Visitor Experience Officer

2 weeks ago

Dunstable, Central Bedfordshire, United Kingdom National Trust Full time

About the Role

We are seeking a highly motivated and customer-focused Visitor Experience Officer to join our team at Dunstable Downs. As a key member of our team, you will be responsible for delivering exceptional visitor experiences, inspiring our visitors to connect with the natural beauty of our site, and promoting the National Trust's mission to protect and care for places so that people and nature can thrive.

Key Responsibilities

  • Provide a warm and welcoming experience for visitors, ensuring that their expectations are met and exceeded.
  • Develop and deliver engaging events, activities, and interpretive displays that bring the site and its stories to life for visitors.
  • Work closely with the Senior Visitor Experience Officer to develop and implement visitor experience strategies that align with the National Trust's goals and objectives.
  • Lead and manage a small team of Welcome and Service Assistants, providing coaching, training, and support to ensure they are confident in achieving their goals.
  • Focus on growing support through fundraising and membership, engaging visitors with the work of the National Trust, and inspiring them to support our cause.
  • Ensure that all communications with visitors, from the website to on-site signage, are clear and consistent.
  • Act as Duty Manager, ensuring a smooth daily operation of the site and responding to incidents or visitor reports.

What We're Looking For

  • A customer-focused individual with excellent communication and interpersonal skills.
  • Experience in delivering exceptional customer service and leading a team.
  • Ability to work independently and as part of a team, with a strong attention to detail and organizational skills.
  • Comfortable with IT, including Microsoft Office and web and social media platforms.
  • Experience in producing interpretive materials, such as displays and exhibitions, and marketing or promotional materials.
  • Familiarity with health and safety procedures.

Benefits

  • 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, including gym memberships, shopping discount codes, and 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.

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