• Openness 
• Generosity  
• Innovation 
• Curiosity 
• Playfulness 

• Be open and generous in spirit and action. 
• Deliver innovation. 
• Communicate our stories with clarity and playfulness. 
• Be curious about people’s stories and experiences.

Purpose of the Job

Key Responsibilities and Duties

• Welcome all visitors warmly on arrival and departure, creating a positive and inclusive first and last impression of the museum.
• Consistently deliver exceptional customer service by proactively assisting with wayfinding, anticipating visitor needs, and responding confidently to enquiries.
• Promote awareness of daily events, exhibitions, public programmes, retail offers, memberships, and visitor services to enhance the overall visitor experience.
• Support a culture of excellence, innovation and continuous improvement.
• Maintain high standards of personal presentation and ensure all public areas are welcoming, clean, safe, and well-presented.
• Champion The Postal Museum’s mission, vision, and values in all interactions with visitors, colleagues, partners, and external stakeholders.
• Act as an ambassador for the museum both on-site and at external events, promoting a positive and engaging image of the organisation.

• Ensure the museum is effectively staffed at all times through efficient rota management and effective deployment of resources.
• Lead the Visitor Experience operation in the safe, secure, and engaging day-to-day running of the site, maintaining consistently high standards.
• Take responsibility for operational decision-making during Duty Manager shifts, responding effectively to incidents, emergencies, and visitor concerns.
• Support, motivate, and supervise Visitor Experience colleagues and casual staff to deliver excellent customer service and operational performance.
• Ensure departmental policies, procedures, and administrative processes are consistently followed and maintained.
• Foster a collaborative, inclusive, and values-led working environment that supports team development and accountability.

• Contribute to the achievement of departmental financial targets, including donations, memberships, guidebooks, retail sales, and ticketed activities.
• Confidently promote and upsell museum products, services, and experiences in a professional and visitor-focused manner.
• Support commercial initiatives and work collaboratively with sales-orientated teams, including the Commercial team, to maximise revenue opportunities.
• Encourage visitors to engage with priority income streams, including Gift Aid, retail purchases, memberships, and Family Zone activities.
• Inspire colleagues to adopt a commercially aware approach while maintaining an excellent visitor experience.

• Inspire visitors with a passion for The Postal Museum’s collections, stories, and exhibitions throughout the visitor journey.
• Deliver engaging interpretation through conversations, talks, tours, demonstrations, and object handling sessions.
• Support visitors of all ages and backgrounds to connect meaningfully with the museum’s collections and learning opportunities.
• Work collaboratively with the Access & Learning team to support the delivery of family, community, and accessible programming where appropriate.
• Create memorable and inclusive experiences that reflect the museum’s mission to share the story of postal communication and its impact on society.

• Safely operate the Mail Rail train experience in accordance with operational procedures, including batching and un-batching visitors.
• Operate audiovisual and interactive elements to ensure a smooth and immersive visitor experience.
• Carry out pre- and post-operation checks on trains, tracks and platforms and accurately complete all required documentation.
• Operate the control panel and signalling systems safely and effectively
• Ensure visitors are managed safely and efficiently on platforms and throughout the attraction.
• Diagnose operational issues, problem-solve effectively, and follow escalation procedures to ensure the safe operation of the attraction.
• Contribute to the review and continuous improvement of operational procedures and working practices.
• Engage in ongoing professional development and training to maintain technical knowledge, operational competence, and safety standards.

• Demonstrate a strong duty of care towards visitors, colleagues, contractors, and collections by maintaining safe and accessible public environments.
• Carry out Health & Safety responsibilities effectively, including fire evacuation procedures, incident response, and first aid duties where trained.
• Monitor and report hazards, maintenance concerns, accidents, near misses, and security risks promptly and appropriately.
• Ensure compliance with museum policies, risk assessments, operational procedures, and relevant legislation at all times.
• Promote a positive safety culture by encouraging safe working practices and leading by example.

• Supervise, support, and provide guidance to casual staff and volunteers where appropriate.
• Provide operational support for events, school visits, projects, and public programmes delivered across the museum.
• Work collaboratively with colleagues across departments to support the museum’s wider objectives and visitor offer.
• Demonstrate flexibility and a proactive “can-do” attitude in response to operational requirements and changing priorities.
• Undertake additional duties appropriate to the level and scope of the role, as reasonably requested by the line manager.

Person Specification

• Proven experience of delivering excellent customer service in a customer-facing role in a similar/comparable environment.
• Proven experience of sales, cash handling, ticketing or upselling products or services 

• Proven experience of working in a team, supporting others to reach shared goals

• Experience of working corporate and/or high-profile events 
• Experience of engaging with or delivering services for SEN groups 
• Experience of working in a museum or visitor attraction
• Experience of driving or operating a train or ride

• Ability to communicate effectively and confidently both verbally and in writing, to colleagues and groups of the general public

• An ability to understand and engage with a diverse range of customers 
• Willingness to follow procedures in order to uphold high standards with a professional standard of personal presentation 
• Competent in Microsoft office software, and experience in Admissions and POS systems.
• Flexible, positive attitude and ability to work on own initiative, adaptive to change and determination to succeed.     

• First Aid training
• Conversant in other languages 

Working Conditions

How to Apply