Location
HMS Belfast, London

Hours
Full Time - 37.5 hours per week, including regular weekends, bank holidays, occasional early mornings and evening shifts

Salary
£28,860 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 sites and plays 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. You will work across the admissions desk and shop, helping visitors get the most from 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.

This role is essential in creating positive and memorable visitor experiences through excellent customer service, strong product knowledge, and proactive sales skills. Your contribution supports IWM's financial sustainability by promoting admissions products, memberships, donations, and retail sales, helping to maximise income while ensuring visitors enjoy an engaging and welcoming visit.

Key responsibilities include providing exceptional customer service, sharing information about HMS Belfast and IWM collections, selling admission tickets and retail products, supporting sales targets, maintaining high standards of presentation and merchandising, processing 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.

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 specific qualifications are required for this role, but a commitment to learning and delivering excellent customer service is essential.