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Job: Visitor Experience Assistant

Job Title:          Visitor Experience Assistant
Reports to:      Operations Manager
Contract:         Fixed term until March 2019 (with potential for renewal)
Location:         Central London, Kensington SW3
Hours:              Full time, with occasional out-of-hours requirement
Salary:             £18 – 22,000 pa (depending on experience)

Deadline for application: 6pm Sunday April 22nd, 2018.


Japan House London (JHL) is one of three, innovative global centres that Japan’s Ministry of Foreign Affairs will open in 2018. The aim is to broaden knowledge and understanding by showcasing all variety of cultural, social and economic aspects of Japan. This unique partnership between Government and Japan’s private sector will create a lasting legacy of engagement between the UK and Japan at individual, company and institutional levels.


The Visitor Experience Assistants will be an important part of the visitor-facing team that will have responsibility to ensure, through providing exceptional standards of visitor experience, that all visitors are welcomed warmly, encouraged to learn about and engage with the exhibitions and programmes, have a safe and enjoyable visit and collect visitor survey data. They will offer visitors a variety of personal attention and services, information and products to enhance their visit in an animated, courteous and informed manner. The primary role of the Visitor Experience Assistant is therefore to provide a five-star-level of customer service and leave each visitor feeling that they have had an engaging, enlightening and enjoyable visitor experience.


Enhancing – improves the quality of the visitor experience, through informed engagement and enthusiastic animation
Enabling – encourages and supervises participation in activities, pro-actively supports outcome delivery and collects visitor survey data
Demonstrating – ensures visitors understand and enjoy exhibits, and gain maximum value from interaction with them
Facilitating – helps to achieve positive outcomes from activities and engagement, whilst proactively providing guidance and assistance as required
Supporting – flexibly engage with visitors, enhance the user experience, and help to deliver specific events and other programmed activities


Welcome all visitors to the JHL experience
Engage with visitors, enabling them to explore and enjoy exhibitions and programmes, by interpreting themes clearly and accurately
Collate accurate quantitative and qualitative visitor survey data
Host and brief school groups and families visiting JHL
Manage visitor flow, especially when large groups are visiting
Promote all JHL activities, talks and tours, special exhibitions, membership, and any special events.
Assist in evacuation during an emergency, and ensure the safety of visitors, colleagues and volunteers.
Support front-of-house security and safety, including visual checks, security checks, lock down procedures and dealing with incidents
Comply with the Health & Safety policy and any policies (e.g. the process for dealing with missing children) set out to ensure the safety and welfare of visitors, staff and volunteers
Work in the office, and support occasional administrative duties as required
Support with the delivery of Special Events
Any other reasonable duties which may be directed by line management



Educated to degree level or equivalent qualification in Japan Studies, History, Art, Design or other related field
Additional training and / or supplementary courses completed in Education, Museums Studies, Customer Services or relevant associated areas advantageous


Know when to approach visitors and offer assistance
Know how to evaluate and respond sensitively to the specific needs of visitors
Know how to resolve incidents to a satisfactory outcome
Know when to seek assistance and advice from other team members
Knowledge of Health & Safety procedures
Knowledge of basic First Aid advantageous
High level of proficiency in full MS Office suite
Use of visitor survey apps and other software systems (e.g. CRM) beneficial


Experience of working in a customer or visitor services role, with ability to demonstrate a keen and genuine interest in working with the public, including collating feedback and data for visitor surveys
An understanding of Japanese culture and history would be an advantage
Answering enquiries / complaints and dealing with challenging customers
Some experience in giving presentations to a wide range of ages and taking part in education programmes / events beneficial
Some experience in cash handling or retail merchandising beneficial
Exposure to relevant sector preferred (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development)
Previous experience in a project / pre-opening environment desirable


High business standard English language skills are essential
Other language skills, including Japanese, are highly advantageous
Exceptional standard of customer service through well-established and effective communication skills
Places the customer at the heart of what they do, engages and listens and responds to deliver exemplary service, creating an outstanding experience
Support the culture of service excellence, both internally and externally
Ability to multi-task and prioritize work, whilst paying attention to detail
Excellent time management skills
A creative mind with an ability to suggest improvements


The deadline for applications is 6pm Sunday April 22nd, 2018.
Request a comprehensive Recruitment Information Pack or apply with a cover letter and CV via email to with subject “Application JHL VEA01”.
Please note that we will not be able to consider applications without the required documents (CV & cover letter) or applications received after the above date.
Interviews will take place during April / May 2018 with commencement targeted for May / June 2018.
Please note that in line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process. We cannot offer visa support.


We are the leading strategic human resource and recruitment firm for the global cultural & creative industries. We support the development of cultural and creative projects throughout the world. The professional services we provide covers the full HR, Recruitment and Training life-cycle. We are a global team of highly experienced consultants and industry experts with a proven track record of delivering international recruitment projects throughout Europe, the Middle East and Worldwide. Our approach gives our Clients a competitive edge in an increasingly competitive space, and gives our Candidates the opportunity to work with some of the most prestigious and ground-breaking cultural and creative projects in the world.

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