Retail Assistant

Salary: £28,800 per annum

Full Time 40 hours 5 days per week (including at least 2 late shifts Friday and Saturday 1-9pm)

Permanent

Role Purpose:

Retail Assistants are essential to the delivery of the National Portrait Gallery’s vision and values by providing a welcoming, knowledgeable and inspiring experience for all.

Responsible for assisting in the operation of the Gallery retail shops, Retail Assistants work proactively to drive income generation through agreed targets for the sales of the merchandise and products available through all of the outlets. By actively engaging with visitors in the retail shop environments, Retail Assistants utilise effective cross-selling and upselling skills to enhance sales and customer satisfaction. Excellent levels of customer service, product knowledge, merchandise display and maintenance are critical to the role.

Promoting the retail offer, omni-channel services and processing customer transactions is central to the role. Supporting customers throughout their journey from visitor to shopper, and being the face-to-face advisor for all Retail enquiries with the aim of developing the reputation of the Gallery as destination for shopping.


Key Accountabilities:

• Provide a warm welcome to all visitors to the Gallery, assisting with orientation where necessary and offering advice to enhance each visitors’ experience, increasing the Gallery’s reputation as a top visitor attraction.
• Maintain an up to date knowledge of the Gallery’s programme including Collection displays, exhibitions, activities and events, to enhance customer service.
• Serve customers politely, quickly and efficiently, sharing product knowledge, advice and guidance where necessary, in order to maximise income for the Gallery. Supporting and facilitating the omni-channel services available.
• Work broadly across the Gallery shops and back of house retail facilities when required and develop the required knowledge and understanding of the full retail operation and stockholding.
• Operate till points when required, ensuring that transactions are processed accurately and that customers are highly satisfied at the point of purchase. Completing end of day procedures accurately and securing financial concerns such as cash takings, receipts and transaction documents.
• Maximise presence on the shop floor to assist and actively engage with shop visitors, provide guidance and promote retail products and services such as print on demand, whilst maintaining awareness of the security of merchandise.
• Work collaboratively with the Security and Visitor Experience teams to monitor and respond to the safety and security of customers, staff, stock inventory, and shop spaces and equipment.
• Maintain the visual appearance of the Gallery shops ensuring they are consistently clean, tidy, well stocked and accurately priced and that displays are held up to the highest of standards, attracting and delighting customers in collaboration with the Merchandise and Buying teams.
• Caring for and maintaining stock, keeping accurate records and using inventory control systems and technology where required, reporting and escalating issues to the appropriate team members in a timely manner. Completing replenishment tasks effectively in line with merchandising standards and processes.
• Be flexible to the needs of the Retail operation by adapting to variable staffing levels and the demands on each retail outlet at different times, for example relocating to another Gallery shop at short notice or supporting the Ecommerce and Merchandise teams with ad-hoc duties.
• Assist with annual and rolling stock take procedures.
• Respond to customer feedback and complaints, using own initiative to resolve issues or escalate where appropriate.
• Champion inclusion and diversity awareness in order to facilitate access for all visitors. Responding to visitor needs as appropriate and being available to offer support.
• Work creatively and collaboratively with colleagues in the Commercial department to continuously improve the Retail offer and Commercial services at the Gallery.
• Strive to achieve income targets by being enterprising and actively encouraging visitors to shop with the Gallery but also join and support the Gallery through the promotion of Memberships, mailing list sign-ups and marketing channels such as social media.
• Support the delivery of events, including outside of public opening hours, working closely with relevant departments to ensure that all needs are met.
• Undertake all duties in an environmentally sustainable manner in line with the Gallery’s sustainability policies and targets.

The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role

To read the full job description, please follow the link: Retail Assistant, Job Description

Key Experience, Skills and Criteria:

• Strong organisational skills and attention to detail with the ability to prioritise tasks, especially in the busy environment.
• Excellent numeracy and confidence in using EPOS technology.
• A passion for the types of products the Gallery sells.
• A creative thinker who is willing to experiment with new approaches.
• Excellent communication and interpersonal skills.
• Strong sales skills, motivated and target focused.
• A confident public speaker with the ability to deliver complex information in an engaging manner to a diverse audience.
• A calm and confident approach in dealing with challenging situations.
• An ability to handle customer complaints with ease and authority.
• Strong team player who is flexible and works collaboratively towards shared targets.
• A commitment to self-development.
• Enterprising with a willingness to maximise opportunities for income generation in the Gallery.
• An interest in and commitment to the work of the Gallery.
• A strong commitment to equality and diversity with the ability to balance differing needs.

We offer a competitive benefits package, including:

• Generous pension scheme
• 27 days annual leave allowance, in addition to bank holidays
• Interest free season ticket and bicycle loans
• Rental deposit scheme
• Membership of the Civil Service Sports & Leisure club
• Access to independent, low cost healthcare schemes
• Employee assistance programme
• Free entry to many UK museums, galleries and exhibitions
• Staff discounts on purchases in online shop
• Professional & personal development opportunities

Closing date for returned applications is 9:00am on 14th of July, 2025.

First round interviews will take place the 21st of July, 2025 in person. Please indicate on the notes section of your application form, if you will be unable to make these dates.

We are committed to the employment and development of disabled people. When assessing and shortlisting our candidate pool for interviews, we are committed to removing any bias through our process to ensure all individuals with a disability are included. To be invited to the interview stage, you must show through your application that you meet the minimum criteria and/or the desirable skills required for the role. If you tell us that you have a disability we can make reasonable adjustments at interview, and, if you join us, to your work arrangements.