Visitor Experience - Duty Manager

ROYAL BOTANIC GARDENS KEW; Crawley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading botanical organization in the UK is seeking a Duty Manager to oversee daily operations at Wakehurst. The ideal candidate will have a strong background in customer service and operational management within a visitor attraction. Responsibilities include ensuring maximum visitor enjoyment and maintaining safety standards. This role offers a fantastic benefits package, including professional development opportunities and flexible working arrangements.

Benefits

Generous annual leave

Flexible working hours

Employee Assistance Programme

Cycle to work scheme

Discounted gym membership

Competitive pension

Employee discount scheme

Free entry to national museums and galleries

Qualifications

• Demonstrated ability to deliver high levels of customer service.
• Proven operational management or supervisory experience in a visitor attraction.
• Strong collaboration skills and flexible problem-solving ability.

Responsibilities

• Oversee daily operations and ensure visitor enjoyment.
• Coordinate with teams to maintain safety and presentation standards.
• Support health, safety, and security for staff and visitors.

Skills

Customer service

People management

Operational management

Decision-making under pressure

Job description

Our Duty Managers are at the heart of the visitor operation and are responsible for overseeing and co‑ordinating the daily running of Wakehurst. Working with teams across site, the Duty Managers ensure that we consistently deliver maximum visitor enjoyment and quality presentation standards whilst maintaining the health, safety and security of the gardens, buildings, staff, volunteers, and visitors.

An Enhanced DBS Check is required for this role.

We are looking for a dynamic, proactive, and motivated individual with a 'can do' attitude and a willingness to be flexible and 'get stuck in' as required. A proven track record of delivering high levels of customer service is an essential requirement and previous operational management or supervisory experience within a visitor attraction would be a key advantage. Strong people management skills with the ability to work collaboratively and make informed decisions under pressure will be pivotal to the success of this role.

Interviews are due to take place on 3 February 2026.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well‑being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world's plants and fungi.

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work‑life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.