Senior Visitor Experience Officer

National Trust; High Wycombe; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Pension up to 10%

Free NT entry passes

Season ticket loan

EV car lease

Discounts at work

Holiday allowance 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust in High Wycombe is seeking a Senior Visitor Experience Officer to lead our Visitor Welcome team at Hughenden Manor, with responsibilities across Hughenden Manor and West Wycombe Park during open season.

The role includes duty management, supervising staff and volunteers, and maintaining high standards of visitor welcome and presentation to ensure a memorable experience for every guest.

Qualifications

• Experience devising and running activities to inspire and engage people.
• Skilled at communicating, and building good working relationships with people in your team and beyond.
• Aware of ways to interpret precious collections of art and objects to a wide variety of people.
• Well-organised, and able to work at pace and keep to time.
• Confident that you can deal with all kinds of people in all kinds of situations.
• Flexible, yet with a focus on always giving high standards of customer service and supporting volunteers.

Responsibilities

• Lead our Visitor Welcome team to ensure every visitor receives a warm welcome and the information they need.
• Maintain high standards across visitor-facing areas of the property and ensure it is presented at its best.
• Motivate and develop your team, including volunteers, to deliver outstanding service.
• Collaborate with colleagues across departments to deliver a joined-up visitor experience.
• Take on duty management responsibilities, including weekends on a rota basis, to keep the property running smoothly.

Skills

Activity programming

Team leadership

Communication

Audience interpretation

Organisation

Volunteer supervision

Job description

Summary

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 Hughenden Manor and West Wycombe Park.

The role is generally based out of Hughenden, but also supports West Wycombe Park during its open season.

The role is 5 days in 7, weekend and bank holiday working is required, this is based on the needs of the business and will be discussed at interview.

What it's like to work here

Reporting to the General Manager, you'll be a key member of Hughenden's Property Leadership Team, helping to shape the day-to-day operation of the property and ensuring we continue to deliver a high-quality experience for all our visitors.

Hughenden Manor is an impressive red-brick mansion set within rolling parkland on the edge of the Chiltern Hills. Best known as the country home of Victorian Prime Minister Benjamin Disraeli, it also played a remarkable role during the Second World War as the location of the secret map‑making operation, Hillside. Today, visitors come to Hughenden to discover these fascinating stories, explore the gardens and parkland and enjoy time in this special place.

This role has a strong operational focus, leading a small team of Welcome and Service Assistants and working closely with colleagues and volunteers across the property to ensure the highest standards of visitor welcome, presentation and service. As part of the leadership team, you'll help ensure the smooth running of the property, making decisions that support both our visitors and the wider team.

Our culture is built around teamwork, enjoyment and mutual support. We're a group of people who are driven to achieve and deliver great results, while genuinely caring about one another. We value collaboration, celebrate success together and create an environment where everyone can thrive, develop and feel valued.

Hughenden is located just outside High Wycombe and benefits from excellent transport links, making it easily accessible for colleagues, volunteers and visitors alike.

Click here for more information about this location

What you'll be doing

As our Senior Visitor Experience Officer, you'll play a key role in creating exceptional experiences for everyone who visits Hughenden. Leading our Visitor Welcome team, you'll help ensure every visitor receives a warm welcome, excellent service and the information they need to make the most of their day.

You'll be responsible for maintaining high standards across the visitor-facing areas of the property, ensuring Hughenden is presented at its very best. You'll support, motivate and develop your team, creating a positive and inclusive environment where colleagues and volunteers can thrive.

As a member of the property leadership team, you'll work collaboratively with colleagues across all departments, helping to ensure the smooth day-to-day operation of Hughenden Manor and delivering a joined‑up visitor experience.

You'll take on duty management responsibilities, providing leadership and decision‑making support across the property, including weekends on a rota basis. Whether you're supporting your team, collaborating with colleagues across Hughenden or responding to the needs of a busy day, you'll play an important part in helping this special place run smoothly and ensuring every visitor enjoys a memorable experience.

You can view the full role profile for this role in the document attached. You don't need to 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.

Who We're Looking For

• experienced in devising and running activities to inspire and engage people
• skilled at communicating, and building good working relationships with people in your team and beyond
• aware of ways to interpret precious collections of art and objects to a wide variety of people
• well‑organised, and able to work at pace and keep to time
• confident that you can deal with all kinds of people in all kinds of situations
• 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 (for roles that meet the salary criteria)
• 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

Click here to find out more about the benefits we offer to support you.

National Trust place

Hughenden Manor, Hughenden Park, High Wycombe, HP14 4LA

Documents

Senior Visitor Experience Officer - Career Level B.pdf

Requirements

Compliance.Eligibility to Work in the UK

Closing Date: 20th September 2026

Interview Dates: 28th/29th September 2026

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.