Visitor Experience Assistant

Hours per week: Annualised hours - part time (you will work on average 18.75 hours per week)

As part of the Glow Wild program, the Wakehurst Visitor Centre has two part-time fixed-term posts available, working between three to five days per week (6.25hrs to 7.5hrs per shift). Weekend and Bank Holiday working is required as part of this role.

Wakehurst's Glow Wild event runs from the 26th November 2026 to the 2nd January 2027. The event is open to 10pm, so regular evening work up to 10.30pm will be required for the role.

Wakehurst closes on Christmas day, but you should expect to work a combination of shifts over the Christmas and/or New Year periods.

Candidates will have experience of working in a fast-paced Retail or Customer facing environment and be able to demonstrate strong customer service skills.

They will be experienced in achieving targets and KPI's and working alongside colleagues and Managers to maximise the revenue generated for Wakehurst.

Interviews will take place at the Wakehurst Visitor Centre on 22 October.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world's plants and fungi.

The salary for this position is £26,119 per annum (pro rata) [Grade 1a]

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

If you are interested in this position, please submit your application through the online portal, by clicking "Apply for this job".

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.

Job Profile
Section 1: Job Description
Job Title: Visitor Experience Assistant - Glow Wild
Retail Support
Job family:
Band: Grade 1a (Enterprises) Section/Dept: Visitor Experience & Commercial
Directorate: Wakehurst No. of Indirect Reports: None
No. of Direct Reports: None
Reports to (Position): Deputy Visitor Centre Manager/s
Job Purpose
Securing long- term financial health underpins all of RBG Kew's ambitions and a key theme of Kew's corporate
strategy is to support the growth of self-generated income. The Visitor Experience Assistant role will support the
efficient running of the Visitor Centre operation on a day-to-day basis delivering exceptional customer service,
ensuring high standards of presentation are maintained and that sales targets (inc. admissions, retail, and
membership) are consistently met and exceeded.
Job Context
Royal Botanic Gardens Kew is the world leader in botanic science and conservation, with two leading visitor
attractions: The Royal Botanic Gardens Kew and Wakehurst. Wakehurst is Kew's wild botanic garden in Sussex and
one of the South East's leading visit or destinations, with over 500 acres of formal gardens and designed landscapes,
wild woodlands, and a tranquil nature reserve. It is also home to the world-leading Millennium Seed Bank, a Site of
Special Scientific Interest (SSSI), an Elizabethan mansion and a plant collection of rarity, beauty, and scientific
purpose.
This role is within the Wakehurst, Visitor Experience & Commercial Team, responsible for ensuring a seamless,
consistent, and high-quality experience for all visitors to Wakehurst as well as being directly responsible for
commercial growth. Reporting into the Deputy Visitor Centre Manager/s, this role will be accountable for ensuring
high standards of customer service and presentation are maintained as well as driving sales to ensure that income
and KPI targets are delivered.
As part of this role, late-evening, weekend and Bank Holiday working will be required.
Accountabilities
1.
Customer Service
• To proactively advise and assist visitors with all enquiries ensuring an exemplary level of
customer service is maintained at all times.
25%
2.
Admissions
• Acting as the first point of contact, provide a warm welcome to all staff, visitors, and
contractors to Wakehurst and ensure an effective and efficient visitor admissions service.
15%
3.
Retail
• Support the delivery of retail sales and KPI targets by proactively advising and assisting
customers as well as presenting the retail offer to the highest standard in accordance with
agreed merchandising standards, creating commercial and inspiring displays.
15%

Job Profile
4.
Membership
• To provide accurate and informative advice to visitors on the features and benefits of
Wakehurst membership and to upsell in order to meet membership sales and KPI targets.
15%
5.
Site Knowledge
• To actively seek out and share information relating to activities and events taking place at
Wakehurst as well as information relating to Kew Gardens visitor experience.
10%
6.
Visitor Operations
• Assist in all aspects of the visitor operation in an efficient and accurate manner including
the processing of deliveries, customer transactions, cash handling and banking.
15%
7.
Health, Safety & Security
• To comply with all RGB Kew and Wakehurst policies and procedures, legal requirements,
manual handling and health and safety guidelines.
5%
8.
Teamwork
• Liaise closely with the rest of the Visitor Experience & Commercial team and support
management as required.
Section 2: Person Specification
Education and Experience
Essential
Experience of working within a customer facing role at a large visitor destination
Proven ability to work as part of a team as well as independently using own initiative
Experience of working to and delivering sales and KPI targets
Practical experience of working in a fast paced, front-line customer focused environment
Strong numerical and analytical skills
Desirable
Previous retail and/or membership sales experience
H&S qualification, e.g. IOSH, First Aid
Job Specific Competencies
Essential
Strong verbal and written communication skills
Demonstrate a professional, enthusiastic, and flexible approach
Strongly customer focused with clear ability to deliver high levels of customer service.
Ability to be responsive to challenges and work with energy, pace, and passion