Customer Services Supervisor

Location: London Transport Museum, London's Transport Museum

Company: TfL, GLA or OPDC

Job title: Customer Services Supervisor – London Transport Museum (LTM)

Salary: £29,120.00–£31,300.00

Grade: Band 1

Contract type: TfL

Reference: 4283

Team: Retail

Contract details: Permanent / Full Time – working across a 7‑day rota, with 5 out of 7 days worked per week, including regular weekend shifts.

Final date to receive applications: 17th June

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

We are currently recruiting for multiple roles within our Retail team:

• Customer Services Supervisor (x2)

We encourage you to review both opportunities carefully and apply for the one role that best aligns with your skills and experience. Please do not submit applications for both positions.

London Transport Museum is the world’s leading museum of urban transport, welcoming over 400,000 visitors each year. We inspire people to explore the story of London and its transport system through engaging exhibitions, collections and experiences.

Our Customer Services team plays a vital role in delivering exceptional visitor experiences and supporting the commercial success of the Museum.

We’re looking for a Customer Services Supervisor to support the day‑to‑day running of the Museum shop.

This is a hands‑on, fast‑paced role where you’ll help lead a team to deliver outstanding service to every visitor. You’ll work closely with the Shop Manager to ensure smooth daily operations, from staffing and stock management to customer experience and problem resolution.

You’ll also take on operational responsibility on the floor—making decisions in real time to ensure customers have a safe, enjoyable and memorable experience.

• Support the daily running of the Museum shop and customer service operations
• Deliver and champion exceptional customer service
• Take responsibility for sales floor standards, floor operations and service delivery
• Deliver team briefings with the Shop Manager, support rota planning and staffing coordination
• Act as a Duty Cashier, resolving till issues, authorising refunds and daily cashing-up
• Working in a high‑volume customer‑focused environment
• Play a key role in supporting a successful retail operations

At LTM, you’ll be part of a passionate, collaborative team focused on delivering outstanding visitor experiences.

We are committed to creating a welcoming and inclusive environment for both our visitors and colleagues, where everyone can thrive and contribute.

This is a unique opportunity to be part of a cultural and heritage organisation, working in a vibrant, visitor‑focused environment. You’ll gain valuable experience across both customer service and retail operations, while developing your leadership and supervisory skills.

You’ll also play a key role in delivering memorable, high‑quality experiences to every visitor who walks through our doors.

• Supervise the smooth day‑to‑day operation of the Customer Services team
• Ensure excellent standards of customer service, shop presentation and visitor engagement
• Manage operational issues and resolve customer queries professionally and efficiently
• Support stock control, merchandising and retail operations
• Ensure compliance with health and safety, licensing and operational standards
• Motivate and support team members to deliver high performance
• Maintain strong operational and financial processes, including cash handling and reporting daily sales to the retail team

• Experience in a customer‑facing environment (e.g. retail, hospitality, visitor attractions)
• Proven ability to deliver excellent customer service in a high‑volume environment
• Strong communication and interpersonal skills
• Good organisational skills and ability to manage multiple priorities
• Experience supporting or supervising teams
• Ability to remain calm under pressure
• Basic IT skills and experience using retail or booking systems (e.g. EPOS)
• Strong understanding of customer…