National Museum Directors' Council (NMDC)
Retail & Admissions Supervisor - Churchill War Rooms
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Details
Location:
IWM Churchill War Rooms
Category
Front of house/visitor services
Salary
£29,860 per annum
Contract Type
Permanent
Hours
Full time
Telephone
N/A
Retail & Admissions Supervisor - Churchill War Rooms
As a Retail & Admissions Supervisor, you will provide day-to-day leadership for admissions and retail operations, supporting colleagues to deliver excellent service, achieve performance targets and maintain high operational standards. Combining strong leadership, commercial awareness and operational excellence, you'll help maximise income generation while ensuring services are delivered efficiently, accurately and in line with IWM policies and procedures. Working closely with the Retail & Admissions Management Team and colleagues across the museum, you'll support staff development, operational delivery and compliance, helping to create a safe, welcoming and efficient environment for both visitors and colleagues.
What You'll Be Doing
- Lead, motivate and support front-line Retail & Admissions colleagues to deliver exceptional customer service and achieve performance targets.
- Oversee the smooth day-to-day operation of admissions and retail activities, ensuring visitors receive a welcoming and professional experience.
- Promote tickets, memberships, guidebooks, donations and retail products, helping maximise income generation across the museum.
- Handle visitor enquiries, feedback and complaints professionally, resolving issues and processing refunds where appropriate.
- Maintain high standards of presentation, merchandising, stock control and operational accuracy across all Retail & Admissions spaces.
- Support cash handling, stock management, EPOS processes and compliance with financial procedures and audit requirements.
- Assist with rota planning, performance monitoring, training and ongoing development of colleagues.
- Act as duty manager for Retail & Admissions when required, maintaining safe, efficient and compliant operations.
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What We're Looking For
We'd Love To Hear From You If You Have
- Excellent communication skills and the ability to adapt your approach to a wide range of visitors and colleagues.
- A strong customer focus and a commitment to delivering outstanding visitor experiences.
- Experience confidently promoting products, services or experiences and contributing to sales targets.
- Leadership potential with the confidence to positively guide and support others.
- A proactive, adaptable approach and the ability to work effectively in a fast-paced environment.
- Strong organisational skills and attention to detail, particularly when following procedures and maintaining accurate records.
- The ability to work collaboratively as part of a wider team and contribute positively to team performance.
- A willingness to learn, develop new skills and continuously improve performance.
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Desirable experience includes retail, admissions, hospitality, customer service or visitor attraction environments, along with experience supervising teams, handling cash and using EPOS systems.
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