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.
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
- 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
- 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
- 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:
- Working with Others
- Problem Solving
- Information and Communications Technology
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
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.
Friday 26 January.