Visitor Experience Supervisor

Royal Air Force (RAF); City of Westminster; On-site; GBP 18,000 - 30,000; Part time

Job summary

Royal Air Force Museum in London is seeking a Visitor Experience Supervisor to lead the front of house team, supervise staff and volunteers, and ensure a welcoming and safe visitor experience. The role combines operational coordination with hands-on leadership to inspire engagement with RAF stories.

You will coach staff, manage rotas, support events, and uphold safety and compliance standards while collaborating across departments.

Qualifications

• Excellent written and verbal communication skills.
• Positive, enthusiastic and empathetic approach to service.
• Experience supervising people in a visitor operations or heritage environment.
• Ability to handle day-to-day operational decisions with good judgement.

Responsibilities

• Supervising and supporting Visitor Experience Assistants and volunteers to deliver an excellent visitor experience.
• Creating a welcoming, safe and engaging environment for visitors and staff.
• Coaching and empowering the front of house team to provide first-class service.
• Managing rotas, leave requests, sickness absence and use of staff resources.
• Acting as Duty Manager or Incident Team Leader in emergencies as required.
• Maintaining high standards of safety, security, presentation and compliance.
• Supporting sales, fundraising, events and activities aligned with objectives.
• Building positive working relationships across departments and external partners.
• Contributing to service improvements and sustainability priorities.

Skills

Communication skills

People leadership

Customer service

Team motivation

Job description

Our museum commitments are the golden thread that run through everything that we do. These are:

• Health and Wellbeing
• Equity, Diversity and Inclusion
• Sustainability

What We Are Looking For Are you passionate about creating memorable visitor experiences and supporting teams to deliver excellent customer service? The Royal Air Force Museum is looking for a positive, enthusiastic and capable Visitor Experience Supervisor to help lead our front of house operation and inspire visitors to connect with the RAF story.

About the role As Visitor Experience Supervisor, you will play a key role in the day-to-day supervision of the Museum's on-site visitor experience operation. You will help motivate and support Visitor Experience Assistants and volunteers, ensuring that visitors receive a warm welcome, high standards of customer care and opportunities to engage with the Museum's inspiring collections and stories. This is a hands-on supervisory role, combining team leadership, operational coordination and practical support across front of house activity. You will act as a customer-focused role model, help maintain safety and compliance standards, and contribute to the continued improvement of the visitor experience.

What you will be doing:

• Supervising and supporting Visitor Experience Assistants and volunteers to deliver an excellent visitor experience.
• Helping to create a welcoming, safe and engaging environment for visitors, colleagues and volunteers.
• Coaching, motivating and empowering the front of house team to provide first-class customer service.
• Supporting rotas, leave requests, sickness absence and the flexible use of staff resources.
• Acting as Duty Manager, Incident Team Leader in emergencies, or Designated Safeguarding Officer when required.
• Maintaining high standards of safety, security, presentation and compliance across visitor-facing areas.
• Supporting sales, fundraising, events and activities to help the Museum meet its objectives.
• Developing positive working relationships across departments and with external partners.
• Contributing to service improvements, environmental sustainability and the Museum's wider strategic priorities.,

At the Royal Air Force Museum, you will be part of a team that shares the RAF story, past, present and future, with visitors from all backgrounds. We are guided by our values of integrity, sharing, passion, innovation, relevance and excellence, and we are committed to creating an inclusive, supportive and collaborative working culture.

You will have the opportunity to contribute to a visitor experience that inspires, educates and engages, while supporting people to feel valued, confident and able to perform at their best.

This is a permanent, part-time role working 1250 hours annually. The working hours each week will be dependent on business requirements (maximum 35 hours per week during peak season and minimum 4 hours per week during off-peak season). You will work a flexible pattern which will include working some weekends, bank holidays and occasional evening/overnights. The role will be based at our London site.

We are looking for someone who enjoys working with people, takes pride in delivering great service and can bring energy, warmth and professionalism to a busy visitor attraction.

You will be confident communicating with a wide range of people, able to support and motivate others, and comfortable taking responsibility for day-to-day operational decisions.

You will have:

• Excellent written and verbal communication skills.
• A positive, enthusiastic and empathetic approach.
• An understanding of what makes great customer service.
• Experience of supervising people in a visitor operations, heritage, tourism, arts or similar customer-focused environment.
• Good judgement, problem-solving skills and the confidence to manage unfamiliar situations appropriately.
• The ability to organise your own work and support others to meet expected standards and targets.
• An appreciation of compliance, duty of care, health and safety, fire safety, safeguarding and security responsibilities.
• Commercial awareness and a flexible approach to meeting operational needs.
• A willingness and ability to hold a First Aid qualification.

Our vision is to inspire everyone with the RAF story - the people who shape it and its place in our lives.