Visitor Services Manager

2 weeks ago

Windsor, United Kingdom The Royal Household Full time

It's developing future ambassadors for a world-renowned collection.

It's being trusted to deliver. And it's helping millions enjoy magnificent historic buildings and awe-inspiring art.This is what makes a management career with Royal Collection Trust exceptional.

At the heart of the Visitor Operations Team at Windsor, you’ll be responsible for ensuring every visitor has an exceptional experience.

In a varied and dynamic role, you'll manage all operational aspects of the visitor journey. From customer care and guided tours, to access and security, you'll make sure our guests always receive outstanding service. You'll oversee the departmental budget as well as the co-ordination of staffing for various programmed events and activities throughout the calendar year.

You'll be the person leading and motivating our front-line team to deliver. It's a large and diverse team, and alongside driving people's performance, you'll make sure we're also focused on their ongoing development, helping them to reach their full potential.

We continually review and look to move forwards in the way we work, and your expertise will help develop our future strategy. You'll develop a thorough understanding of the complexities of each site, before making recommendations that will improve our overall operations.

Key Responsibilities

  • To coach and develop the Assistant Visitor Services Managers in their management of direct reports and the delivery of an exceptional visitor experience in line with the Visitor Experience Strategy.
  • You’ll manage and oversee the effective day to day operation of Windsor Castle and Frogmore House, ensuring that the highest standards of safety of visitors and exhibits, security of public and non-public areas, physical presentation and visitor care are maintained.
  • Ensure that the visitor routes are presented to visitors in accordance with the Visitor Services Quality Standards and in keeping with the Royal Collection brand guidelines at all times.
  • To continually investigate, identify, recommend, and implement ideas to improve and develop the visitor experience at the Windsor sites.
  • To represent Visitor Services at project teams and meetings as required to support the development and implementation of any projects which impact upon the visitor experience.
  • To build and maintain effective relationships with colleagues from other, offering operational expertise and to keep abreast of events happening household wide.

There will be some travel involved from Windsor to London. Windsor Castle is under an hour away from London by train from London Waterloo. Parking at Windsor Castle will be provided if required.

Essential Criteria

  • Strong leadership and people management skills with the ability to encourage and develop teams.
  • Substantial experience of people management functions, including recruitment, learning and development, performance, and absence management.
  • Experience of managing operations and delivering the highest standard of customer/visitor service.
  • A genuine desire to work with the public and a passion for delivering excellent customer care.
  • Organised with the ability to work effectively under pressure in a busy environment, and to manage a varied workload crossing short- and long-term deadlines.
  • Clear, confident communication skills and the ability to quickly build effective working relationships with a wide range of people.
  • Have excellent administration and IT skills, with a working knowledge of MS Office.

Benefits

We know that to deliver our best work; we need to feel at our best. That’s why at the Royal Household we offer a generous benefits package designed to support your wellbeing and life priorities.

Enjoy 25 days annual leave, rising to 30 days (plus bank holidays) dependent on the length of time you have worked for us.

Our excellent non-contributory pension plan (we’ll contribute 15% and you can contribute more if you wish) is highly valued by our employees, as is complimentary lunch on-site to keep you fuelled throughout the day.

We also offer a range of leave options to support your life priorities, such as parental pay and leave and volunteering days, as well as benefits to support your physical and mental wellbeing.

Other perks include 20% off at our Royal Collection Trust Shops and complimentary admission tickets across all our locations, along with many more exclusive employee discounts.

  • Visitor Services Manager

    2 weeks ago

    Windsor, United Kingdom The Royal Household Full time

    About the role It's developing future ambassadors for a world-renowned collection. It's being trusted to deliver. And it's helping millions enjoy magnificent historic buildings and awe-inspiring art. This is what makes a management career with Royal Collection Trust...

  • Seasonal Visitor Services Assistant

    2 weeks ago

    Windsor, United Kingdom The Royal Collection Trust Full time

    **Location**: Windsor Castle **Contract/recruitment type**: Fixed Term Contract **Start date**: July 2023 **End date**: September 2023 **Salary band**: £10.90 per hour, plus free lunch and training provided **Hours of work** Full-time, approximately 37.27 hours per week. You will typically be rostered to work over 5 days, Thursday to Monday, including...

  • Summer Visitor Services Assistant/warden

    2 days ago

    Windsor, United Kingdom The Royal Household Full time

    Household / Department- Royal Collection Trust- Section / Branch- Visitor Experience- Location- Windsor Castle- Contract/recruitment type- Summer position- Start date- June 2024- End date- September 2024- Starting salary- £2.00 per hour- Hours of work- A minimum of 425 hours for the duration of the contract. Following the required period of paid training,...

  • Visitor Services Assistant/warden

    1 month ago

    Windsor, United Kingdom The Royal Household Full time

    Household / Department Royal Collection Trust Section / Branch Visitor Experience Location Windsor Castle Contract/recruitment type Permanent Starting salary £10.90 per hour, plus lunch and training provided Hours of work Full-time opportunities available; from 5 days per week (average weekly working hours 37.2), Monday to Sunday, including regular...

  • Visitor Experience Host

    4 weeks ago

    Windsor, United Kingdom The Crown Estate Full time

    **Advert close date - Wednesday 14th June 2023** **Job summary** This role acts as an ambassador for Windsor Great Park (WGP) providing exceptional customer service, welcoming and connecting with visitors to ensure they get the most out of their visit. **Key responsibilities** - Offer an engaging and friendly welcome to visitors; - Play your part to...

  • Service Assistant

    6 days ago

    Old Windsor, United Kingdom National Trust Full time

    Working within a bustling atmosphere as part of passionate team this role as a Customer Services Assistant plays a core part in providing fantastic customer service. **The Hours**:The successful applicant will be offered a fixed term zero hours contract, working on average 10-15 hours a week particularly at weekends & bank holidays. The working pattern...

  • Customer Service Agent

    1 month ago

    Windsor, United Kingdom Neilson Financial Services Full time

    **Job Role**: We are looking for an experienced and passionate **Customer Service Agent **with excellent verbal communication skills and experience in handling both inbound and outbound calls. Full training is given from day 1 along with ongoing support through your Neilson Journey. **What you’ll do every day as a Customer Service Agent**: - Managing...

  • Customer Service Advisor

    2 weeks ago

    Windsor, United Kingdom Neilson Financial Services Full time

    We are looking for an experienced and passionate Customer Service Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. Full training is given from day 1 along with ongoing support through your Neilson Journey. **What you’ll do every day as a Customer Service Agent**: - Managing customer enquiries...

  • Customer Service Advisor

    2 weeks ago

    Windsor, United Kingdom Neilson Financial Services Full time

    We are looking for an experienced and passionate Customer Service Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. Full training is given from day 1 along with ongoing support through your Neilson Journey. **What you’ll do every day as a Customer Service Agent**: - Managing customer enquiries...

  • Team Leader

    2 weeks ago

    Windsor, United Kingdom The Crown Estate Full time

    **Advert close date: Tuesday 9th April 2024** **Job summary**: To support the management of the Warden’s team to ensure the team delivers its overall objectives. **Essential functions of the Job** - Ensure the team provide efficient and effective patrolling and visitor engagement across the Estate; - Provide ‘on the ground’ guidance and support to...

  • Customer Service Manager

    1 month ago

    Windsor, Berkshire, United Kingdom Language Recruitment Services Limited Full time

    Competitive salary dependent on experience Language Recruitment Services (LRS) is currently looking for a Customer Service Manager to join a growing company based in the Windsor/Slough Area. The successful candidate will play a pivotal role in ensuring the seamless operation of the customer service team, maintaining effective coverage for a high volume...

  • Customer Service Agent

    2 weeks ago

    Windsor, United Kingdom Neilson Financial Services Full time

    Job DescriptionWe are looking for an experienced and passionate Customer Service Agent with excellent verbal communication skills and experience in handling both inbound and outbound calls. Full training is given from day 1 along with ongoing support through your Neilson Journey.What you’ll do every day as a Customer Service Agent:Managing customer...

  • Customer Service Administrator

    2 days ago

    Windsor, United Kingdom Structural Engineering Services Full time

    **About Us** Based in Windsor, The Structural Repairs team have over 35 years’ of combined experience. We are experts when it comes to restoring, renovating, strengthening and reinforcing. We are passionate about ensuring our clients receive a high-quality service, every time. **Job Summary**: The purpose of this role is to provide administration...

  • Patient Services

    5 days ago

    Windsor, United Kingdom GenesisCare Full time

    At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world. Are you ready to embark on an exciting journey as a Patient Services Receptionist at our state-of-the-art cancer care centre located in Windsor? Join our dedicated team at GenesisCare...

  • Customer Service Agent

    6 days ago

    Windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.We have evolved from our origins...

  • Customer Service Agent

    7 days ago

    windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.We have evolved from our origins...

  • Customer Service Agent

    6 days ago

    Windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.We have evolved from our origins...

  • Customer Service Agent

    6 days ago

    Windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance. We have evolved from our origins...

  • Customer Service Agent

    6 days ago

    Windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.We have evolved from our origins...

  • Customer Service Agent

    5 days ago

    Windsor, United Kingdom Neilson Financial Services Full time

    At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.Neilson is a leading provider of innovative, simple and great-value direct life insurance products. You may have come across some of our brands such as British Seniors and Smart Insurance.We have evolved from our origins...