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Visitor Experience Assistant – Modern Apprenticeship (3 posts) - 14913

19 January 2018


18 months (subject to successful 6 month probationary period) plus training agreement between the individual, National Museums Scotland and the College provider 


£16,033 per annum (based on 35 hours per week)


At National Museums Scotland, we care for collections of national and international importance, preserving them, interpreting them and making them accessible to as many people as possible.  We work with museums and communities across Scotland and beyond, introducing our collections to a much wider audience than can physically visit our museums, through partnerships, research, touring exhibitions, community engagement, digital programmes and loans.

Work Environment: 

Based in the National Museum of Scotland, Chambers Street and the National War Museum within Edinburgh Castle, you will work 35 hours a week, 5 over 7, that includes weekend working. You will be provided with a uniform and identification badge.  This time will include periods of training and development and formal assessment to achieve an SVQ Level 2 qualification.  You will also receive mentoring supporting on an ongoing basis from an experienced colleague in a "buddy" capacity.

What might a day in this job look like?

Through providing exceptional standards of visitor experience, you will ensure that all visitors are welcomed warmly, encouraged to learn about and engage with the collections, and have a safe and enjoyable visit to the Museum.  Through ongoing training, development and assessment, you will work towards competence in undertaking the following key responsibilities:

  • To be proactive, approachable and visitor focussed in being ready to offer support, directions and assistance to visitors.  
  • To be visible at all times, maintaining a consistent, engaging and professional manner in pursuit of the provision of a high quality customer service that is visitor experience-focussed.
  • To promote and support a broad range of public programmes, exhibitions and events e.g. group visits and learning events. 
  • To engage proactively with visitors, responding to their needs as appropriate, including being able to answer a diverse range of questions and enquiries.
  • To be security conscious and alert, ensuring knowledge and implementation of all museum security procedures to safeguard the collections and visitors.  This includes observation, daily gallery checks for assigned areas and providing first response to incidents.
  • To develop and maintain an appropriate level of knowledge of the Museum's collections, displays, objects and stories, and activities in order to assist visitors.
  • To facilitate in the selling of tickets and guidebooks, and any other business initiatives, including proactively encouraging visitor donations through donation boxes and Gift Aid.
  • To deal with enquiries and provide information whether in person, by telephone or other means.
  • To ensure familiarity with organisational procedures and follow them as required.
  • To ensure the public spaces within the museum are always maintained to the highest standards of presentation and taking action where necessary.
  • To be committed to good health and safety and access practice, and ensure familiarity with NMS Health and Safety policies, procedures and guidelines.

What will I learn?

SVQ Level 2 in Customer Services.  

Core Skills including:

  • Communication
  • Working with Others
  • Problem Solving
  • Information and Communications Technology
  • Numeracy

On successful completion of the apprenticeship, you will be guaranteed an interview for any permanent Visitor Experience Assistant post which becomes available. 

What Qualifications / Qualities are required?

In order to comply with funding criteria, candidates must be aged 18 - 23 years.

Customer service starts with a smile. Of the many qualities a visitor experience assistant needs to be at the top of their game, two of the most important are passion and friendliness. We are looking for people who want to make a difference to a visitor's experience of the museum, someone who wants to do their best to deliver the best experience possible, someone who is passionate about pro-actively helping people, offering assistance and solving issues throughout their day.  Good listening and observation skills, being able to work closely with your team members and others, together with a 'can-do' attitude are important parts of the job.  

A passion for service goes hand-in-hand with friendliness and a personable attitude. We are looking for candidates who smile, are confident and make good eye contact with people. This is a front line role and we are looking for the types of people who give a positive impression of our organisation. 

Our aim is to seek out young people who may not have considered a career in customer services in a museum setting before and equip them with the necessary skills and knowledge to go on to start and make an informed decision about their career direction.  By taking part, you will gain an understanding of what options are open to you in a customer service environment while gaining real experience on the job.  

Candidates are not expected to have any experience of working in a museum but it is important that anyone who applies is interested in how culture can be relevant to different communities, has a passion for working with people and helping them appreciate and enjoy the role museums play in their everyday life. 

We welcome candidates who are not in education or employment; young people from either black or minority ethnic backgrounds; and young people with a disability.

Closing Date:

Friday 26 January.