Visitor Engagement Assistant

What you'll be doing

• Welcome visitors to Parliament, provide information and guidance, and help them access different areas of the estate, including the public galleries of the House of Commons and House of Lords debating chambers.
• Deliver a consistently exceptional visitor experience, proactively going above and beyond to exceed visitor expectations.
• Engage with a diverse range of audiences, including UK citizens, international visitors, schools, community groups and those who may be less familiar with Parliament and politics.
• Deliver inspiring tours and talks that bring Parliament's history, heritage and democratic role to life.
• Learn and deliver Parliament's two core visitor tours, as well as the highly popular Elizabeth Tower (Big Ben) tour.
• Support the audio tour programme by issuing equipment, troubleshooting any issues and interacting with visitors along the route to answer questions and share insights.
• Work closely with colleagues across Parliament, including Security and Events teams, to manage visitor access and ensure a smooth and enjoyable journey from arrival to departure.
• Help maintain a safe, welcoming and inclusive environment for all visitors.
• Continuously develop your knowledge and presentation skills through our comprehensive training and academy programme.
• This is an exciting opportunity for someone who enjoys working with people, thrives in a fast-paced environment and is passionate about delivering outstanding customer service while helping visitors connect with the work, history and significance of the UK Parliament.

Typical shifts are 8 hours and operate between 8am and 8pm, with contracted hours available between 8am and 10pm. The role includes rostered Saturday working (minimum of 1 in 2 Saturdays). Opportunities are available on a part-time basis (14 or 21 hours per week), alongside some full-time positions. Daily meal breaks of one hour are unpaid and not included within contracted hours.

Exact working patterns will be agreed with your line manager.

Find out more about working at the House of Commons.

In addition to your salary, we offer an attractive range of benefits including but not limited to:

• Generous annual leave starting at 30 days and increasing to 35 after one full working year.
• Enrolment in the excellent Civil Service pension scheme with an average employer contribution of 27%
• Flexible working options that help you find a balance including enhanced maternity, paternity, shared parental and adoption leave, caring leave and alternative working patterns.

• Communication Skills
  - You have the ability to deliver engaging presentations to large audiences and adapt style and content to meet audience needs.
• Customer Service & Inclusion
  - You show a good understanding of what excellent customer service is, and how to deliver it, with the ability to meet the needs of different audience groups and uphold the principles of equality, diversity, and inclusion.
• Collaboration
  - You demonstrate the willingness to help others and the ability to work well as part of a team in a pressured environment.
• Flexibility & Adaptation
  - You can prioritise and exercise sound judgement with the ability to adapt and respond to changing needs.
• Motivation & Proactivity
  - You are self-motivated and proactive with the ability to work independently and a willingness to continually develop in-depth subject knowledge and expertise in the role.