Senior Visitor Experience Officer
6 days ago
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 deliver the operations plan for the site, working closely with the project team and regional colleagues.
- Lead the development and 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 our visitors both onsite and digitally.
- Develop and implement strategies to improve the visitor experience, working collaboratively with the site team, the Belfast Portfolio and whole Trust teams.
- Support the development of effective and engaging programming for a wide range of audiences, working with the Programming & Partnerships Manager.
- Lead a team of Welcome & Service Assistants and volunteers, as well as the Divis Facilities Assistant, to deliver for our visitors and the community groups we engage.
- Contribute to the wider NLHF project development and delivery, working alongside the project team and the Volunteering and Community Team.
Requirements
- Experience of delivering inspirational engagement activities and people skills, enabling good working relationships with those in your team and across the property.
- Understanding of how to interpret significant collections to varied audiences and excellent organisational skills, and 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 our visitors.
About Us
The National Trust is a charity that protects and preserves historic sites and green spaces for the benefit of the public. We are committed to creating an inclusive culture where everyone feels they belong, and we welcome and value diversity in our teams.
What We Offer
- A 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 such as gym memberships, shopping discount codes, 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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