; 37-hour week across five days, 8:00–18:00, with some

Qualifications

• GCE A-Level passes in two subjects or equivalent qualifications.
• Five GCSEs including English and Maths.
• A minimum of 2 years in a customer-focused role.

Responsibilities

• Deliver outstanding customer service to visitors and Assembly Members.
• Greet visitors, manage reception, issue security passes.
• Provide engaging, neutral tours of Parliament Buildings.
• Support events, meetings and visitor programmes.

Skills

Customer service

Verbal communication

Teamwork

Administrative skills

Problem solving

Education

GCE A-Levels

GCSEs English & Maths

Equivalent qualifications

Job description

Visitor Experience Officer - Northern Ireland Assembly

Location: Stormont Buildings, East Belfast

Pay Rate: £15.14 per hour (weekly pay)

About the Role

As a Visitor Experience Officer, you will play a key role in ensuring every visitor receives a warm, informative, and professional welcome. You will act as an ambassador for Parliament Buildings, engaging with a diverse range of visitors while providing excellent customer service and administrative support.

Key Responsibilities

• Delivering exceptional customer service to visitors, stakeholders, and Assembly Members.
• Greeting visitors, managing reception duties, and issuing security passes.
• Providing engaging, inclusive, and politically neutral tours of Parliament Buildings.
• Supporting the planning and delivery of events, meetings, and visitor programmes.
• Managing enquiries via telephone, email, and other communication channels.
• Maintaining records, databases, and electronic filing systems.
• Assisting with the preparation of documents, minutes, and correspondence.
• Building effective working relationships across the Assembly Commission.
• Supporting continuous improvement within the Visitor Experience Team.

Working Pattern

This position is primarily office-based at Parliament Buildings, with attendance required on each working day. There may be occasional opportunities for home working, subject to business needs and management discretion.

• 37-hour working week (excluding meal breaks).
• Working across 5 days, Monday to Saturday.
• Scheduled hours between 8:00am and 6:00pm.
• Due to Assembly business requirements, occasional late evening, overtime, and public holiday working may be required.
• Work schedules will generally be provided at least 10 working days in advance, with overtime requirements communicated where possible at least 3 working days beforehand.

Uniform

• Visitor Experience Officers will be supplied with a Visitor Experience Team Uniform including Trousers, T-shirt and Gillet.

Essential Criteria

Applicants must meet one of the following qualifications and experience pathways:

Option 1

• GCE A-Level passes (Grades A*-C) in two separate subjects, and
• Five GCSEs (Grades A*-C), including English Language and Mathematics
• Equivalent or higher qualifications will also be considered.

AND A minimum of 2 years' experience in a customer-focused role demonstrating:

• Clear and engaging verbal communication with a diverse range of people.
• Working as part of a close-knit team to deliver high-quality customer services.
• Effective problem-solving, workload management and attention to detail.
• Strong written, administrative, and organisational skills with the ability to meet deadlines.

Option 2

A minimum of 4 years' experience in a customer-focused role demonstrating all of the competencies listed above.