Location
HMS Belfast, London

Hours
Part Time - 30 hours per week, including regular weekends, bank holidays, occasional early mornings and evening shifts

Salary
£23,088 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 by it. The Retail & Admissions department welcomes over 2 million visitors annually across five permanent operations, playing a vital role in generating income, delivering outstanding customer service, and representing the IWM brand and values.

As a Retail & Admissions Assistant at HMS Belfast, you will be part of a team welcoming more than 300,000 visitors each year to one of London’s most iconic historic attractions. Working across the admissions desk and shop, you will help visitors maximise their experience by providing information about the ship, supporting ticket and guidebook sales, promoting retail products, and delivering a warm, professional welcome from arrival to departure.

Your role is crucial in creating positive and memorable visitor experiences. Through excellent customer service, strong product knowledge, and proactive sales skills, you will help visitors engage with the stories of those who served aboard HMS Belfast and understand the wider history of the Royal Navy and twentieth-century conflict. Your contribution also supports IWM’s financial sustainability by promoting admissions products, guidebooks, memberships, donations, and retail sales to maximise income while ensuring an engaging and welcoming environment.

Key responsibilities include providing exceptional customer service, selling admission tickets and retail products, maintaining high standards of presentation and merchandising, handling transactions accurately, assisting with stock control, and working collaboratively with colleagues across the museum and other London branches. You will also be responsible for maintaining safe working practices and complying with all relevant policies and procedures.

This varied customer-facing role combines admissions, retail sales, and visitor engagement, requiring flexibility and reliability to meet the demands of a seven-day operation.

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

About you
- Strong customer service skills with a passion for creating excellent visitor experiences.
- Confidence in selling products and services in busy environments while working towards targets.
- Good product knowledge and understanding of visual merchandising principles.
- Excellent communication and interpersonal skills.
- Ability to remain calm, professional, and approachable when handling customer enquiries or complaints.
- Strong attention to detail and accuracy when handling transactions and administrative tasks.
- Ability to work independently and collaboratively as part of a team.
- Flexible and reliable approach, including willingness to work weekends and bank holidays.
- An interest in the history of twentieth-century conflict is desirable.

Qualifications
No formal qualifications are specified; however, a commitment to learning and delivering excellent customer service is essential.