Visitor Experience Supervisor (Immediate Start)

VanRath; Belfast City District; On-site; GBP 31,000 - 42,000; Full time

Job summary

VanRath is seeking a Temporary Visitor Experience Supervisor in Belfast to lead a public-facing team at Parliament Buildings. The role involves welcoming visitors, managing tours, coordinating events, and ensuring high-quality service and adherence to policies.

You will work on-site, with a 37-hour week and a contract running until 30 June 2027, involving overtime and occasional public holidays. Training includes First Aid, Fire Safety, and safeguarding modules.

Qualifications

• Primary degree with 2.2 classification in any subject.
• Two years' experience in a public-facing or customer-service role.
• Experience leading, training and developing a team of staff.

Responsibilities

• Welcome visitors to Parliament Buildings and assist with access requirements.
• Support the Visitor Experience Manager with day-to-day team management.
• Provide leadership and training to Visitor Experience Officers to ensure high-quality service.
• Manage the tour programme and ensure cover for public, private, and VIP tours.
• Oversee reception and provide cover as needed; liaise with event organisers.

Skills

Customer service

Team leadership

Communication skills

Public facing

Education

Bachelor's degree (2:2)

Tools

Microsoft Office

Job description

Temporary Visitor Experience Supervisor

Location: Belfast
Salary: £36,122 per annum
Working Pattern: Full-time, 37 hours per week (Monday to Saturday, 8.00am-6.00pm) Working hours will be dictated by the mode of operation of the Northern Ireland Assembly (the Assembly) and will involve work into late evenings and on occasion, public holidays. You will also be required to work such additional hours as may from time to time be reasonable and necessary for the efficient performance of your duties. The Assembly Commission will provide at least 10 working days' notice of your work pattern for each week. As far as reasonably possible, you will be provided with 3 working days' notice of required overtime.
Contract: Until 30th June 2027
Work Arrangement: On-site

About the Role:

We are recruiting a Temporary Visitor Experience Supervisor to join a dynamic public-facing team based in a prominent public institution. This role is ideal for someone who thrives in a customer-focused environment, enjoys engaging with the public, and can provide high-quality support across a wide range of visitor services and events.

Uniform:

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

Training:

You will be required to undertake and successfully complete both initial First Aid, Fire Safety and Fire Evacuation training courses which will include using the designated fire elevator and evacuation chairs, and as part of regular refresher training thereafter. This training is mandatory for Visitor Experience Team Members. You will also be required to complete training in relation to the Assembly Commission's Safeguarding and Child Protection Policy.

Key Responsibilities Include:

As a Visitor Experience Supervisor, and member of the Visitor Experience team, your duties will include:

• 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.

Essential Criteria:

Applicants must, by the closing date for applications have:

1. 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:
2. 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.
3. Experience of effectively leading, motivating and developing a team of staff , to include induction, training and performance management of direct reports.
4. 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.
5. 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.

For more information, please contact Jamie Gault today. IND01