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House of Commons

The House of Commons a unique and exciting place to work right at the heart of the UK's thriving democratic system.

Behind the scenes, the House of Commons Service is made up of more than 3,000 employees who support and facilitate the smooth day to day running of the House. They provide professional services to Members of Parliament, their staff, and the wider parliamentary community.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days’ annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 27%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

The Participation Team works to give the public a voice and to shape Parliament in the interests of the public. We reach out to communities and audiences across the UK, promoting an understanding of the role and relevance of both Houses, inspiring people to get involved and empowering citizens to have a voice.

The Visitor Experience team welcome one million visitors to the Parliamentary estate every year, they facilitate access to the public galleries as well as managing our public engagement programme, made up of in-person and digital activities. An award winning dynamic and creative team focused on developing and delivering engaging and inclusive content.

The Role

We are looking to recruit enthusiastic, dynamic Assistant Visitor Operations Managers to lead our evening Visitor Experience team. You will support and develop your teams, motivate them, and inspire them as we open the Palace of Westminster to all visitors and engage the public.

You will be responsible for managing the performance of all staff when on duty as well as line managing your own team.

Some of the responsibilities for this role include:

• To proactively lead and line manage the lates team and oversee their induction, training and ongoing development facilitating a culture of excellence and continuous improvement.
• To take responsibility for resolving any general staff issues that arise, liaising with the Operations Managers and HR as required.
• To welcome visitors to Parliament, provide information, and assist them to their destinations, managing any specific access requirements. Ensure that you and all the team are providing a world-class welcome to all visitors to Parliament, monitoring standards and delivery and proactively identifying improvements and new opportunities to exceed expectation.
• To work with key partners and stakeholders who may have an impact on the visitor journey and visitor flow – this will include works and security – to trouble shoot and to proactively identify and agree solutions to reduce impact on the visitor experience.
• To oversee Visitor Engagement Assistants and Visitor Assistants on a rostered basis, making operational decisions concerning visitor access and ensuring that services are delivered effectively whilst delivering an excellent standard of customer service.

Skills and Experience

To be successful in this role you will demonstrate:

• Essential - Minimum of 1 years’ experience at a visitor attraction, venue or other busy customer facing environment.
• Evidence of the ability to lead, organise and develop a team and to provide a coaching approach with team members or colleagues.
• Experience of delivering excellent customer service with a good understanding of what this looks like, and the ability to meet the needs of different groups and uphold the principles of equality, diversity and inclusion.
• Excellent communication skills with the ability to deliver information to the team and visitors in an effective and informative way.
• Organised, self-motivated and proactive with a flexible and collaborative approach, continually looking to develop skills, displaying a willingness to help others and support wider team activities as required.
• Excellent problem solving skills, with the ability to exercise sound judgement and adapt and respond to changing needs and priorities.
• Desirable - Line management and management of a large operational team, IT skills (MS Office)

Next Steps and Additional Information

If you would like to apply for this role, please submit an anonymous CV and covering letter with a 500 word limit outlining key experience and skills.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.