Senior Visitor Experience Officer

NATIONAL TRUST; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

An environmental heritage organization is seeking a Senior Visitor Experience Officer to enhance visitor experiences at Basildon Park. You will support the Operations Manager and ensure smooth operations, acting as the primary contact for staff and visitors. The ideal candidate will have strong leadership skills, a commitment to customer service, and the ability to manage and inspire teams, including volunteers. The role offers a competitive package, including a substantial pension scheme and various staff perks.

Benefits

Substantial pension scheme of up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Discounts on gym memberships and shopping

Holiday allowance up to 32 days

Flexible working opportunities

Employee assistance programme

Free parking at most Trust places

Qualifications

• Knowledge of audience engagement and inclusive programming.
• Strong leadership and team co-ordination skills.
• Ability to respond to operational challenges with agility and professionalism.
• Ability to effectively monitor budgets and track performance.
• Deep understanding of health and safety, safeguarding, and compliance.

Responsibilities

• Support the Operations Manager to ensure smooth operations.
• Act as the main contact for staff and customers during emergencies.
• Supervise and manage volunteers.
• Provide top-quality experiences for visitors.
• Achieve high standards of presentation and service.

Skills

People skills

Leadership skills

Budget monitoring

Health and safety compliance

Audience engagement

Job description

Important notice

In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.

We’re looking for someone with great people skills, who loves to inspire and delight by providing top-quality experiences for visitors, to join us as a Senior Visitor Experience Officer at Basildon Park.

You'll carry out duty management as needed, and will work weekends on a rota basis. Sometimes you may need to get stuck in and help wherever you’re needed, to keep the whole place running smoothly.

What it's like to work here

You'll support the Operations Manager in making sure everything runs smoothly in what is a complex and lively visitor business.

As part of the duty management team, you'll be responsible for the smooth running of the property during opening hours, acting as the main contact for staff, volunteers, and customers in case of emergency, enquiry or complaint.

What you'll be doing

As part of the operations team, you'll be focused on achieving the highest standards of presentation and service, helping everything to run smoothly during projects, events, active conservation work, busy school holidays throughout the year. You’ll work alongside colleagues in the Welcome team to make sure everyone who visits has everything they need to enjoy their day.

You’ll have plenty of opportunities to talk to visitors, introducing them to all that makes Basildon Park, so special. You may also be managing and supervising others, including volunteers.

You can view the full role profile for this role in the document attached. You don't have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below :

Minimum Criteria

• knowledge of audience engagement and inclusive programming in heritage or cultural settings
• strong leadership and team co-ordination skills
• ability to respond to operational challenges with agility and professionalism
• ability to effectively monitor budgets and track performance
• deep understanding of health and safety, safeguarding, and compliance in public environments
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Additional Criteria for all other applicants

• experienced in devising and running activities to inspire and engage people
• aware of ways to interpret precious collections of art and objects to a wide variety of people
• flexible, yet with a focus on always giving high standards of customer service
• used to working with and supervising volunteers

The package

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places