Visitor Experience Team Leader – Visitor Centre - FTC

The Crown Estate; Old Windsor; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading property management organization is seeking a Visitor Experience Team Leader for a 12-month fixed term contract. The role involves ensuring exceptional visitor experience, leading team operations, and resolving customer complaints. Candidates should have experience in customer service and strong communication skills. This position offers competitive salary and extensive benefits, promoting work-life balance.

Benefits

Private healthcare

Performance-related bonus

28 days holiday with option to buy more

Qualifications

• Experience in a busy, front-line customer service environment.
• Strong customer service ethos and ability to coach and mentor a team.
• DBS approved and First Aid qualified.

Responsibilities

• Lead the on-the-ground delivery of the visitor experience.
• Assign team members to customer touchpoints based on footfall.
• Resolve escalated customer complaints and ensure documentation.

Skills

Front-line customer service experience

Complaint management skills

Strong customer service ethos

Excellent communication skills

Problem-solving skills

Job description

Visitor Experience Team Leader – Visitor Centre - 12 month fixed term contract

The Crown Estate is looking for a proactive and people-focused Visitor Experience Team Leader to champion the delivery of an exceptional visitor experience at our Visitor Centre. This role is key to ensuring smooth daily operations, high levels of customer satisfaction, and effective team support. You will lead by example, providing operational guidance and fostering a welcoming and inclusive environment for all visitors.

Purpose of Role

The successful candidate will be responsible for leading the on-the-ground delivery of the visitor experience, adapting to changing needs throughout the day.

Context of Opportunity / Main Accountabilities

• Lead the on-the-ground delivery of the visitor experience, adapting to changing needs throughout the day.
• Assign team members to customer touchpoints based on footfall to ensure full coverage.
• Liaise with the Digital Service Desk to resolve system issues.
• Support the team in achieving targets and communicating membership benefits to visitors.
• Monitor team performance and provide coaching to build skills and confidence.
• Conduct inductions for new team members and identify training needs.
• Resolve escalated customer complaints and ensure proper documentation.
• Oversee catering service standards and liaise with third-party providers as needed.
• Manage the Welcome Desk and retail spaces, ensuring cleanliness and stock levels.
• Share business updates and performance insights with the team.
• Ensure prompt resolution of building maintenance issues.
• Open and close the Visitor Centre in line with operating procedures.
• Administer First Aid and ensure compliance with policies including cash handling, uniform standards, and lost property.

Most Important Skills-Based Requirements

• Experience in a busy, front-line customer service environment.
• Proven ability to manage complaints and achieve positive outcomes.
• Strong customer service ethos and ability to coach and mentor a team.
• Excellent communication skills and approachability.
• Ability to support others through change and identify benefits.
• Problem-solving mindset with attention to detail.
• Team-oriented with a collaborative approach.
• IT literate and comfortable using digital systems.
• DBS approved and First Aid qualified.

This is a fixed term contract position.

Our Offering / benefits: As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from market leading family policies and shopping discounts, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly, enabling you to be your best self to work.

We are a proud disability confident employer and operate the offer of interview scheme. We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity. For any questions about our recruitment process or to discuss adjustments, please contact us on [e-mail]