Visitor Experience Officer

2 days ago

Maidenhead, United Kingdom National Trust Full time

Summary We have an exciting opportunity to join the Visitor Operations and Experience team as a Visitor Experience Officer at the Cliveden Estate. As one of the Estate’s Duty Managers, you’ll be leading and coordinating the visitor operation 5 days a week, includingone weekend day. You will be helping to welcome over half a million visitors a year to the Grade 1 listed formal gardens, woodlands and two miles of the River Thames. You’ll inspire exceptional service through supervising staff and volunteers and play a keyrole in supporting all departments with any enquiries and emergency calls. Maintaining an exceptional level of service is key as you will be the face of the National Trust.

**Hours**: 37.5 hrs per week

**Contract**: permanent

What it's like to work here Cliveden’s Italianate mansion, riverside setting and family-friendly events draw visitors all year round, making this property a busy location with a wide range of opportunities. There is always plenty to do at the 375-acre estate, with conservation of theSouth Terrace among recent projects. Cliveden team are close-knit with a wonderful sense of community. The location is quiet, so you'll need your own transport to get here.

There are 3 catering outlets; The Conservatory Café, The Dolls House and Catering Kiosk for all visitors to enjoy a bit to eat There are a series of impressive formal gardens with far-reaching views, an abundance of bedding change throughout the seasonsand an intimate Rose Garden for those wanting a little bit of peace and tranquility.

Click here for more information about this location What you'll be doing You will have responsibility for the day-to-day operation of the visitor welcome and membership areas, supervising and coordinating the Welcome staff and volunteer teams. You’ll provide a positive, calm and confident leadership style and be one of the keypoints of contact for the site as one of the lead Duty Managers. Through coordinating the visitor operations, ensuring high standards of presentation, orientation, and exceptional service to visitor enquiries, you will ensure every visitor feels welcome andhas a special day with us that leaves them wanting to return.

Whilst not directly organising and managing events or visitor programming, you’ll work closely with the visitor experience team to keep informed and share accurate and upcoming information. You’ll report and share customer feedback, with creative problemsolving to improve the visitor experience. You’ll have an eye for detail and be able to report on financial budgets, alongside administrative tasks to support with income generating activities, these are internal processes that we expect no prior knowledgeof.

You’ll be a natural team player and will work quickly to build rapport and trust with your colleagues across all departments. You’ll use sound judgement and decision making, in line with National Trust guidelines and policies, to help manage risk and coordinateany enquiries and emergencies. As an outdoor visitor attraction, you’ll be working in the great outdoors, so you’ll be kept active and prioritise your work based on the weather and visitor patterns. A rainy day gives more opportunity for those desk-based jobsand when the sun is shining, you’ll be out and about greeting our visitors and that’s why no two days are the same.

**Please also read the full role profile attached to this advert.**

Who we're looking for
- A flexible customer focused approach, with high standards of customer service
- Excellent people skills, enabling strong relationships, both externally and internally
- Experience of Supervising a team of staff and driving performance
- A hard-working approach, be committed and a team player
- Comfortable in decision making, prioritising incoming asks and calm under pressure
- Happy to be on your feet and active, on a busy day you could easily cover a couple of miles getting around the site
- Enjoy working in the outdoors, in all weathers (with the right clothing of course)
- Organised and effective with their own time management, every day is varied dependent on how many visitors we welcome
- Understanding of the aims and ethos of the National Trust
- Excellent communication skills, both verbal and written
- Good IT skills - Microsoft Office
- Knowledge of relevant Health & Safety procedures
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 audienceswe serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

Wherever you’re from, and whatever your background, we want to hear from you - and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

- Flexible working whenever possible
- Free parking at most locations
- Free entry to our properties for you, a guest and your children (under 18)
- Substantial pension scheme of up to 10% basic salary

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

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