Visitor Services Assistant

The Royal British Legion; West Midlands; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Employee Assistance Programme (EAP)

Pension scheme

28 days' holiday per year

Uniform provided

Job summary

National Memorial Arboretum in Burton-on-Trent is seeking a Visitor Services Assistant to welcome guests, answer questions, and help visitors navigate the site with a friendly, professional approach. You'll operate admission tills, handle payments, promote tours and events, support Welcome Desk volunteers, and ensure the visitor operation runs smoothly throughout the day, even during busy periods.

Experience in customer service or retail is useful; attitude matters, reliability, and ability to

Qualifications

• Experience in customer service or retail is useful.
• Attitude: friendly, reliable, and professional in all interactions.
• Ability to stay calm and adapt quickly in busy periods.
• Willingness to engage with visitors from diverse backgrounds and provide assistance.

Responsibilities

• Welcome visitors at the admission point and answer questions.
• Operate admission tills, handle payments and cash accurately.
• Promote tours, walks, events, guidebooks, and donations.
• Support and guide Welcome Desk volunteers to maintain high service standards.
• Help visitors find their way around the Arboretum and assist with needs.

Skills

Customer service

Cash handling

Communication skills

Friendly and professional

Tools

Cash register

Job description

About The Role

As a Visitor Services Assistant at the National Memorial Arboretum, you'll be one of the first people visitors meet and an important part of how they experience the site. From welcoming people at the admission point and answering questions, to helping visitors find their way around and making sure they have everything they need during their visit, you'll be a familiar and approachable presence across the Arboretum. No two days will be quite the same, and you'll need to be comfortable moving between different tasks, dealing with a wide range of people and responding to whatever the day brings.

Come and be part of the leading Armed Forces charity, making a difference to the lives of those who have served to keep us safe and protect our way of life.

The role combines customer service with a strong commercial focus. You'll help visitors make the most of their time at the Arboretum while also promoting tours, walks, events, guidebooks, car parking and opportunities to donate through Gift Aid. You'll operate the admission tills, handle payments and cash accurately, and play your part in ensuring the visitor operation runs smoothly throughout the day. You'll also support and guide our Welcome Desk volunteers, helping them deliver the high standard of service visitors expect. We're looking for someone who is confident speaking to people, listens properly and can use their judgement when a visitor needs extra support or when a situation needs to be dealt with quickly.

This is a role for someone who takes pride in getting the details right but is equally happy to roll up their sleeves and get involved. You'll need to stay calm when things are busy, adapt quickly when priorities change and work well with colleagues across the Arboretum. Experience in customer service or retail would be useful, but just as important is your attitude: you'll be friendly and professional, reliable, confident dealing with people from all backgrounds and able to handle sensitive situations with care. If you enjoy working with people, like having a varied day and want to be part of a team that helps make every visit to the National Memorial Arboretum a good one, we'd like to hear from you.

Please note that this role will be based onsite at the National Memorial Arboretum, Burton-on-Trent DE13 7AR

Employee benefits include -

• Employee Assistance Programme (EAP)
• Pension scheme subject to eligibility
• You are entitled to 28 days' holiday per holiday year, including bank and public holidays. Your entitlement will be calculated on a pro rata basis, depending on the number of hours that you work.
• Uniform will be provided (where applicable).

For more detailed information about the role, please see the Job Description attached to our direct advert. Our teams take a personalised approach to shortlisting, which is carried out without the use of AI and is based on the evidence provided in your application against the essential and desirable criteria in the Person Specification.

RBL is committed to creating a diverse and inclusive organisation, reflecting the diversity of the armed forces community and of wider society. We welcome applications from people of all backgrounds and personal characteristics.

As part of our commitment to inclusion, we offer guaranteed interview schemes for candidates who declare an Armed Forces connection and/or a disability. However, candidates are only eligible for this scheme if their application clearly demonstrates that they meet all of the essential criteria listed in the Person Specification for the role.

We may close this vacancy early if we believe we have enough strong applications to be able to successfully fill the role(s). Interested candidates are encouraged to apply as soon as possible.

If you require the job advert or job description in an alternative format, please contact 0808 802 8080.

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About Us

Since 1921, the Royal British Legion has been dedicated to supporting members of the Armed Forces community, and we will continue to be there for as long as we are needed, ensuring their unique contribution is never forgotten.

As the UK's largest Armed Forces charity, we are proud to have over 180,000 members, 110,000 volunteers, 1,900 employees, and a wide network of partners and charities working together to provide lifelong support, whatever the need and whenever it is required.

We are committed to supporting our people through flexible and hybrid working where possible, a strong focus on wellbeing, and opportunities to develop skills and grow careers while making a meaningful impact.

Visit our Careers Page to discover more about the Royal British Legion, including our departments, employee benefits, values, candidate guidance, and the strategy that underpins our work and impact.