First Line Manager

Job description

The British Museum is seeking an energetic, proactive, and team-oriented First Line Manager to lead their Front-of-house Visitor Experience Assistants for an upcoming, high-profile 10-month Special Museum Experience.

You must be available to start on the 25th August with the compulsory induction.

This position offers an engaging opportunity to contribute significantly to the success of a major temporary exhibition at one of the nation’s leading museums while applying advanced logistics skills within a dynamic cultural environment.

The role

In this role, you will be the operational heartbeat of the exhibition space. You will motivate and lead a dedicated team to deliver world-class customer service, manage high visitor throughput safely, and ensure every guest has an inspiring, accessible, and memorable experience.

Key Responsibilities:

Team Leadership & Line Management

• Day-to-Day Supervision: Lead, mentor, and motivate a team of Special Exhibition Visitor Experience Assistants to maintain exceptional service standards.
• Briefings & Debriefings: Deliver daily operational briefings covering visitor targets, VIP visits, accessibility needs, and exhibition highlights.
• Performance Management: Conduct regular 1-to-1 catch-ups, provide constructive feedback, and address performance or conduct issues promptly.
• Staff Well-being: Foster a welcoming, inclusive, and supportive environment for a team working in a high-volume, fast-paced environment.

Operational Excellence & Visitor Flow

• Floor Management: Maintain a strong, visible presence in the exhibition galleries, actively supporting the team during peak hours.
• Queue & Crowd Control: Dynamically manage visitor flow, timed-entry queues, and gallery capacities to optimise visitor comfort and safety.
• Rostering & Coverage: Oversee daily lunch/break rotations and manage unexpected absences to ensure full gallery coverage at all times.

Visitor Experience & Ticketing Support

• Service Standards: Act as an exemplar for customer service, dealing with complex visitor inquiries, feedback, and escalations with tact and diplomacy.
• Accessibility & Inclusion: Ensure the exhibition is fully accessible to all visitors, overseeing assistance services and audio/tactile guide distribution.

Health, Safety & Security

• Gallery Security: Ensure strict adherence to museum conservation and security protocols to safeguard irreplaceable collection items.
• Incident Management: Serve as a primary incident responder for first aid, lost children, or emergency evacuations within the exhibition footprint.
• Health & Safety Compliance: Ensure all team members adhere to risk assessments, manual handling guidelines, and safety procedures.

Sound like you?

Essential

• Leadership Experience: Proven track record of supervising, line-managing, or leading a team in a customer-facing environment (heritage, arts, retail, events, or hospitality).
• Visitor-Centric Mindset: A passion for delivering exceptional customer experiences and handling dynamic, high-capacity environments with calm authority.
• Communication: Outstanding interpersonal skills with the ability to communicate clearly with diverse teams, stakeholders, and visitors.
• Problem-Solving: Ability to think on your feet, resolve conflict, and make sound operational decisions under pressure.
• Flexibility: Willingness to work a flexible shift pattern, including weekends, early mornings, late evenings, and bank holidays.

Desirable

• Prior experience working within a museum, gallery, heritage site, or cultural institution.
• Experience managing temporary or project-based teams.
• First Aid at Work certification (training can be provided).

What we offer

• Museum Pass: Free entry to national museum exhibitions nationwide.
• Discounts: Generous discounts in museum cafes and retail shops.
• Pension Scheme: Generous employer pension contribution.

Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback. If you have not heard from us within two weeks of submitting your application, please assume that you have not been shortlisted on this occasion.

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Full-time jobs

Published at

01-08-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English