Visitor Experience Supervisor

Company Description

National Museums NI is a leading cultural institution and is responsible for ensuring that its

significant collection is developed, cared for and accessible to the widest possible audience.

Almost one million people enjoy our four museums each year, and through loans, research, community activity and digital programmes we engage a much wider audience than those who physically visit our museums. Working for Visitor Services in the Ulster Museum will provide you with the opportunity to bring to life the many stories our museums hold dear, and to tell these stories in the most wonderful surroundings.

Role Description

The Visitor Experience Supervisor is a full-time, on-site role based in the Ulster Museum (Belfast), responsible for overseeing the day-to-day delivery of high-quality visitor services across museum areas. This role supervises visitor-facing staff, supports scheduling and team coordination, and ensures that visitors receive a welcoming, informative, and safe experience. The Supervisor monitors visitor flow, supports queue management and ticketing operations, and responds to queries, feedback, and incidents in a calm, professional manner. They collaborate with colleagues across departments to support events and exhibitions, maintain presentation standards in public spaces, and help implement improvements to visitor experience processes. The role also involves mentoring team members, supporting training, and promoting inclusive, accessible experiences for all visitors.

Person Specification (Please see further detail on our website)

• Experience in customer or visitor service supervision, including team leadership, shift coordination, and performance support.
• Strong communication and interpersonal skills, with the ability to engage positively with diverse visitors and colleagues.
• Proven ability to handle visitor enquiries, feedback, and complaints professionally, maintaining a calm and solution-focused approach.
• Skills in operational oversight, including queue management, cash handling or ticketing systems, and adherence to policies and procedures.
• Awareness of health, safety, and safeguarding practices in public venues, with a commitment to risk management and incident reporting.
• Organisational and problem-solving skills, with the ability to prioritise tasks in a busy, visitor-focused environment.
• Experience within museums, cultural venues, tourism, or hospitality is highly beneficial.
• Flexibility to work weekends, holidays, and varied shifts, and a commitment to inclusive, non-discriminatory practice.