Job Description

Job title: Customer Services Assistant – London Transport Museum (LTM)
Salary: £27,100.00 -£28,050.00
Grade: Band 1
Contract type: TfL
Reference: 4282
Team: Retail
Contract details: Permanent/ Full time – working across a 5-day rota per week, including regular weekend shifts.

Location: London Transport Museum

Application closing date: 17th June at 23.59

All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Please note

We are currently recruiting for multiple roles within our Retail team:

• Customer Services Assistant (x4)
• Customer Services Supervisor (x2)

Please review both roles carefully and apply for the one position that best matches your skills and experience.

About us

London Transport Museum is the world’s leading museum of urban transport, welcoming hundreds of thousands of visitors each year. We bring London’s transport history to life through engaging exhibitions, collections and experiences.

Our Customer Services team is at the heart of this, creating memorable and enjoyable visits while supporting a busy and successful retail operation.

About the role

We are looking for Customer Services Assistants to join our team and deliver outstanding service to customers in our Museum shop.

This is a varied and hands-on role where you will welcome customers, support retail operations, and ensure the shop is well presented and fully stocked. You’ll play a key part in creating a positive, safe and engaging experience for every customer.

You will work closely with supervisors and managers, responding to customer needs, resolving queries and supporting the smooth day-to-day running of the Museum.

Role highlights

• Deliver exceptional front-line customer service to a diverse range of customers
• Support the day-to-day operation of the Museum shop and retail environment
• Ensure the shop is well stocked, visually appealing and operationally ready
• Engage customers and help create a welcoming and enjoyable experience
• Respond to queries and resolve issues quickly and professionally
• Support events and wider Museum activities when required

Working here

At LTM, you’ll be part of a supportive and collaborative team that is passionate about delivering great visitor experiences.

This is a unique opportunity to work in a cultural and heritage organisation, in a vibrant, visitor-focused environment. You’ll gain valuable experience in customer service and retail, while developing your confidence in a busy, high-profile setting.

You’ll also play an important role in helping deliver a safe, engaging and memorable experience for every visitor.

Key accountabilities

• Welcome and engage customers, delivering a consistently high standard of service
• Anticipate customer needs and respond effectively to queries or issues
• Maintain high standards of shop presentation, cleanliness and stock levels
• Follow all financial, stock control and operational procedures
• Support safe working practices and respond appropriately to any issues
• Work collaboratively with colleagues who work in retail office team

Skills, knowledge & experience (essential)

• Experience in a customer-facing role (retail, hospitality, visitor attraction or similar)
• Excellent communication and interpersonal skills
• A proactive approach to delivering great customer service
• Ability to work effectively as part of a team
• Good numeracy and literacy skills
• Basic IT skills (e.g. Microsoft Office)
• Ability to remain professional and calm in a busy environment

Application Process   

• Please apply using your CV only

• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV

• PDF format preferred and do not include any photographs or images

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs to make the process fair.
 
Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme  
• Free travel for you on the TfL network  
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 29/30 days annual leave plus public and bank holidays  
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme Tax-efficient cycle-to-work programme
  Retail, health, leisure and travel offers  
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.