Visitor Operations Manager

National Trust; West Devon; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Substantial pension up to 10%

Free entry to National Trust places

Rental deposit loan

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust is seeking a Visitor Operations Manager to oversee Antony House, Buckland Abbey and Cotehele. The role focuses on outstanding visitor experiences, staff and volunteer leadership, and aligning operational plans with the Trust’s values.

You will lead across three properties, champion inclusion, and ensure consistently high standards of presentation and customer service, including duty management on weekends and bank holidays. Transport between sites is expected.

Qualifications

• Experience leading and inspiring teams of staff, volunteers and external partners.
• Commitment to inclusion and diversity in the visitor experience.
• Ability to create and evaluate experiences and events for visitors.
• Strong prioritisation and delegation to empower teams.
• Attention to presentation, interpretation and customer service standards.
• Able to adapt to change and solve problems with others.
• Experience managing budgets and resources to meet targets.

Responsibilities

• Lead across Antony House, Buckland Abbey and Cotehele to deliver high standards of visitor experience.
• Set direction for visitor experiences and ensure alignment with business plans and Trust values.
• Line manage and motivate teams across three locations to deliver excellent service.
• Coordinate weekend, bank holiday work and Duty Management as part of the rota across the sites.

Job description

Summary

We're looking for someone who's calm under pressure and finds ways to help teams run efficiently and achieve the highest standards. If this sounds like you, we'd love you to join us as Visitor Operations Manager across the three National Trust properties of Antony House, Buckland Abbey and Cotehele, This is a chance to make a real difference, welcoming and including people of all interests and backgrounds and helping to look after nature, beauty and history for everyone.

What it's like to work here

The three properties, Antony House & Gardens; Buckland Abbey and Cotehele are three beautiful properties, two of which are situated in the Tamar Valley National Landscape, with Dartmoor National Park and many unspoilt beaches nearby. The properties are brimming with character, and are each located in stunning gardens as well as the estates at Buckland Abbey and Cotehele. The team pride themselves on providing superb customer service, and the family atmosphere amongst the team makes a very special place to work.

The role involves working across all three properties. Due to their location, it's likely you will need your own transport to get between properties.

You will be required to undertake regular weekend working and bank holidays. You will be a part of the Duty Management rota.

For more information about our property please visit cotehele

What you'll be doing

You’ll have a key role in making sure that operational considerations and the needs and expectations of visitors are built into business plans and designs. You’ll lead from the front and champion the Trust's values, ensuring everyone feels welcome and valued.

You’ll set the overall direction for how people experience a visit to Antony, Buckland Abbey and Cotehele, including the Mill at Cotehele, aiming for the highest standards in presentation and customer service. You’ll lead and line manage your teams based across the three properties, inspiring them to feel motivated, ambitious and always focused on helping people to enjoy their best possible visit.

No two days will be the same. This is a busy and rewarding role in a supportive and inclusive environment.

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role.

You will be working regular weekends, bank holidays and undertaking Duty Management as a part of the rota across the three properties.

Who we're looking for

experienced in leading and inspiring others, and working with a range of staff, volunteers and external partners

a champion for inclusion and diversity

skilled at creating and evaluating experiences and events for visitors, including those being run by external partners

good at prioritising and delegating, empowering staff and volunteers at every level

precise and observant, focused on excellent standards of presentation, interpretation and customer service

able to think on your feet and adapt to change, working with others to solve problems and react to opportunities

comfortable with managing budgets and resources to meet set targets

The package

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

• -Substantial pension scheme of up to 10% 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 (for roles that meet the salary criteria)


• -Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts


• -Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.


• -Flexible working whenever possible


• -Employee assistance programme


• -Free parking at most Trust places