Visitor Experience Team Leader | Full time

Organisation: National Museums Scotland

Salary: £25,076 - £27,027 per annum

Location: East Fortune Airfield, East Lothian. EH39 5LF

National Museums Scotland is one of the leading museum groups in Europe with one of the largest and most diverse collections in the world!

We are looking for enthusiastic, passionate, honest, service-driven individuals to join our team.

Benefits of joining us as our Visitor Experience Team Leader will include:
• Civil service pension (26.6% employer contributions!)
• Generous Annual leave (28.5 days – rising to 33.5 after 5 years) as well as an
additional 8 days public holidays! (Pro rata where applicable)
• Cycle to Work scheme
• Free access to national (and international) museums and exhibitions!
• Exclusive discounts on both local and national High Street and online retailers

About the Visitor Experience Team role:
Working at the National Museum of Flight in East Lothian you will provide a 5 Star customer experience for all of our visitors by leading a team of Visitor Experience Assistants by example, encouraging them to have a strong customer focus in all that they do.

As Visitor Experience Team Leader with National Museums Scotland you will:
• Lead and motivate the Visitor Experience Assistant team at the National Museum of
Flight to deliver an excellent visitor experience which is welcoming and enables
visitors to get the most out of their visit.
• To support management in ensuring that high standards of visitor engagement are
delivered, and that staffing resources are maximised to enable their full potential to
be utilised in a cost-effective manner.
• To maintain a regular and prominent ‘on the floor’ presence on a daily basis,
anticipating the needs of visitors and the Visitor Experience Assistant team.
• To act as Duty Manager for the site when required, produce staff rosters and
undertake cashing up, operation of the ticketing and retail system, admission and
income reporting and reconciliation of donations, and to deal with any
emergencies and security incidents or accidents that may occur.
• To contribute to the review and updating of standard operating procedures as
required and to contribute to the development of staff and provide coaching where

Skills and experience we’re looking for in our Visitor Experience Team:
• Able to find creative and innovative solutions to challenges
• Able to anticipate the needs of the Visitor Experience Assistant team in undertaking
their roles and provide the appropriate level of support
• Highly organised with the ability to prioritise, co-ordinate and delegate tasks in
order to meet deadlines while staying calm under pressure.
• Experience of working in a museum or visitor attraction in the area of Visitor
Services or similar environment in a visitor/ customer services role.
• Experience of Health and Safety and security of visitors, staff and buildings.
• Good presentation skills, able to talk confidently and with authority to visitors and
other key stakeholders
• Ability to respond to complaints, taking ownership and prompt but appropriate
action to resolve any issues.
• Friendly, warm and genuine approach to people.

For us, hiring the right person for the right job is everything to us. We want to encourage you to apply if you think this is the role for you!

Please visit our website, download the full recruitment pack for further details, download and complete the application form and apply via our site.

Application Deadline: Sunday 06/08/2023