Senior Visitor Experience Officer

7 days ago

Carryduff, 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 delivering a high-quality visitor experience that meets the needs of our visitors and stakeholders.

Key Responsibilities

  • Develop and implement a comprehensive operations plan for the site, working closely with the NLHF funded Divis Project team.
  • Lead the delivery of a quality visitor experience, working extensively with visitors and partners across the city.
  • Oversee the visitor operation, analysing and interpreting audience data and insight to inform decision-making.
  • Champion the audience voice and work with project and regional colleagues to improve the visitor journey and visitor programming.
  • Lead for quality standards in interpretation, presentation, signage and communication with visitors, both onsite and digitally.
  • Develop and implement a strategic plan for the visitor experience, working closely with the Programming & Partnerships Manager.
  • Lead a team of Welcome & Service Assistants and volunteers, as well as the Divis Facilities Assistant, to deliver exceptional service to visitors and community groups.
  • Contribute to the wider NLHF project development and delivery, working closely with the project team and Volunteering and Community Team.

Requirements

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

About the National Trust

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 they belong. We welcome and value difference, and we are seeking a team member who shares our values and is passionate about delivering exceptional service to our visitors and stakeholders.

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