Operations Lead for Visitor Engagement

1 month ago

Ripon, North Yorkshire, United Kingdom National Trust Full time

Position Overview

***INTERNAL APPLICANTS ONLY PLEASE***

This role is exclusively for internal candidates.

At the National Trust, our employees are spread across various locations, and some may find it challenging to access internal job postings. We utilize online platforms to ensure that all our colleagues are informed about available opportunities. We understand that this may be inconvenient for external candidates, and we appreciate your understanding. Please note that certain positions may be advertised externally after an initial internal application period.

We are seeking a proactive and skilled leader to oversee the operational excellence and outstanding visitor experience at our esteemed property. This role is crucial in maintaining our reputation for exceptional visitor service, ensuring that every decision we make prioritizes the visitor experience and fosters inclusivity for all.

Work Schedule: Full-time position requiring 37.5 hours per week. This role will also serve as a deputy to the Visitor Operations & Experience Manager and will entail Duty Management responsibilities, including some evening and weekend duties for events and broader estate management.

Compensation: Competitive salary of £31,000 per annum.

Employment Type: Fixed-term contract lasting 12 months.

What to Expect from Your Role

Our property is a vibrant and multifaceted destination, welcoming over 400,000 visitors annually, with ambitious plans to enhance our visitor offerings as we approach a significant anniversary.

As part of a dedicated Visitor Operations and Experience team, you will ensure the seamless operation of our property, focusing on high standards of presentation, visitor orientation, and service excellence. You will be the champion for our visitors, staying informed about their preferences and needs to ensure they remain at the forefront of our operations.

You will develop a comprehensive understanding of our diverse audiences and implement engagement strategies that positively influence visitor behavior and manage operational risks.

Key Responsibilities

  • Demonstrate initiative and align your actions with our strategic goals and values while effectively resolving challenges.
  • Possess experience in managing a growing visitor operation and its practical aspects.
  • Maintain a proactive and solution-oriented approach.
  • Exhibit strong organizational and planning skills, with meticulous attention to detail.
  • Manage multiple deadlines and prioritize your workload effectively.
  • Inspire and lead your team, fostering development and motivation during transitional periods.
  • Communicate effectively across all levels and cultivate relationships both internally and externally.

Employee Benefits

The National Trust is committed to inclusivity, ensuring that our workforce reflects the diversity of the communities we serve. We welcome and celebrate differences, striving to create an environment where everyone feels valued and included.


• Comprehensive pension scheme offering up to 10% of basic salary.


• Complimentary access to National Trust properties for you, a guest, and your children (under 18).


• Rental deposit loan assistance.


• Season ticket loan options.


• Electric vehicle leasing program.


• Employee discounts on various services, including gym memberships and shopping.


• Generous holiday allowance of up to 32 days, with options for additional holiday purchase, subject to meeting criteria.


• Flexible working arrangements where feasible.


• Employee assistance program for support.


• Free parking at most National Trust locations.

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