Senior Visitor Experience Officer

London Borough of Hounslow; Hounslow; On-site; GBP 36,000 - 48,000; Full time

Job summary

The London Borough of Hounslow is seeking a Senior Visitor Experience Officer to lead the Visitor experience team across Hogarth's House and Boston Manor House. You will ensure a welcoming and engaging experience for visitors while coordinating public programming, hires and care of the buildings.

Reporting to the Historic Houses Senior Manager, you will manage volunteers and work with colleagues to provide training and development opportunities for staff and volunteers alike.

Qualifications

• Experience leading visitor experience teams.
• Experience managing and developing staff and volunteers.
• Enhanced DBS clearance and commitment to safeguarding.

Responsibilities

• Lead the Visitor experience team to ensure a welcoming and engaging visitor journey.
• Organise the team to support public programming, hires and building care.
• Coordinate with the Volunteer Manager and arrange training and development for staff and volunteers.

Skills

Leadership

Staff management

Volunteer coordination

Stakeholder engagement

Visitor services improvements

Job description

About us at Hounslow

We'd love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we've built strong partnerships which have transformed how we serve one of London's most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About our Commitment to Diversity and Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in "Harness the Mix". It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There's space for you to tell us what you need within our application form.

Our Benefits

If you join us, you'll have access to a range of employee benefits. Read more about these here.

About The Role

This is an exciting opportunity to be part of the historic houses team as Senior Visitor Experience Officer at the London Borough of Hounslow's two historic houses, Hogarth's House and Boston Manor House.

This role will lead the Visitor experience team ensuring a welcoming and engaging experience for visitors while organising their team to support public programming, hires and caring for the buildings. The role will also manage the workloads of volunteers with front of house responsibilities, co-ordinate with the Volunteer Manager and work with colleagues to ensure training and development opportunities are in place to support the development of staff and volunteers alike.

About The Team You'll Be Working In

This role sits within the Culture Team as part of the historic houses sub team. The historic houses team manage the two London Borough of Hounslow's two owned and operated historic houses, Boston Manor House and Hogarth's House. This team is responsible for the care of these buildings and their collections as well as the public programmes for each site.

This role reports directly to the Historic Houses Senior Manager, the head of the historic houses team.

About You

We are looking for a candidate who meets the following qualities and experience:

• A self-motivated, strong leader who sets tone and pace using excellent communication and influencing skills.
• Experience of managing and developing staff and volunteer teams.
• Extensive experience of successfully coordinating the visitor offer with a range of diverse departments and stakeholders.
• Experience of researching, implementing and reviewing visitor operation improvements.
• Experience of facilitating and supervising maintenance work.

Essential for The Role

Enhanced DBS

Read more about the work you'll be doing in the Role Profile.

When Interviews Will Be Held And Who To Contact

The key information you need about the role should be in the role profile, but if you have any further questions about the role, please contact:

Email: [e-mail]

Telephone: [phone]

Interviews for this job will be held during week commencing 9th November 2026.