Visitor Experience Assistants

Are you passionate about delivering outstanding customer service and creating memorable experiences for visitors? Do you enjoy engaging with people, working in a fast-paced environment, and being part of a welcoming front-of-house team at a world-class museum?

About us

The Science Museum Group cares for one of the world's most significant collections of science, technology and industrial heritage. At the National Railway Museum in York, we welcome millions of visitors each year, connecting people with stories of innovation, engineering and social change. Our Visitor Experience team plays a vital role in ensuring every visitor feels welcomed, informed and inspired throughout their visit.

We are now looking for
Visitor Experience Assistants
to join our Operations team at the National Railway Museum, York. These permanent roles support the day-to-day running of the museum, across galleries, entrances and paid-for experiences, helping us deliver industry-leading visitor care.

About the role

As a Visitor Experience Assistant, you will be the friendly and helpful face of the museum, supporting visitors from the moment they arrive through to the end of their visit. You will work across a variety of front-of-house areas including the museum entrance, ticket desks, visitor fundraising, car park, galleries and immersive experiences such as the Flying Scotsman Virtual Reality Experience and Wonderlab: The Bramall Gallery.

You will deliver high standards of customer service, process sales and cash handling, proactively promote museum experiences, and engage visitors with our stories and collections. This is a varied, operational role where flexibility is essential; no two days will look the same, and duties will be determined by visitor needs and operational priorities. Occasional outdoor work and participation in evacuation and incident response procedures form part of the role.

We have a range of permanent contracts available, including rotational, fixed-weekly and casual working patterns. Working hours are typically scheduled between 9:00-17:30, with weekend working required and occasional evening shifts to support events.

About you

We are keen to hear from people who enjoy working with the public and take pride in providing excellent service.

You will bring:

• A strong commitment to delivering high-quality customer service.
• The ability to use initiative, solve problems and act confidently in the moment.
• Strong communication skills and the ability to engage with a wide range of visitors.
• The ability to work collaboratively within a diverse team, as well as independently.
• A willingness to learn key information and share it through conversations, talks, demonstrations and experiences.
• Confidence in handling sales, cash and front-of-house systems.
• An awareness of health, safety and security, and the ability to identify and manage risks.
• A conscientious, punctual and reliable approach to work.
• A values-driven mindset and a commitment to inclusion and openness.

Experience in customer-facing, retail, hospitality, leisure or cultural settings is beneficial but not essential, as full training will be provided.

Applying

View the Vacancy Information Pack listed under 'Attachments' on the vacancy listing on our website for full details of the role, available contracts and the application process, or click 'Apply Online' to submit an application. As part of your application, you will be asked to indicate which contract types or working patterns you are interested in.

What we offer

Working with a world-leading museum group that offers access to truly unique environments and collections, you'll benefit from the perks listed below, as well as full support for life events such as parental and adoption leave, sickness, and career breaks.

• Meaningful work
  . We're a mission-led organisation where the work you do supports us in Inspiring Futures.
• Career growth
  . We offer enhanced support with personal and professional development.
• Work/life balance
  . We offer 27 days annual leave in addition to bank holidays, along with flexible policies which support you and your home life.
• Health & Dental Insurance
  . Extra peace of mind, from day one.

All our colleagues can access an
employee assistance programme
, access to the Unmind app, and other wellbeing support.
- Colleague networks
. Our colleague-led networks provide spaces to connect, share experience and build community.
- Enhanced contributory pension
. To support you in saving for the future.
- Interest-free loans
. When you need a little extra financial support.
- Great discounts
. Free entry to exhibitions, discounts in our shops and cafés, and access to other museums in the NMDC network.

Open for All
is one of the Science Museum Group's five core values and sets out our important aspiration to be a place for everyone. We are working hard to understand our organisation better and to develop a culture that recognises and values different backgrounds, mindsets, skills, experience, knowledge, and expertise. By having greater diversity, we believe that we will be a stronger and better organisation, capable to continue to Inspire Futures.