Visitor Welcome First Line Manager
The British Museum Closing date: Wed, 06 May 2026
- Full time
- £30k-£40k
- Apply now
Fri, 01 May 2026 "> published -
Job Summary
Job Description
You will lead frontline visitor welcome teams, ensuring every visitor receives a warm, informative and safe experience. This is a highly visible role that combines people leadership, operational delivery and visitor engagement in a fast paced, dynamic environment welcoming millions of visitors each year.
This is an exciting opportunity for someone who thrives on balancing people and operational management, while prioritising visitor experience and everybody's health and safety.
Job Requirements
-Customer service-related qualifications such as a Level 2 NVQ in Customer Service or Level 2 Award Welcome Host (or equivalent).
-A valid SIA licence is required for the role, however, we will provide training for this should you not already have this.
-Experience of managing others in line with operational procedures, ideally in a busy visitor environment within a similar institution.
-Strong customer service background with experience of handling complaints and challenging situations.
-Experience of cash handling and reconciliation.
-Excellent communication and interpersonal skills and confident with employee management.
-Ability to prioritise and remain calm and decisive under pressure, including during emergencies.
-Confident using IT systems and producing written reports
-Physically able to undertake an active role involving significant walking and standing
Job Responsibilities
People Leadership:
-Line manage and motivate a large frontline team, delivering excellent customer service standards.
-Communicate effectively with your team through regular briefings, meetings and debriefs.
Operational Delivery:
-Plan and deploy staff effectively across welcome desks, ticketing points, cloakrooms and public areas.
-Ensure smooth running of sales, booking and cash-handling operations, with responsibility for reconciling significant daily takings.
-Respond confidently to complaints, incidents and emergency situations in line with procedures.
Visitor Experience:
-Champion a welcoming, inclusive and engaging visitor experience.
-Encourage visitor feedback and contribute to continuous service improvement.
Health, Safety and Security:
-Ensure the safety of visitors, staff and collections through active supervision and compliance with procedures.
-Act as a first aider when required (training provided/maintained).
Useful Links
Job Overview
- Job Title: Visitor Welcome First Line Manager
- Salary: £30k-£40k
- Hours: Full time
- Artform: Museums
- Role: Customer Service
- Contract: Permanent
- Closing date: Wed, 06 May 2026
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Location:
| view on Google MapsLondon
Job: Visitor Welcome First Line Manager
Job: Visitor Welcome First Line Manager
Organisation: The British Museum
Postcode: WC1B 3DG
How to Apply
All applications should be made through the British Museum website.
- Contact name: Anna George
- Contact email: [email protected]
About The British Museum
Founded in 1753, the British Museum was the first national public museum in the world. From the outset it was a museum of the world, for the world, and this idea still lies at the heart of the Museum's mission today. The collection tells the stories of cultures across the world, from the dawn of human history, over two million years ago, to the present.