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Visitor Experience Officer

2 months ago

Northumberland, United Kingdom NATIONAL TRUST Full time

Being a Visitor Experience Officer for the National Trust is all about people- connecting with them, inspiring them and making sure they have the best possible day when they come to visit.

You'll be instrumental in ensuring everyone feels welcome, informed and included when they visit Wallington. You’ll be part of a successful team that welcomes around 250,000 visitors a year, working together to ensure that everyone has a memorable experience in this stunning location.

Hours: Full time 37.5 per week

Salary: £23,868 per annum

Contract: Permanent

What it's like to work here

Reporting to the Programming & Partnerships Manager, you’ll  also collaborate very closely with the Senior Marketing and Communications Officer and Visitor Welcome Manager. You'll work in and supervise a team of up to 5. The role involves regular weekend/bank holiday working and it is fast-paced and requires self-management and organising of resources.

You’ll be part of the Visitor Experience team and help create seasonal programming from planning through to delivery, working with other staff and volunteers often in a supervisory capacity. 

What you'll be doing

As Visitor Experience Officer, your main focus will be on providing great service. You’ll play a key role in devising, running and evaluating events and activities at Wallington, linking the experience to the story here, making sure its relevant, inclusive and welcoming. Your role will include leading on the Visitor Journey Framework, where you’ll work with other teams across the site to ensure that everyone’s experience from their first glance at signage, through customer service and presentation, to ease of access to all areas is as welcoming and inclusive as possible. 

You’ll use all the tools available to you to encourage repeat, as well as new visitors, to take a closer look at all the things we look after here, both inside the House and out in the countryside. Encouraging them to connect with our cause, collaborating with other teams on the property and striving to deliver a high quality and consistent programme of experiences. You’ll play a key role in shaping year round visitor experience here at Wallington, bringing fresh audience-led ideas to life.

Who we're looking for

We'd love to hear from you if you have:

  • an understanding of interpretation methods for various audiences, with experience in creating innovative, inclusive activities to audiences in the heritage, culture, arts, and conservation sectors
  • the ability to measure and assess results, learning from data and producing meaningful feedback
  • experience in producing interpretive materials, such as displays and exhibitions, and marketing or promotional materials
  • good at talking to, and getting on with, all kinds of people
  • a good eye for detail
  • some supervisory experience
  • used to multiple deadlines and managing your own workload

Please include a cover letter alongside your CV.

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.