Job title: VISITOR EXPERIENCE ASSISTANT

Contract: Fixed Term Contract (6 months)

Hours: 24-40 hours per week including weekdays, weekends, bank holidays and occasional evening work

Salary: £12.21 per hour

Reports to: Visitor Experience Manager

ABOUT BATH ABBEY

Bath Abbey is a vibrant parish church at the heart of the UNESCO World Heritage City of Bath. As the last great medieval church built in England, the Abbey has been a place of worship, welcome and wonder for more than 500 years. Today, it is home to a thriving gathered congregation from all over the city and surrounding area, supported by dedicated staff, talented choirs, and hundreds of volunteers, while also welcoming over 350,000 visitors from around the world each year.

Guided by our values—Welcoming, Sharing, Cherishing and Flourishing—we strive to be an inclusive, diverse and caring community where all can contribute and grow. Recent investment through our ambitious Footprint Project has transformed the Abbey for the future, creating new spaces, improving sustainability and enhancing our visitor and worship experience.

Joining Bath Abbey means becoming part of a place where heritage, hospitality and hope come together—serving the city, celebrating our shared story and shaping the Abbey’s mission for generations to come.

INTRODUCTION TO THE ROLE

Thank you for your interest in the role of Visitor Experience Assistant at Bath Abbey.

Bath Abbey attracts approximately 350,000 visitors a year. Working alongside a team of other Visitor Experience Assistants the focus of this role is to ensure all our visitors receive a consistently warm welcome and have an outstanding experience with us. You will help ensure the smooth running of the day-to-day on-site visitor experience.

We’re looking for someone with a high standard of customer engagement and a friendly approach to supporting all our visitors. We need an enthusiastic team player who is comfortable working in a quick paced environment.

KEY RESPONSIBILITES

Visitor experience

Provide a consistently warm, professional, and efficient welcome at the Abbey’s entrance and support the volunteer team to do the same.

Deliver high-quality and engaging tours of the Abbey, including the Tower, to visitors, groups and private visits of varying age ranges and group sizes.

• Ensure queues to the Abbey and Discovery Centre are efficiently managed.

• Take payment at the tills for admission, tours, audio guides and merchandise.

• Follow the Abbey’s money handling procedures.

Ensure the entrance, Abbey floor, Tower and exterior of the Abbey are welcoming, safe, clean, and tidy at all times and that any leaflets, posters and other literature is relevant, well stocked and in date. Report or escalate any defects or issues that you are not able to make good.

• Respond to visitor feedback in a professional and timely manner, escalating as necessary.

Support the Operations Team in ensuring the safety and security of the Abbey and its visitors by acting as the eyes and ears on the ground and reporting any concerns to the Operations Team immediately.

• Ensure the smooth entry of groups to the Abbey.

Communicate and work with other departments to ensure visitor facing events run smoothly.

• Support the shop team in the day-to-day retail operation as required.

Other

Attend relevant training and meetings as directed by the Visitor Experience Management Team.

From time to time, you may be asked by the Visitor Experience Management Team to complete additional tasks which support the Abbey’s mission in line with your level of responsibility and pay.

Adhere to all Bath Abbey policies and procedures. A proven ability to handle demanding and difficult situations with the public, in a calm and confident manner.

PERSON SPECIFICATION

ESSENTIAL

Sympathy with and understanding of the vision and values of Bath Abbey as a place of worship.

Experience

Experience working in a busy visitor or customer focused environment.

Skills

Exceptional visitor service skills.

• Confidence to engage groups of visitors during tours.

Clear and effective communication skills, including the ability to articulate information to all visitors in a meaningful and interesting way.

• Able to work as part of a team and on your own initiative with support from the Visitor Experience Management Team.

Knowledge

Existing knowledge of, or a willingness to learn about, the history of the Abbey and its role as a working church.

Other

• A flexible, visitor focused approach.

• Attention to details, especially with regards to health and safety.

• A good level of fitness (Tower Tours require going up and down a large number of steps multiple times a day)

• Willingness to work flexible hours, including weekends, bank holidays and occasional evenings.

BathAbbey

DESIRABLE

Experience

• Cash handling / till reconciliation experience

Experience working in a public facing role at a visitor attraction

Experience working with volunteers.

Knowledge

• A working knowledge of front of house ticketing systems.

Knowledge of good health and safety practice.

Special requirements

You must have a right to work in the UK. The successful candidate will need to complete our safer recruitment process which includes successful enhanced DBS checks.

APPLICATION

To submit an application please send a full CV and supporting statement of no more than one A4 page which explains why you are a suitable candidate. Please include the details of two references. References will only be taken up once an offer has been made.

Please send your CV and supporting statement to Beth Carter, Visitor Experience Manager, bcarter@bathabbey.org and Sue Horwood, Human Resources Advisor, recruitment@bathabbey.org.

Deadline for applications: Tuesday 30 June 2026

Please note: Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant. If you have not heard from us by 31 July 2026 please assume you have not been successful on this occasion.