Visitor Experience Manager

The National Museum of the Royal Navy; Tees Valley; On-site; GBP 10,000 - 11,000; Full time

Job summary

An iconic national museum in Hartlepool is seeking a Visitor Services Leader to enhance the visitor experience. This role involves leading a team, ensuring excellent customer service, and driving income generation through various initiatives. The ideal candidate will have a passion for creating memorable visits and a strong understanding of health and safety requirements. A supportive workplace with comprehensive benefits is offered.

Benefits

Group pension plan with employer contributions

25 days annual leave plus bank holidays

Enhanced maternity/adoption and paternity pay

Flexible working

Employee Assistance Programme

Free admission to national museums

Discounts at shops and cafes

Qualifications

• Ability to lead and motivate teams.
• Strong understanding of customer service principles.
• Awareness of health and safety requirements.

Responsibilities

• Shape the visitor journey at the museum.
• Motivate and coach staff to deliver excellent service.
• Drive income generation through retail and engagement activities.
• Oversee health and safety and site security.

Skills

Team leadership

Customer service excellence

Commercial awareness

Health and safety knowledge

Job description

Salary (Grade 4) - £10,315.67 - £10,737.60 pro rata per annum (£27,651 - £28,782 FTE)

Hours: 13.99 hours per week - Permanent

Working Pattern: Variable throughout the year, including regular weekend work

Location: National Museum of the Royal Navy, Hartlepool

Our epic story is of the Royal Navy, and its impact on Britain and the world. Here you can come aboard the most famous ships, planes, and submarines of the Royal Navy and experience them through those who served on them. As well as being truly captivated by the thousands of unique, emotional, and sometimes quirky stories that have shaped the Royal Navy into what it proudly stands for today.

Our vision is to be the world’s most inspiring Naval Museum, linking Navy to Nation. You are pivotal in us achieving our vision, and to support this we embrace diversity and want everyone to feel valued and have a sense of belonging.

This Is a Great Opportunity To Join The Team

In this people‑focused leadership role, you will play a key part in shaping the day‑to‑day visitor journey at the National Museum of the Royal Navy, Hartlepool. Working closely with your team, you will ensure that every visitor receives a warm welcome and leaves with memorable experience.

As a visible and supportive leader, you will motivate, coach, and inspire staff each day, helping them to deliver excellent service while also caring for their wellbeing at work. You will take responsibility for the smooth running of the site, ensuring our standards are consistently high across visitor services, retail, ticketing, and engagement activities.

With an eye on both quality and performance, you will drive income generation by supporting your team to achieve targets around guidebook sales, gift aid conversion, retail sales, and upselling opportunities. At the same time, you will maintain oversight of health and safety, site security, and risk management, safeguarding our collections, buildings, staff, and visitors.

We are looking for someone who brings creativity and passion, someone who can spot opportunities to improve how we do things, who will champion innovation in the visitor experience, and who takes pride in making every visit enjoyable, safe, and memorable.

What You Can Bring

• Leading, inspiring and motivating teams
• Excellent customer service and customer care principles
• Commercial awareness and how to drive income through a high‑quality customer experience.
• Health and safety requirements and a willingness to learn more.

What We Offer

• The opportunity to be part of a friendly and diverse workplace within a unique heritage environment.
• Group pension plan with Royal London (6% employer contributions, 2% employee contributions and death in service benefit).
• Free onsite parking
• 25 days’ annual leave (plus bank holidays) pro rata for part time employees, increasing to 30 days’ annual leave (plus bank holidays) after 5 years’ service, pro rata for part time employees, with the option to purchase additional annual leave.
• Enhanced maternity/adoption and paternity pay.
• Flexible working.
• Employee Assistance Programme.
• Free admission to other national museums and attractions within the reciprocal agreement.
• Discounts at our shops and cafes.
• Free and discounted tickets for family and friends.
• A range of other benefits including cycle to work.
• Paid reservist leave.

We want you to succeed and showcase your skills and experiences, so if you are invited to interview, we will share our interview questions with you ahead of time. If you would like to have an informal discussion regarding the role, or ask any questions, please contact Simon Walsh, Operations Manager, on email [e-mail].

All applicants are asked to apply via https://jobs.nmrn.org.uk/ by midnight on Tuesday 11th November. The selection processes will be held on site in Hartlepool on Friday 21st November.

If you require reasonable adjustments to be made to the application process because of a disability, please contact the People team on [e-mail] for support.

This post requires the right to work in the UK. Please note we cannot currently sponsor work visas.