INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title: Visitor Experience Supervisor x2

Salary: B3 £26,403 - £28,142

Hours: 37 hours per week (includes some weekend working)

Contract: Permanent

Location: One role based at Temple Newsam House; one role based at Lotherton Hall

Leeds Museums & Galleries are looking are looking for two enthusiastic, proactive, and customer‑focused Visitor Experience Supervisors—one to join the team at Temple Newsam House, and one at Lotherton Hall. These are exciting opportunities to play a key role in shaping the visitor journey, delivering exceptional customer service, and ensuring our historic sites remain inspiring places to explore.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Visitor Experience Supervisor you will bring you will bring to the role:

Excellent interpersonal and communication skills (written and verbal).
Ability to work with a wide variety of people.
Ability to deliver against a range of tasks simultaneously and effectively prioritise.
Ability to co-ordinate team resources to deliver a variety of functions.
Proven record of excellent customer service and delivering a high quality visitor experience.
Experience of supervising a team, in a customer focussed environment.
Experience of delivering excellent housekeeping.
Experience of assisting with facilities management, ensuring services are delivered safety and securely.

About the role

As Visitor Experience Supervisor, you will motivate, and support front‑of‑house teams to deliver a warm, engaging, and high‑quality visitor experience. Ensure daily operations run smoothly, including admissions, retail, events, and security of the site. Contribute to creating a welcoming environment where visitors feel informed, inspired, and encouraged to return.

Support with staff training, rotas, volunteer coordination, and operational planning. Help maintain high standards of presentation, accessibility, and safety across public spaces. Work collaboratively with colleagues across collections, learning, and commercial teams to support events, exhibitions, and seasonal activities.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice on completing your application.

If you have any queries or would like an informal chat about the role please contact Maya Harrison, Principal Keeper- Historic Houses. Call 0113 378 0445 or email maya.harrison@leeds.gov.uk .

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description

Job Purpose: With support of the Visitor Experience Manager provide day to day supervision of the Visitor Assistant team delivering exceptional customer service and a consistently high-quality inclusive and accessible visitor experience at one of Leeds Museums and Galleries’ (LMG) Historic Houses – Temple Newsam House or Lotherton Hall.

Responsibilities

Assist the Visitor Experience Manager to ensure the Visitor Assistant team deliver a high-quality inclusive and accessible visitor experience, including day to day operations, the visitor welcome and engagement, identifying visitor needs, visitor flow and wayfinding, along with building presentation standards events and health and safety.
Under the supervision of the Visitor Experience Manager, oversee and supervise day to day delivery of commercial activity ensuring a high-quality inclusive and accessible experience.
Assist with the day-to-day operations and delivery of the retail offer, working with the enterprise team to ensure the shop is well stocked with a range of appropriate products, encouraging and motivating the operations team to upsell and meet / exceed income targets.
Assist in ensuring buildings and facilities are accessible, safe, secure and in good working order.
Undertake day to day supervision of staff, volunteers and work experience placements and contractors, including instructing, checking work and advising, along with the co-ordination of the team’s rota, and provide support with recruitment, training, induction and development.
Undertake the review of risk assessments, and implementation of safe systems of work as required.
Assist wider site team in developing and delivering an excellent, inclusive and accessible visitor experience, including Audience Development, Learning, Collections and Community Engagement. Support in the delivery of events and with marketing and promoting the venues including through social media channels.
Ensure exceptional levels of housekeeping, site, collections and visitors are safe and secure.
Ensure operation of an effective security regime for venues and their contents which complements visitor’s enjoyment and experience, ensuring all staff can undertake all procedures.
Track day to day service and maintenance requirements of the site reporting any building issues to the relevant manager / service.
Resolution of any aspect of the visitor experience and facilities not up to desired standards with timely reporting to the relevant team, ensuring venues are safe and secure.
Responsible for own health and safety whilst at work and that of your colleagues and visitors.
Support Historic Houses Assistant to ensure successful administration of group visits.
Support Audience Development and the Commercial Events team in marketing, promoting, administering and delivering events and experiences including creating content for social media channels.
Act as one of the emergency key holders for the venues for out of hours emergencies and be part of the emergency call out team.
The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Qualifications Demonstrating Literacy and Numeracy or equivalent experience in a relevant area and a willingness to work towards IOSH Managing Safely qualification are essential

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Able to and experience of communicating appropriately and effectively with a wide range of people through a variety of different methods.
Able to and experience of dealing with queries from a wide range of people and providing customer focussed services.
Able to and experience of delivering a high-quality visitor experience.
Able to and experience of working effectively as part of a team, prioritising own and team’s work to meet agreed targets and deadlines.
Able to and experience of developing constructive working relationships.
Able to and experience of providing day to day supervision, motivating and directing staff in a customer focussed environment.
Able to gather a wide range of information and accurately enter and retrieve data and information from digital and manual systems producing basic reports and data for senior managers.
Able to use and experience of relevant information technology e.g. word, spreadsheets, databases, email etc. and relevant management software systems.
Able to use initiative to develop solutions to day-to-day issues and problems.
Able and willing to act as a keyholder and flexible approach to working hours with the ability if required to work out of normal hours to respond to emergency situations.
Knowledge of relevant legislation, guidance, policies with ability to interpret and apply them consistently.
Understand responsibilities in terms of Health and Safety, security, confidentiality and data protection.
Experience of delivering excellent housekeeping and assisting with facilities management, ensuring services are delivered safely and securely.

Essential Behavioural & other Characteristics

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures.
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality & diversity of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

Knowledge of the museum and heritage sector.
Experience of working to financial regulations and procedures.
Experience of delivering commercial activity in the heritage sector.

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