Weekend Supporter Services Assistant

About Us

We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our unrivalled expertise to tackle the biggest challenges facing the world today. We care for more than 80 million objects spanning billions of years and welcome more than five million visitors annually and 16 million visits to our website.  

Today the Museum is more relevant and influential than ever. By attracting people from a range of backgrounds to work for us, we can continue to look at the world with fresh eyes and find new ways of doing things.

We employ 1100 staff in a variety of roles, all united by our vision of a future where people and planet thrive. We need everyone to have the passion and drive to help us with our mission to create advocates for our planet and inspire millions to care about the natural world.

Diversity and inclusion matter to us.

Our vision is of a future where both people and the planet thrive. Diversity is one of our core values and we strive to build a workplace where everyone feels a sense of belonging. All new staff who join us learn about the importance of diversity and inclusion to the Museum and how to contribute to creating an inclusive environment.

We know we have more to do, but we are committed to ensuring that everyone who works at the Museum feels they can thrive and feel valued and respected.

About the role

The role involves delivering excellent customer service in person, over the phone, and via email. Responsibilities include responding to membership enquiries within set timeframes, handling membership requests such as sales, and encouraging visitors to purchase memberships. The position also involves advocating for Museum membership, building strong relationships with visitors and front-of-house teams, and supporting front-of-house desks with membership-related queries.

A key part of the role is maintaining consistently high customer service standards by monitoring complaints and compliments and dealing sympathetically with queries or concerns, escalating issues where necessary. The postholder is expected to inspire interest in the natural world by maintaining strong knowledge of all aspects of membership, as well as the Museum’s public programmes, services, offers, and products.

The role also includes identifying opportunities to increase membership engagement and revenue through up-selling and conversions, including Gift Aid, Direct Debit conversion, and upgrades to higher membership or patronage packages.

Administrative responsibilities include delivering key back-end membership fulfilment processes using CRM and other databases. The postholder may also be required to undertake additional duties appropriate to the grade of the role in support of Museum members and supporters. Operationally, the role requires the use of telephones, radios, tills, Galaxy systems, and other technology needed to perform daily duties.

Health and safety responsibilities are an important aspect of the position. The role requires undertaking fire, housekeeping, and health and safety duties to maintain a safe and enjoyable environment for Members and Patrons. Staff must remain aware of current security concerns and work collaboratively with colleagues to respond to incidents. In emergencies, the postholder must confidently evacuate Members and Patrons, demonstrate detailed knowledge of emergency procedures and routes, while also identifying and reporting hazards, faults, or near misses where necessary.

Flexibility is essential, including occasional work outside normal hours to meet operational demands. Staff are expected to adhere to operational standards, remain attentive to Members’ and Patrons’ needs, maintain high standards of personal presentation and uniform compliance, and work respectfully within a diverse team environment. Maintaining a clean, tidy, and professional working area at all times is also an essential responsibility.

About you

You will be a confident user of the full Microsoft Office package, particularly Word, Excel and CRM systems including Microsoft Dynamics.

You must have experience of excellent Customer Service skills, preferably within the museum sector or a high-end Members club or hotel, with the ability to discern customer needs and wants and respond accordingly. 

Ability to work under pressure in a busy team, a visitor attraction or other busy service environment, including supporting emergency situations. Act with professionalism, confidence and resilience when dealing with difficult situations. 

You will have excellent administration, organisational and time-keeping skills, alongside the ability to prioritise effectively. Be a clear and effective communicator, both verbal and written, with the ability to adapt well to different audiences. Knowledge and experience of confidently promoting and upselling products, offers, and experiences. Strong attention to detail, with high accuracy and quality of output. 

Knowledge of good health & safety working practices including identifying and reporting hazards, following standard operating procedures and risk assessments. 

Thriving at the Museum: the way we work

We are proud to work at the Museum and have identified the qualities we all need to embody to reach our shared ambition. This sits alongside the Museum’s values and forms the framework for the way we work.

Find out more here

What we offer

• 27.5 days holiday plus 8 bank holidays (full time equivalent)
• Generous defined contribution Natural History Museum Pension Scheme (employer contribution 4 - 10%)
• Season ticket, bicycle and rental loan
• Life insurance
• Free admission to our exhibitions and many other paid exhibitions at museums, galleries and institutions across London and the UK.
• Staff discount at our Museum shops and cafes
• We offer a wide variety of training initiatives and opportunities to build skills. Investing in staff development is important to us, and we are ambitious about helping staff to grow and fulfil their potential.
• Affordable membership to the Civil Service Sports Council which offers a range of benefits including an extensive list of special offers and reduced entry fees at a selection of cinema chains, theme parks, theatres, retailers and supermarkets. It also provides entry to up to 300 English Heritage sites and other national treasures. For more details, visit https://www.cssc.co.uk
• Membership to our Sports and Social Association (for a small fee), which includes access to our in-house gym and clubs such as football, softball, table tennis and tennis and classes in Middle Eastern dance, yoga and Tai Chi

Hybrid working

Due to the nature of this role the work pattern will be 100% on site.