Head of Visitor Experience

1 week ago

Bridport, United Kingdom Symondsbury Estate Full time

**Symondsbury Estate - Head of Visitor Experience**
- Full or Part Time - hours to be negotiated_

**About Symondsbury Estate**

is a stunning farm, village and visitor destination located on the outskirts of Bridport, just one mile from the Jurassic Coast. Symondsbury Estate has an exceptional customer offer through its holiday accommodation, wedding venue, restaurant, visitor hub, home and garden shop and independent retail and wellbeing outlets. Farming 1500 acres of land and ancient woodlands, our visitors can immerse themselves in this stunning natural environment and landscape. It’s a small, vibrant community with ambition.

**About the Role**

This is an integral role in the future growth and development of the estate with an emphasis on our holiday and experiences offer, where you will manage and continue to shape our customer and employee experience. You will take the lead on the training and development of employees ensuring everyone is working effectively, efficiently and aligned to the overall estate ethos and strategy. Working at both a strategic and operational level, taking ownership to ensure our customers have a positive experience on all levels, as you believe exceptional customer service is key to providing a memorable experience for everyone (including those who work for us).

**Key Responsibilities**
- Ensure outstanding customer service across all departments, delivering a structured programme of customer service and skills development, working closely with the other heads of departments.
- Foster a strong customer service culture, developing high-performing teams with high levels of customer and employee engagement.
- Develop, embed and promote a culture and system for listening to both staff and visitor feedback to enable continuous improvement across the team that empowers people to come forward with practical solutions to meet customer needs.
- Set and be accountable for the delivery of visitor satisfaction, helpfulness and customer service, Net Promoter Scores and staff satisfaction KPIs.
- Collaborate closely with the Head of Business Development to align and positively improve the visitor experience across all visitor touchpoints.
- Develop and nurture working relationships with partner organisations.

**Skills and Experience**
- Strong communication and influencing skills; a people person who understands how to get the best out of colleagues, including those not in their team.
- Proven experience leading a department and can effectively manage a team.
- Strong and confident at building and nurturing relationships, including external partners and suppliers.
- Proven experience in dealing with all employee relations matters.
- You can interpret and leverage data to improve the visitor experience.
- Highly organised and able to multi-task.
- Computer literate within Microsoft 365.
- Knowledge of budgets, increasing income and controlling costs.
- Helpful and friendly with a proactive, positive and can-do attitude.
- The ability to identify new opportunities and make strategic decisions for the future of the Estate.

Please be aware you may not be contacted until the closing date.

**Job Types**: Full-time, Part-time, Permanent

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Store discount

Schedule:

- Day shift

Work Location: In person

Application deadline: 28/06/2024

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