Visitor Experience - Duty Manager

ROYAL BOTANIC GARDENS/KEW GARDENS; Crawley; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading botanical organization in Crawley is seeking a Visitor Experience – Duty Manager to oversee daily operations at Wakehurst. The successful candidate will ensure maximum visitor enjoyment while maintaining safety and quality standards. Key qualifications include strong customer service skills, operational management experience, and the ability to work collaboratively under pressure. This role offers a range of benefits including continuous learning opportunities and a competitive pension.

Benefits

Generous annual leave entitlement

Flexible working

Cycle-to-work scheme

Discounted gym membership

Employee discount scheme

Free entry into national museums and galleries

Qualifications

• Proven track record of delivering high levels of customer service.
• Previous operational management or supervisory experience within a visitor attraction is preferred.
• Ability to work collaboratively and make informed decisions under pressure.

Responsibilities

• Oversee and coordinate the daily running of Wakehurst.
• Ensure maximum visitor enjoyment and quality presentation standards.
• Maintain health, safety, and security of gardens, staff, and visitors.

Skills

Customer service

People management

Operational management

Job description

This is an exciting opportunity to join the team at Wakehurst, Kew’s Wild Botanic Garden in Sussex, in the recently established role of Visitor Experience – Duty Manager.

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.

If you are interested in this position, please find out more by clicking “Apply”.

We are dedicated to equality of opportunity and welcome applications from all sections of the community. We are committed to interview disabled applicants who meet the essential criteria for the post.

No agencies please.