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Visitor Experience Team Lead

2 months ago

Dorking, Surrey, United Kingdom NATIONAL TRUST Full time
About the Role

We are seeking a highly skilled and experienced Senior Visitor Experience Manager to lead our Visitor Experience team at Box Hill. As a key member of our team, you will be responsible for delivering exceptional visitor experiences and ensuring that our visitors have a memorable and enjoyable time at our iconic location.

Key Responsibilities
  • Lead the Visitor Experience team to deliver high-quality visitor services and experiences
  • Develop and implement seasonal events and activities to engage our diverse audience
  • Work closely with the Visitor Operations & Experience Manager to ensure compliance with operational standards and policies
  • Line manage a team of Welcome & Service Assistants and support volunteers to deliver exceptional service
  • Collaborate with other teams, including ranger staff, food and beverage, facilities, project managers, consultancy, and volunteers to ensure a seamless visitor experience
Requirements
  • Proven experience in delivering inspirational engagement activities and exceptional customer service
  • Strong leadership and management skills, with the ability to motivate and develop a team
  • Excellent organizational skills, with the ability to time manage projects successfully
  • Strong interpersonal skills, with the ability to deal with visitors in a variety of situations
  • Flexible and customer-focused approach, with experience in delivering high standards of customer service
  • Experience of working with and supervising volunteers
  • Understanding of how to identify and manage risks
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 believe that our people reflect and represent the diversity of the communities and audiences we serve.

What We Offer
  • 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