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Senior Visitor Experience Officer

2 months ago

Belfast, United Kingdom National Trust Full time

About the Role

We are seeking a highly skilled and experienced Senior Visitor Experience Officer to join our team at the National Trust. As a key member of our operations team, you will be responsible for developing and delivering a high-quality visitor experience that meets the needs of our diverse audiences.

Key Responsibilities

  • Lead the development and delivery of the visitor experience strategy for our site, working closely with the project and regional teams.
  • Oversee the visitor operation, analysing and interpreting audience data and insights to inform decision-making.
  • Champion the audience voice and work with colleagues to improve the visitor journey and programming.
  • Lead a team of Welcome & Service Assistants and volunteers to deliver exceptional customer service.
  • Contribute to the development of effective and engaging programming for a wide range of audiences.
  • Work collaboratively with colleagues across the Trust to meet quality standards in interpretation, presentation, signage, and communication.

What We're Looking For

  • Experience of delivering inspirational engagement activities and developing high-quality visitor experiences.
  • Strong people skills, enabling good working relationships with colleagues and stakeholders.
  • Understanding of how to interpret significant collections to varied audiences.
  • Excellent organisational skills, with the ability to time manage projects successfully.
  • Strong interpersonal skills, able to deal with visitors in a variety of situations.
  • Flexible customer-focused approach, with experience in delivering high standards of customer service.
  • Experience of working with and supervising volunteers.

About Us

The National Trust is a charity that protects and preserves historic sites and green spaces for future generations. We are committed to creating an inclusive culture where everyone feels welcome and valued. We welcome applications from diverse candidates who share our values and are passionate about delivering exceptional visitor experiences.

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.