Visitor Services Assistant

Royal Collection Trust; Windsor; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

25 days annual leave

Pension plan 15%

Complimentary lunch on-site

Parental pay and volunteering days

20% discount at Royal Collection Trust

Complimentary admission tickets

Job summary

Royal Collection Trust in Windsor is seeking friendly Visitor Services staff to welcome visitors, answer questions, and provide information to enrich the visit.

You will engage guests with tours and insights into the Royal Collection while maintaining high standards of care, safety, and accessibility. Teamwork, calm under pressure, and a commitment to exceptional service are essential.

Qualifications

• Experience in customer service is preferred.
• Strong communication and interpersonal skills are essential.
• Ability to work as part of a team in a fast-paced environment.

Responsibilities

• Provide a warm, professional welcome to all visitors, assisting with tickets, directions, and general enquiries.
• Engage visitors with insightful information about the Royal Collection and Palaces through conversation and guided tours.
• Ensure all areas are clean, safe, and beautifully presented, reporting any issues promptly to maintain high standards.
• Carry out security procedures, including bag searches and cloakroom duties, to protect both visitors and exhibits.
• Support accessibility by offering assistance and services to visitors with disabilities, ensuring an inclusive experience.
• Respond to incidents or emergencies calmly and effectively, following safety procedures and assisting with evacuations when required.

Skills

Customer service

Communication

Teamwork

Adaptability

Job description

It’s starting everyday conversations in magnificent surroundings.

It’s inspiring people to learn something new. And it’s about working as a team to bring this unique collection to life. This is what makes working for Royal Collection Trust so special.

Every year millions of people from around the world visit Windsor Castle Joining an enthusiastic team, with a real passion for customer care, you’ll be engaging with every visitor who comes through the door.

Helping to make their experience unforgettable, you’ll greet visitors with a friendly and warm welcome.

Not only will you answer their questions and provide information to enrich their visit, for some of our visitors your challenge will be to devise, and deliver, first-class guided tours. and in everything you do, you’ll aim for the highest possible standards of visitor care and security.

Key Responsibilities:

• Provide a warm, professional welcome to all visitors, assisting with tickets, directions, and general enquiries.
• Engage visitors with insightful information about the Royal Collection and Palaces through conversation and guided tours.
• Ensure all areas are clean, safe, and beautifully presented, reporting any issues promptly to maintain high standards.
• Carry out security procedures, including bag searches and cloakroom duties, to protect both visitors and exhibits.
• Support accessibility by offering assistance and services to visitors with disabilities, ensuring an inclusive experience.
• Respond to incidents or emergencies calmly and effectively, following safety procedures and assisting with evacuations when required.

Contract options and hours:

We have full-time positions (37.27 hours per week) and part-time positions available. In your application, please specify whether you would like to be considered for a full-time role, a part-time role, or both.

• With friendly professionalism and the ability to communicate well with all kinds of people, you’ll excel in Visitor Services.
• You’re an exceptional team player, readily adapting in the moment to support others, and remaining calm and proactive even when things get busy.
• You’ll also be able to think on your feet, a key skill, considering you’ll never know what the next question may be.
• And, above all, you know what it takes to create the kind of customer experience that leaves the lasting and positive impression.

This is your opportunity to use your customer service skills to deliver the exceptional and experience working as part of a team in a unique and historic setting.

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

• Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.
• Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.
• We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.
• Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

Find out more about the full range of benefits available to our employees here.