Visitor Experience Supervisor

HCT; Basingstoke; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

Employer pension contributions

Employee assistance programme

Job summary

Hampshire Cultural Trust is seeking a Visitor Experience Supervisor for Milestones Museum & Basing House in Basingstoke. The role leads the Visitor Experience team across front-of-house areas, ensuring outstanding customer service and smooth daily operations.

You’ll manage shifts, promote retail and catering income, and support the delivery of engaging visitor experiences. The position requires evenings and weekend availability and a commitment to high standards.

Qualifications

• Experience supervising a customer-facing operation, ideally within retail, hospitality, leisure or visitor attractions.
• Strong communication and leadership skills with a focus on delivering excellent customer service.

Responsibilities

• Supervise Visitor Experience Assistants on shift and uphold front-of-house standards.
• Encourage the team to promote retail, catering, events and other income opportunities.

Job description

Visitor Experience Supervisor

Application Deadline: 6 September 2026

Department: Operations

Employment Type: Permanent - Full Time

Location: Milestones Museum & Basing House

Reporting To: Sammy Russell

Compensation: £26,683 / year

Description

Level: 4A

Salary: £26,682.72 per annum Location: Milestones Museum and Basing House, Basingstoke

Hours: 37 hours per week including regular evenings and weekends

Type of Contract: Permanent

Do you have a passion for customer service and want to help our teams deliver outstanding visitor experiences?

As a Visitor Experience Supervisor, you’ll have the opportunity to supervise across a wide range of front-of-house areas supporting our teams to deliver amazing customer service as well as engaging with visitors directly. Whether you’re welcoming visitors, promoting our retail range in the gift shop, or stepping in to support the visitor experience team with issues or concerns, you’ll be a key point of contact for our visitors throughout their time in our venues and the supervisor ensuring everyday operations runs smoothly.

You will be responsible for supervising the Visitor Experience Assistants on shift, supporting them to uphold the highest front‑of‑house standards, consistently delivering excellent customer service and ensure our venues are presented in the best possible light. You will also help drive commercial income across the venue by encouraging the team to actively promote retail, catering, events and other income-generating opportunities.

A bit about you

A confident verbal communicator, you’ll excel at making others feel welcome and valued. You’ll have a strong drive to make the visitors’ experience at Milestones and Basing House the best it can be, ensuring each visitor has an excellent visit. You’ll have some experience of supporting the development of a high‑performing team as well as an understanding of financial targets and objectives.

You’ll have experience supervising a customer-facing operation, ideally within retail, hospitality, leisure or visitor attractions. You'll be confident managing stock, placing orders, maintaining excellent visual merchandising standards and using performance to drive sales. You'll also enjoy leading busy Front of house operation, coaching colleagues and delivering outstanding customer service.

You’ll be a supportive team player, always willing to jump in, lend a hand and role model what great service looks like, but you’ll also be happy to take the lead and guide others where needed, to ensure they uphold high quality customer service.

Who we are

At Hampshire Cultural Trust we have a vision to create inspirational culture experiences that enrich and transform lives. We manage and support 20+ attractions and deliver county‑wide outreach programmes that bring great culture to local communities. We also deliver a diverse range of wider social impact initiatives targeted at those who are most vulnerable or disadvantaged and who would not usually have access to arts and culture.

We promote equity, inclusion and diversity and a culture that actively values difference. We recognise that people from different backgrounds and experiences can enhance the way we perform and work and we encourage and support the physical and mental health and wellbeing of all our staff.

We are inclusive, valuing, and respectful of diversity, developing the ability to recruit and retain a diverse workforce that reflects the communities we serve. Therefore, we are committed to implementing reasonable adjustments for candidates with disabilities in our recruitment process and in employment.

The benefits of working for us

• 25 days annual leave + bank holidays (pro‑rated for part time working)


• 5% Employer pension contributions


• Generous occupational maternity, adoption and paternity pay


• Enhanced occupational sick pay


• Generous compassionate leave scheme


• Paid emergency leave


• Industry leading Employee Assistance Programme


• Access to same day GP appointments for employees and their immediate family


• Life assurance scheme (x3 annual salary)


• Interest‑free Season ticket loans and travel loans from first day of employment


• Charity Worker Discounts Scheme (savings on retail, leisure, groceries, travel etc.)


• Access to free eye tests and vouchers towards glasses for VDU use


• Free flu vaccination vouchers


• Cycle to Work Scheme


• Health Cash Plan (cashback on dental, optical, medical for monthly subscription cost)


• Opportunities to learn, develop and progress


• Free tea and coffee


• Team Card - Free access to venues for friends and family, and discounts across café and retail

Timeframes

Closing date for applications: 6 September 2026

To find out more about us visit our website www.hampshireculture.org.uk and https://careers.hampshireculturaltrust.org.uk/

If you have any queries relating to the recruitment process, email [e-mail] or call our enquiries line on 01962 398412.