Visitor Experience Assistant
The National Archives
Apply before 11:55 pm on Sunday 14th July 2024
Details
Reference number
360005
Salary
£24,560
per annum, pro rata
A
Civil Service Pension with an average employer contribution of 27%
GBP
Job grade
Administrative Officer
Contract type
Permanent
Business area
TNA - Public Engagement - Visitor Experience
Type of role
Other
Working pattern
Flexible working, Job share, Part-time
Number of jobs available
1
Contents
Location
London, London (region), TW9 4DU
About the job
Job summary
Our site at Kew is free and open to all. Our ambition is to change the way people think about archives, to encourage engagement at all levels and to increase the number of visitors to our building and outdoor spaces. In addition to meeting the needs of researchers and historians, we have a growing exhibition and events programme targeting the wider public and families.
In order to make all our visitors feel more welcome, we want to change our approach to how we interact with them on site. This new role will help ensure that visitors to The National Archives receive a friendly welcome when they arrive, assistance during their visit, and a similarly warm farewell when they leave. Visitor Experience Assistants will meet and greet visitors; they will proactively explain what might be of interest to the visitor throughout their visit and will answer any questions that the visitor might have. They will also support the visitor experience in other ways, such as giving tours of the exhibitions and displays, as we develop our offer for the public.
The main focus of this role is to proactively provide excellent service to visitors to The National Archives and ensure that they have a positive and memorable experience.
You will be energetic, enthusiastic and passionate about meeting new people of all ages and explaining how The National Archives is relevant for them.
You’ll be responsible for answering queries and making sure that visitors can find everything they need for their visit. You’ll help them understand what makes archives special, and why we (and our collection) play such an important role in telling the nation’s stories.
You will help to promote our public programming activities to visitors, encourage them to stay in touch (by signing up to our mailing list and following us on social media), and suggest that they tell their friends and family about their visit.
You will take part in the delivery of our public programming activities, including tours of our exhibitions and the building more generally, and support our exhibitions through ticketing, some invigilation, ensuring the displays and exhibits are in good order every day and that the building is tidy and presented with pride. You will also work in our shop on occasion to support our retail team.
In order to make all our visitors feel more welcome, we want to change our approach to how we interact with them on site. This new role will help ensure that visitors to The National Archives receive a friendly welcome when they arrive, assistance during their visit, and a similarly warm farewell when they leave. Visitor Experience Assistants will meet and greet visitors; they will proactively explain what might be of interest to the visitor throughout their visit and will answer any questions that the visitor might have. They will also support the visitor experience in other ways, such as giving tours of the exhibitions and displays, as we develop our offer for the public.
The main focus of this role is to proactively provide excellent service to visitors to The National Archives and ensure that they have a positive and memorable experience.
You will be energetic, enthusiastic and passionate about meeting new people of all ages and explaining how The National Archives is relevant for them.
You’ll be responsible for answering queries and making sure that visitors can find everything they need for their visit. You’ll help them understand what makes archives special, and why we (and our collection) play such an important role in telling the nation’s stories.
You will help to promote our public programming activities to visitors, encourage them to stay in touch (by signing up to our mailing list and following us on social media), and suggest that they tell their friends and family about their visit.
You will take part in the delivery of our public programming activities, including tours of our exhibitions and the building more generally, and support our exhibitions through ticketing, some invigilation, ensuring the displays and exhibits are in good order every day and that the building is tidy and presented with pride. You will also work in our shop on occasion to support our retail team.
Job description
Full job description attached (see below).
Person specification
As this is a new role, and as our public offer expands, there may be other front of house duties that will be needed as required.
We’ll provide the training that you need (including familiarisation with some of the most common issues reported by visitors), as well as branded apparel.
Please note that this vacancy is part time only (3 days per week).
This role requires on site presence and is not suitable for home working.
How to apply:
If you are an internal applicant: please do not use the link on this page. Please apply via your employee Workday account.
If you are an external applicant: to submit your application please click the 'Apply at advertiser's site' button on this page.
You will be asked to provide details of your work experience and write a personal statement. In your personal statement please explain, using examples, how you meet the essential criteria given below. You may draw on knowledge, skills, abilities, experience gained from paid work, domestic responsibilities, education, leisure interests and voluntary activities. Please note selection for interview will largely be based on the information you provide in this section.
Essential criteria:
- Energetic, friendly, enthusiastic and passionate about meeting new people of all ages, with a genuine enthusiasm for working with people
- A can-do attitude
- Ability to adapt as situations demand, for example being proactive and fleet-of-foot during busy periods, but also taking the initiative during quieter times to think of new ways to enhance the public experience of our building
- Excellent customer service and communication skills
- Willingness to learn new skills and acquire role-specific knowledge
- Ability to work well in a team
Desirable criteria:
- Previous experience in a customer service role in a heritage or visitor attraction location
Benefits
Alongside your salary of £24,560, The National Archives contributes
£6,631 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
Generous benefits package, including pension, sports and social club facilities, onsite gym, discounted rates at our on-site cafe and opportunities for training and development.
Any move to The National Archives from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk;
Any move to The National Archives from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk;
Things you need to know
Selection process details
Reasonable adjustments:
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
- Contact The National Archives via careers@nationalarchives.gov.uk as soon as possible before the closing date to discuss your needs
- Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the
Civil Service People Plan (opens in a new window)
and the
Civil Service Diversity and Inclusion Strategy (opens in a new window).
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available.
You may want to save a copy for your records.
Contact point for applicants
Job contact :
- Name : The Recruitment Team
- Email : careers@nationalarchives.gov.uk
- Telephone : 02039855979
Recruitment team
- Email : careers@nationalarchives.gov.uk
Further information
If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact The National Archives via email: careers@nationalarchives.gov.uk If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission at http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/
