Visitor Experience Supervisor

Brook Street; Belfast City District; On-site; GBP 25,000 - 29,000; Full time

Benefits offered by this job

Visitor Experience Team Uniform

Job summary

Northern Ireland Assembly at Stormont Buildings is seeking a Visitor Experience Supervisor to lead the Visitor Experience Team, support tours, reception, and events, and ensure a warm, informative visitor welcome.

The role combines hands-on supervision with leadership, staff training, and collaboration with Members and event organisers to deliver high-quality public engagement.

Qualifications

• Customer service in a public-facing role, including supervising a team.
• Leading, motivating and developing a team, including induction and performance management.
• Communicating complex information clearly to diverse stakeholders.
• Proficient with Microsoft Office to manage information and create documents.

Responsibilities

• Welcoming visitors and providing information with attention to access needs.
• Supervising Visitor Experience Officers and assisting the Visitor Experience Manager.
• Managing tour programmes for public, private and VIP tours.
• Overseeing reception and providing cover as required.
• Supporting events and coordinating with organisers and Members.
• Maintaining timely information for internal and external audiences across channels.

Skills

Customer service

Team leadership

Communication

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Visitor Experience Supervisor - Northern Ireland Assembly

Location: Stormont Buildings, East Belfast

Pay Rate: £18.77 per hour (weekly pay)

As a Visitor Experience Supervisor, you will support the leadership, operation, and development of the Visitor Experience Team while providing hands-on support across visitor services, guided tours, reception, and events.

You'll be responsible for ensuring visitors receive a warm welcome, supervising Visitor Experience Officers, maintaining high service standards, and helping deliver an engaging and informative experience for all who visit Parliament Buildings.

Key Responsibilities

• Welcoming visitors to Parliament Buildings, proving them with information, assisting them appropriately and managing any specific access requirements.
• Assisting the Visitor Experience Manager with day-to-day management of the Visitor Experience team, deputising as required and problem-solving issues as they arise.
• Providing leadership and training to the Visitor Experience Officers, ensuring high quality service delivery and adherence to all Northern Ireland Assembly values; skills and behaviours; and policies and procedures.
• Managing the tour programme to ensure all public, private and VIP tours are covered on a daily basis.
• Managing the quality of tours and overall visitor experience, ensuring consistency, accuracy and timeliness in all tours and professionalism in all interactions. The Visitor Experience Supervisor will be required to take tours and give presentations to groups on a regular basis.
• Overseeing reception, ensuring adequate staff cover, problem solving issues as they arise and providing reception cover when required.
• Assisting the Visitor Experience Manager to manage all events in Parliament Buildings - acting as the main point of contact for event organisers, deputising duties to the Visitor Experience Officers as required, problem solving and providing timely and accurate information to organisers and Members.
• Assisting in the collating and publishing of timely and accurate information about "what's on" in Parliament Buildings for internal and external audiences; to include digital screens, email, website, social media and other formats as required.
• Working collaboratively with other business areas to ensure reception duties and tours have adequate cover, and that all visitors to Parliament Buildings are known to reception.
• Maintaining effective relationships with key stakeholders including Members, managers, event organisers and members of the public.
• Attending meetings, minute taking and capturing actions/notes and proactively following up on actions to ensure timely delivery.
• Providing guidance and assistance to Members, their staff and other parliamentary staff on policy and procedural issues in relation to the Visitor Experience business area.
• Researching and preparing accurate and timely information.
• Effectively using Microsoft Office and bespoke internal Assembly software systems and databases.
• Checking and processing invoices for payment through electronic payment system.
• Monitoring spend against budget and reporting to line managers or budget holders.
• Managing information and records in accordance with established policies and statutory requirements including the gathering of information and co-ordination of responses to information requests including Freedom of Information requests.
• Complying with all Assembly Commission's staff policies and procedures including Equal Opportunities and Dignity at Work policies and procedures.
• Carrying out other duties that the Assembly Commission reasonably requires of you.

Working Pattern

• 37-hour working week (excluding meal breaks).
• Working across 5 days between Monday and Saturday.
• Scheduled hours between 8:00am and 6:00pm.
• Based primarily at Parliament Buildings, Stormont.
• Occasional evening, overtime, and public holiday working may be required to support Assembly business.
• Work schedules are typically provided at least 10 working days in advance.

Uniform Provided

Visitor Experience Supervisors will be provided with an official Visitor Experience Team Uniform, including:

• Trousers
• T-Shirt
• Gilet

Essential Criteria

Applicants must, by the closing date for applications have:

At least a primary degree, minimum 2.2 classification, in any subject. Applications will be considered from applicants with formal qualifications of an equivalent or higher standard to those stated;

AND

At least two years' experience in a) - d) listed below:

OR

1. At least four years' experience in each of the following:

1. Proven experience of delivering excellent customer service in a public facing role, personally and through supervising a team to meet a wide range of customer needs.
2. Experience of effectively leading, motivating and developing a team of staff , to include induction, training and performance management of direct reports.
3. Communicating accurately and clearly (both in writing and orally) complex or detailed information to diverse range of stakeholders including colleagues, managers and customers or members of the public.
4. Effectively using Microsoft Office to manage information, create documents and assist in providing a quality service to stakeholders such as colleagues, managers, customers or members of the public.