Senior Visitor Experience Officer

3 weeks ago

Dorking, United Kingdom The National Trust Full time
Senior Visitor Experience Officer - Dorking

Summary

We’re looking for someone who enjoys the outdoors and wants to share Box Hill’s wonderful countryside with others. This role is all about people – connecting with them, inspiring them, and making sure they have the best day possible when they visit this iconic place.



What it's like to work here

Box Hill is a spectacular location to work in and is busy with visitors in all seasons. You’ll work together with a small and dynamic Visitor Experience team to provide great service and respond to a broad range of operational challenges in the outdoors. You’ll work inclusively with a variety of positions, including ranger staff, food and beverage, facilities, project managers, consultancy and volunteers.   
You’ll report to the Visitor Operations & Experience Manager for the Surrey Hills portfolio and have peers at other properties. You’ll be expected to work some weekends and bank holidays.

What you'll be doing

You’ll lead the visitor facing team at one of the busiest countryside destinations in the country to deliver the visitor operation. You’ll focus on access and be inspiring our diverse audience to explore the wonderful hills and woodlands on offer. You’ll line manage a team of Welcome & Service Assistants and support our volunteers on site to deliver exceptional service. You'll also ensure our visitors operations remain compliant, well presented and well-staffed each day.
You’ll be creating seasonal events and activities and working on outdoor interpretation to advocate for nature. You’ll also be responsible for presentation standards on site and making sure the information we share helps peoples experience. You’ll focus on growing support through fundraising and membership, engaging visitors with the work that we do, and inspire them to support the National Trust.
Please also read the full role profile, attached to the end of this advert.

Who we're looking for

This job is all about providing a service. We'd love to hear from you if you have:

  • experience of delivering inspirational engagement activities
  • people skills, enabling good working relationships with those in your team and across the property
  • excellent organisational skills, and the ability to time manage projects successfully
  • strong interpersonal skills, able to deal with visitors in a variety of situations
  • flexible customer focused approach with experience in delivering high standards of customer service
  • experience of working with and supervising volunteers
  • understanding of how to identify and manage risks


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 

•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

Click here to find out more about the benefits we offer to support you.

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