Visitor Experience Team Leader

On-site in London·Part-time·Added yesterday (last checked 6 Nov)

National Portrait Gallery

1 open role

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Our summary

Salary: £32,926 a year
About £2,270 a month after tax.
Work mode: On-site, London
Contract: Part-time
Closing date: Apply by Sunday 22 November
Holiday: 27 days holiday + bank holidays

Skills

First Aid

Nice to have

Fundraising

Requirements

What we're looking for

A flexible approach to work and a willingness to support the wider team to achieve collective goals.
Well organised with the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines while staying calm under pressure.
Able to assess situations, use discretion and judgement to find solutions to problems.
Calm and confident in dealing with emergency situations.
Able to handle customer complaints with ease and authority.
Able to lead and motivate others to achieve collective goals.
Excellent written communication and interpersonal skills with the ability to deal effectively and confidently at all levels, internally across departments and with external contacts.
An ability to provide briefings to large groups of staff and to draft reports.
Flexibility in relation to working hours, including a regular need to be on site during evenings and weekends.
Enterprising with a willingness to maximise opportunities for income generation in the Gallery.
An interest in and commitment to the work of the Gallery.
A strong commitment to equality and diversity with the ability to balance differing needs.
The post is subject to a Basic Disclosure and Barring Service (DBS) check.

Pay & benefits

What you'll get

Salary: £32,926.40 FT equivalent per annum

Contract Type: Permanent, part time - minimum hours of 15.81 to 17.88 hours per week

Generous pension scheme
27 days annual leave allowance, in addition to bank holidays
Interest free season ticket and bicycle loans
Rental deposit scheme
Membership of the Civil Service Sports & Leisure club
Access to independent, low cost healthcare schemes
Employee assistance programme
Free entry to many UK museums, galleries and exhibitions
Staff discounts on purchases in online shop
Professional & personal development opportunities

Closing date for returned applications is 23:59pm on Sunday 22nd November 2026.
First round interviews will take place on week commencing 23rd November 2026.
Please indicate on the notes section of your application form, if you will be unable to make these dates.

The role

Job title: Visitor Experience Team Leader

What you'll do

Visitor Experience Team Leaders play a critical role delivering the Gallery's Visitor Experience strategy through day-to-day management of the Gallery site and Visitor Experience team. In this role you will act as a Duty Manager on a rotational basis, taking overall responsibility of the safety and security of Gallery visitors, staff and our Collection during opening hours.

As a Visitor Experience Team Leader you will have line management responsibility for a team of Visitor Experience Assistants.

Act as Duty Manager on a rotational basis, taking overall responsibility for safety, security and visitor care during opening hours. This will require you to spend the majority of your time in the Galleries and public areas.
Act as the Incident Controller during emergency situations, being responsible for the critical responses of staff regarding visitors, staff and the Collection.
Act as the primary first aid responder when Duty Manager, liaising directly with emergency services as required.
Create and deliver daily briefings to all team members, ensuring that information is clear and accurate. Working closely with colleagues in the Gallery's Learning, Exhibitions, Communications, and Curatorial teams to ensure all activity is communicated.
Act as Duty Manager for Gallery events, including outside of public opening hours as and when required.
Support the Visitor Experience Manager to ensure that Visitor Experience standards are upheld throughout all visitor facing teams across the Gallery site at all times.
Support the Ticketing Operations Manager in the effective operation of the Gallery's Ticket Desk, Cloakroom, and Exhibition ticket collection.
Support the Senior Retail Manager to ensure retail staff are supported, and the retail operation runs efficiently on site, troubleshooting problems in the absence of retail management.
Support the Visitor Experience Manager in the programming and delivery of Visitor Experience led talks and tours.
Work closely with the Operations Coordinator to ensure all visitor facing positions are appropriately resourced at all times, including Gallery events.
Take a proactive and confident approach to fundraising and income generation by promoting donations, memberships, and cross selling commercial offers wherever possible.
Ensure high standards of presentation at all times, taking action to troubleshoot technical, maintenance and cleaning issues and escalating to other departments where appropriate.
Support the Gallery's Exhibition and Collection teams in maintaining exhibition and collection displays. Lead Visitor Experience team to recognise and report issues appropriately to ensure issues are resolved quickly and efficiently.
Support the Volunteer Coordinator in the daily supervision of Visitor Experience Volunteers.
Work closely with the Senior Security & Fire Safety Manager to ensure security staff are kept well informed, adhere to Visitor Experience standards, and respond appropriately to incidents and emergencies.
Be responsible for the ongoing performance management, support and professional development of a team of Visitor Experience Assistants
Support Visitor Experience Manager with recruitment, induction and training of new team members.
Support the Commercial team in responding to incidents, complaints and technical problems in the Gallery's three catering areas. Liaise directly with catering operator managers to ensure Visitor Experience standards are upheld through the Gallery's third-party catering operators.
Ensure the Gallery's Vision & Values are at the core of all Visitor Experience team activity at all times, embedding them into all training, performance management and visitor facing activity.
Act as a champion for the Gallery's Equality, Diversity and Inclusion strategy. Ensure that Gallery remains welcoming and accessible to all visitors through the daily operation of the building and interaction with visitor facing staff.

The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role

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