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Job Post Details

Retail and Admissions Supervisor - job post

Imperial War Museums
4.1 out of 5 stars
London
£29,860 a year - Permanent
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Job details

Pay

  • £29,860 a year

Job type

  • Permanent

Shift and schedule

  • Weekend availability

Location

London

Benefits

Pulled from the full job description

  • Annual leave
  • Employee discount
  • Employee assistance programme
  • Company pension
  • Cycle to work scheme
  • Season ticket loan

Full job description

Opportunity ID


687

Location
IWM London
Career Level
B
Salary
£29,860 per annum
Hours
37.5 per week
Department
Retail, Admissions, Publishing & Brand Licensing
Position type
Permanent
Job Summary

IWM London has 4 permanent galleries, 2 permanent displays and host several special exhibitions throughout the year. The branch does not charge an admission entry fee.

In 2025, IWM Retail and Admissions welcomed over 2 million visitors. IWM London is the busiest of the 5 branches with over 750,000 people coming through our doors every year. We are often the first and last members of staff visitors interact with touchpoints including the guidebook pod, information desk and shops. The key admission roles are focused on welcome, orientation and income generation.

IWM London’s retail operation is based around three permanent shops, but we also regularly run pop-up shops for our special exhibitions, support events and host author signings. The aim is to maximise sales and drive excellent customer service.

In addition, we work closely with the other teams and departments to provide a seamless visitor experience. This includes selling memberships, reconciling donations, maintaining maps and marketing resources, supporting family activities and helping visitors with research queries.

Key duties

You will be expected to work independently as well as across different teams to contribute to and deliver the priorities of IWM - using your knowledge, skills, talent and potential to the best of your ability.


You will help lead the team to deliver excellent customer service and operational efficiency while being professional, courteous, and representing the IWM brand. You will also adhere to all corporate standards, and use corporate systems as directed to ensure consistency of service, brand and operational standards.

You will identify and implement learning and development needs for both you and your team.

In addition, you will:

  • Positively engage with every visitor to the museum, at any and every point of their visit, consistently delivering the highest standards of customer service and leading the team by example.
  • Take responsibility for driving retail sales and achieving KPIs through proactive, positive interactions with our customers, excellent product knowledge and upselling and coaching the team to do the same.
  • Develop a strong knowledge of IWM, its collection and the local area to promote a culture of continuous learning in the team.
  • Assist with creating daily staffing rotas to ensure that staffing levels reflect the needs of the business.
  • Process deliveries and accurately manage stock levels.
  • Assist with the monitoring of general performance of staff through regular observations, quality assessing customer facing skills and picking up on any poor performance to ensure expectations are met. Feedback regularly to staff on their performance through regular one to ones.
  • Assist with the training and induction of all new staff.
  • Respond to customer enquiries and deal with complaints in a calm, professional manner.
  • Adhere to IWM’s financial and cash handling procedures, always showing exceptional attention to detail.
  • Maintain Retail and Admissions spaces, ensuring they are kept clean and merchandised to the highest standards.
  • Be fully aware of all IWM and Retail and Admissions policies and procedures and keep up to date with any changes. Take responsibility for these policies and procedures, ensuring they are met by you and by the rest of the team.
  • Be responsible for the health, safety and welfare of staff and customers, ensuring compliance with all legislation and IWM policy.
  • Work on a flexible rota pattern which includes regular weekend and bank holiday work, and some early morning and evening working where required.
  • Act as Retail and Admissions duty manager in the absence of the Retail and Admissions Manager and Deputy Manager.
  • Work in the other London branches to provide cover for staff shortages as and when required.
  • Undertake any other related duties when required by the Retail and Admissions management team.
Application closing date

June 14th 2026, 11:55 PM

Interview Details

Interviews for this post are planned for the 19th and 24th May.

Benefits

The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.

  • Annual Leave: You'll have 25 days of annual leave, with public holidays on top. After 3 years, this increases to 27 days and after 5 years, you’ll get 30 days
  • Company Group Pension Plan: Our commitment to your financial well-being includes competitive employer contributions to your pension starting at 7% to a maximum of 12%.
  • Enhanced Maternity and Paternity Benefits: Celebrate life’s milestones with confidence, knowing that our policies support growing families.
  • IWM4me: Tailor your benefits to your unique needs through IWM4me. Access health, protection, and lifestyle benefits at corporate rates, ensuring your holistic well-being.
  • Free Sanitary Products: We prioritise your comfort by providing free sanitary products across all our sites.
  • Retail Discounts: 25% off IWM Cafes, 20% discount in on-site shops, Benefits hub offering retail discounts to several high street shops (via our EAP provider) and MyActive discounts for health and wellbeing based retail discounts (via IWM4me)
  • Free Entry to IWM Air Shows: Witness the thrill of vintage aircraft at our air shows.
  • Free Entry to Partner Museums & Galleries: Immerse yourself in art, history, and culture through our reciprocal arrangements with other institutions.
  • In-House Training Programmes: Fuel your intellectual curiosity and professional growth through our comprehensive training initiatives.
  • Season Ticket Loan Scheme: Simplify your daily commute with our interest-free loan program.
  • Cycle 2 Work & Cycle Hire: Promote well-being and environmental consciousness by cycling to work.
  • Eye Tests: Money back up to £80 for an eye test and a new pair of glasses.
  • Employee Assistance Programme: Access confidential support for personal or work-related challenges.
  • Benenden Healthcare & Dental Insurance: Prioritise your health with access to quality healthcare services (subject to terms and conditions).
  • Civil Service Sports Club Membership: Opportunity to join and enjoy additional discounts and perks as part of a vibrant community.
  • Staff Events and Networks: Join fellow colleagues in social gatherings and events, fostering camaraderie and shared experiences.

…and more!

Ready to embark on this exciting journey with us? Apply now and become part of IWM!

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:


A basic check, which shows unspent convictions and conditional cautions.

Equal Opportunities and Flexible Working

IWM is committed to a policy of Equal Opportunities.

We miss out when people feel IWM isn't for them, and are committed to removing and reducing barriers to make IWM open to everyone.

Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our visitors to the facilities we make available to public.

At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds.

We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We believe that you will do your best at work if you have a work / life balance. Some roles lend themselves to flexible options more than others, so if this is important to you please raise this with your recruitment contact, as we are open to discussing agile working opportunities during the hiring process.

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