Job description

Job title: Visitor Experience Host 

Salary: £13.85 per hour, London Living Wage, plus opportunity to join one of two pension schemes

Working hours: Permanent or casual, dependent on agreed terms 

We are currently seeking 

2 x Casual Visitor Experience Host

2 x Contracted Visitor Experience Host:

10.5 hours per week-Tuesdays 11:00 - 17:30 & Fridays 09:30 - 15:30

12.5 hours per week-Thursdays 11:00 - 17:30 & Saturdays 9:30 - 17:30

Reporting line: Assistant Visitor Experience Manager

Works closely with: Visitor Experience Manager and Visitor Experience Team Leader

Job purpose

To work as part of a team to deliver an outstanding experience for every visitor at the Museum of the Home. You will provide every visitor with a welcome, using conversation to help visitors understand what makes the subject of ‘Home’ so special.

To support the Museum’s fundraising and commercial activity through the promotion of donations, the sale of products in the Museum shop and event tickets.

To maintain a safe and secure environment for our visitors, collections, staff and volunteers.

Our values, and how they are represented in this role, you must be:

Bold – In trying new things, taking action and fighting for change on issues affecting how we live

Kind – Be friendly and considerate in all actions

Eco-Active – Embed climate action in all decision making and encourage visitors to make eco-minded decisions at home

Equitable – Allocate time, resources and care equitably, and always act transparently, ethically and inclusively

Main responsibilities

Maintain a safe and secure environment:

• Invigilate and patrol gallery spaces and collection objects
• Report and escalate accidents, safeguarding and security incidents as they arise
• Assist in the evacuation of all public spaces during emergencies
  
• Manage the flow of visitors between gallery spaces

Work as part of a team to deliver an outstanding experience for every visitor:

• Welcome visitors to the Museum and help them get the most out of their visit by providing information and support throughout their visit
• Communicate with colleagues to ensure the smooth daily operation of public spaces
• Encourage visitor feedback and support the wider improvement of visitor satisfaction
• Attend training throughout the year, including team training on Mondays

Support the Museum’s fundraising and commercial activities:

• Proactively ask visitors to make donations to the Museum, to support the work of the Museum
• Operate the till and ticketing system; sell event tickets
• Encourage visitor engagement with our shop, events and venue hire spaces
• Support the running of commercial events and private hires
• Occasionally provide Retail cover

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may be reasonably required.

Key Performance Indicators (KPIs)

• Excellent visitor satisfaction and feedback
• Contributing to team fundraising and commercial targets
• Building strong working relationships with teams across the organisation

Skills/Knowledge/Experience/Personal attributes:

Essential:

• Providing excellent service to visitors /audiences in a busy environment
• Ability to communicate effectively with diverse audiences, verbally and through listening
• Ability to work well independently and with others
• Strong attention to detail
• Able to use initiative to respond to unexpected challenges
• Interest in the subject of Home
• Making a proactive contribution to Museum fundraising targets

Desirable:

• Operating a till or using a ticketing system
• Engaging conversationally with groups of people of all sizes
• A passion for making our stories and collections accessible to all
• An interest in working in the cultural sector
• Basic administrative and IT skills (Microsoft Outlook, Word, Excel)
• Sales skills

Other requirements

This role will require a DBS clearance.

A DBS criminal record check at the appropriate level will be required before the successful candidate can start work. Please let us know if you are already on the update service https://secure.crbonline.gov.uk/crsc/check?execution=e1s1

We welcome applications from all sections of the community and are committed to maintaining an inclusive working environment, with a diverse workforce. We value individuality, equality and representation and appoint on merit.

This role requires weekend working, bank holidays and occasional evening work offered.

Working to make Museum of the Home an amazing place to work.

Benefits

We aim to provide a stimulating working environment for everyone in the team. You’ll be working alongside great colleagues and in a beautiful Grade I listed building. You are also entitled to other employment benefits when you join us:

• 25 days paid holiday per year (increasing by one day per year, up to 30 days), plus bank holidays (FTE)
• Membership to one of two pension schemes
• Staff discount in our shop and on-site café
• Free access to many exhibitions, museums and art galleries in London
• Enhanced sick pay and family leave
• Cycle to work scheme
• Season Ticket Loan
• A confidential Employee Assistance Programme
• Free tea and coffee

We also have various groups for staff to join:

• Wellbeing forum
• Climate Action Group
• Equity Action Group

Interviews: 20 & 21 May (in person at Museum of the Home)

Start date: June 2025