Location
HMS Belfast, London

Hours
Part-time, 15 hours per week, weekends and bank holidays

Salary
£11,544 per annum

About the Role
At Imperial War Museum (IWM), we are united by a shared purpose: helping people understand the impact of conflict and the experiences of those affected. The Retail & Admissions department welcomes over 2 million visitors annually across five permanent operations and plays a vital role in generating income, delivering outstanding customer service, and representing the IWM brand and values.

As a Weekend Retail & Admissions Assistant at HMS Belfast, one of London's most iconic historic attractions, you will be part of a team welcoming more than 300,000 visitors each year. Your role will involve working across the admissions desk and retail shop during peak visitor periods, providing information about the ship, supporting ticket and guidebook sales, promoting retail products, and ensuring visitors receive a warm and professional welcome throughout their visit.

This hands-on, customer-facing role requires enthusiasm, reliability, and the ability to work effectively in a busy visitor attraction environment. Weekend and bank holiday working is essential.

Key Responsibilities
Provide a warm, professional welcome and deliver excellent customer service to every visitor.
Share information about HMS Belfast, IWM, and the visitor experience to help guests make the most of their visit.
Sell admission tickets, guidebooks, memberships, donations, and other visitor products.
Promote retail products and maximise sales opportunities through effective product knowledge and customer engagement.
Support the achievement of weekend sales targets and visitor service objectives.
Respond to visitor enquiries and resolve issues professionally, escalating when appropriate.
Maintain high standards of presentation, cleanliness, and merchandising across retail and admissions areas.
Process transactions accurately and follow all cash handling and financial procedures.
Assist with light stock replenishment and ensure products are correctly displayed and available for sale.
Work collaboratively with colleagues to ensure a smooth and enjoyable visitor experience.
Follow all health and safety, security, and operational procedures.

What Success Looks Like (First 3 Months)
Develop a strong understanding of IWM's mission, values, and visitor offer.
Become a confident and reliable member of the weekend Retail & Admissions team.
Deliver excellent customer service across admissions and retail areas.
Demonstrate good knowledge of tickets, guidebooks, memberships, and retail products.
Contribute positively to weekend sales performance through effective customer engagement.
Process transactions accurately and confidently using Retail & Admissions systems.
Respond effectively to visitor enquiries and seek support when required.
Maintain high standards of presentation, safety, and operational compliance.
Build positive working relationships with colleagues.
Act as a professional ambassador for IWM and HMS Belfast.

Experience
Experience working in retail, hospitality, admissions, customer service, or a similar visitor-facing environment is desirable.

About You
Excellent customer service skills with a positive, approachable manner.
Confidence promoting products and services in a busy environment.
Strong communication and interpersonal skills.
Ability to remain calm and professional when dealing with customer enquiries or complaints.
Good attention to detail and accuracy when handling transactions.
Ability to work effectively both independently and as part of a team.
Reliable and flexible approach to weekend working.
Availability to work regular weekend shifts and bank holidays.
An interest in military, naval, or twentieth-century history would be advantageous.

Qualifications
No formal qualifications are specified; however, a willingness to learn and a proactive attitude are essential.

Additional Information
This post is subject to a basic Disclosure and Barring Service (DBS) check.
IWM is committed to equal opportunities and welcomes applications from candidates of all backgrounds.
Flexible and agile working options may be discussed during the recruitment process.