Visitor Experience Officer - London

National Trust; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A heritage conservation organisation is seeking a proactive Visitor Experience Officer to join their team in Westminster, UK. The role involves ensuring exceptional service, managing volunteers, and maintaining site safety. Ideal candidates are detail-oriented, great communicators, and able to handle multiple responsibilities. Benefits include a substantial pension scheme, flexible working, and free entry to National Trust properties. This full-time position requires a commitment to providing memorable visitor experiences.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Gym memberships and discounts

Holiday allowance of up to 32 days

Flexible working opportunities

Employee assistance programme

Free parking at most Trust places

Qualifications

• Ability to build rapport with diverse groups of people.
• Experience managing multiple deadlines independently.
• Skilled at producing marketing and promotional content.

Responsibilities

• Open and close both sites, ensuring safety and presentation.
• Provide exceptional service to visitors and support operations.
• Manage and support a team of volunteers effectively.

Skills

Communication skills

Organisational skills

Detail-oriented

Teamwork

Tools

Microsoft Office

Web publishing

Social media

Job description

Overview

Important notice: In line with our redeployment policy, we will prioritise applications from employees who are under formal notice of redundancy.

This is a rare opportunity to join our team working across two very different National Trust sites – Fenton House & Garden and 2 Willow Road in Hampstead. These intimate places provide unique experiences for our visitors and we need an enthusiastic, proactive Visitor Experience Officer to help deliver exceptional service for every visitor and volunteer.

The role is full-time, five days a week, from 9:00 am to 5:30 pm. During the open season (March to October) you will work Wednesday–Sunday; in the closed season (November to February) working days can be flexible.

Responsibilities

• Open and close both sites, ensuring they are presented at their best and safely maintained.
• Provide great service to visitors throughout busy days and support behind‑the‑scenes work to keep sites compliant.
• Assist with designing and installing visitor‑facing signs and creating memorable moments for guests.
• Support the delivery of events outside normal opening times and help the Experience and Programme Manager evolve outreach programmes to reach a broader audience.
• Manage and support a team of volunteers, answering questions, resolving problems, and providing training and inspiration.
• Recruit new volunteers and manage their overall experience with the National Trust.
• Handle enquiries via email, manage group bookings, and maintain the website and social media channels.
• Maintain safety and compliance across both properties, taking on specific compliance responsibilities.

Qualifications

Minimum criteria for all applicants

• Good at talking to and building rapport with all kinds of people.
• Experienced with multiple deadlines, able to organise and manage workload independently.
• Detail‑oriented, taking pride in achieving perfection for our visitors and inspiring others.
• Comfortable operating independently, owning decisions and taking responsibility.
• A hard‑working, committed, team player.

Additional criteria for all other applicants

• Adaptable, exercising empathy and good judgement when needed.
• Experience producing interpretive materials such as displays, exhibitions and marketing or promotional content.
• Comfortable with IT – Microsoft Office, web publishing and social media.

Benefits

• Substantial pension scheme of up to 10% of 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.
• Perks and discounts such as gym memberships, shopping discount codes and cinema discounts.
• Holiday allowance of up to 32 days, with a holiday purchase scheme (subject to meeting minimum criteria).
• Flexible working whenever possible.
• Employee assistance programme.
• Free parking at most Trust places.

Applications from redeployed employees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet these criteria.