Visitor Operations Manager - Alresford

National Trust; Bishop's Sutton; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Substantial pension scheme

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

Job summary

National Trust is seeking an experienced Visitor Operations Manager to lead day-to-day visitor operations across several Hampshire and West Sussex properties. You will drive a culture of welcome, high standards and continuous improvement, overseeing reception, volunteers and service delivery to ensure memorable visits.

You will partner with the Visitor Experience Manager to translate strategy into exceptional visitor experiences, while safeguarding safety and presentation across diverse sites

Qualifications

• Experience managing operations in a visitor-facing environment (heritage, tourism or similar).
• Excellent understanding of service delivery and customer experience.
• Ability to lead with initiative, adapt to change and solve problems with others.
• Experience influencing staff, volunteers and external partners to deliver high presentation standards.

Responsibilities

• Lead the day-to-day visitor operation across multiple properties.
• Embed a culture of welcome, high standards and continuous improvement.
• Oversee visitor reception, volunteer experiences, service standards and safety.
• Support membership and visitor giving to sustain portfolio long-term.

Skills

Visitor operations

People leadership

Customer experience

Stakeholder management

Health & safety

Budgeting & cost control

Job description

This is an exciting opportunity for an experienced people leader who is passionate about delivering exceptional visitor experiences every day. Working closely with the Visitor Experience Manager, you'll play a vital role in turning strategic plans into operational excellence, ensuring every visitor receives a warm welcome, a seamless visit and a memorable experience that inspires them to return and support the National Trust. You'll lead our visitor-facing operation, embedding a culture of welcome, high standards and continuous improvement across the portfolio. Overseeing visitor reception, volunteer experiences, service standards and day-to-day visitor operations, you'll ensure our places are welcoming, safe and beautifully presented for everyone. The role is expected to work across several different properties across Hampshire and West Sussex so you will need to be willing and able to travel. What it's like to work here The Hinton Group comprises Hinton Ampner, Uppark House and Garden, Winchester City Mill, and Ludshott and Selborne Commons. This is a busy and diverse portfolio where outstanding visitor experiences depend on great people and strong teamwork. You'll join a supportive and hard-working team that values collaboration, initiative and a positive, can-do approach. With a wide variety of places, visitors and volunteers, every day brings new challenges and opportunities to improve, innovate and make a difference. Whether you're leading teams, supporting volunteers or solving operational challenges, you'll play an important role in ensuring our visitors receive the warm welcome and high-quality experience we're known for. What you'll be doing As Visitor Operations Manager, you'll play a pivotal role in shaping how people experience some of the National Trust's most special places. Working closely with the Visitor Experience Manager, you'll turn ambition into reality, leading the day-to-day visitor operation and ensuring every visit is welcoming, seamless and memorable. People leadership will be at the heart of your role. Leading a dedicated team of staff and volunteers, including the Winchester City Mill Operations Manager and Hinton Welcome Manager, you'll create a culture of accountability, collaboration and exceptional service, empowering others to deliver their best every day. Through your operational expertise, attention to detail and commitment to continuous improvement, you'll set the standard for visitor satisfaction across the portfolio. You'll spot opportunities, solve problems and drive high standards, ensuring our places are welcoming, safe and beautifully presented while supporting membership, visitor giving and the long-term success of our portfolio.
We'd love to hear from you if you're:

• someone with proven experience managing operations in a visitor-facing environment (heritage, tourism, leisure or similar);
• precise and observant, with an excellent understanding of service delivery and customer experience;
• able to think on your feet and adapt to change, working with others to solve problems and react to opportunities;
• experienced in working with and influencing a range of staff, volunteers and external partners to deliver high presentation standards;
• skilled in planning, problem solving, and adapting to changing demands;
• great at prioritisation, delegation, and empowering staff and volunteers at every level;
• knowledgeable in health & safety, compliance, and risk management; and
• able to drive income and manage costs with commercial awareness and ability.
  The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.

The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world. Its achievements have enabled the general public and the Trust's members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement. The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

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