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Lead Visitor Experience Manager

2 months ago

Bridgwater, Somerset, United Kingdom NATIONAL TRUST Full time

About the Role

We are seeking an experienced and skilled professional to lead our welcome and operations team at the National Trust. As a key member of our team, you will be responsible for delivering exceptional visitor experiences across our various sites, ensuring the highest standards of service and visitor satisfaction.

Key Responsibilities

  • Lead and manage a team of welcome staff and volunteers to deliver outstanding customer service and visitor experiences.
  • Develop and implement strategies to improve visitor satisfaction and loyalty, working closely with the Visitor Experience & Operations Manager.
  • Ensure the day-to-day operation of the welcome in our various sites, including managing staff and volunteer rotas, and ensuring compliance with National Trust policies and procedures.
  • Apply your creativity and communication skills to inspire and motivate your team, and to provide a friendly face of the National Trust to thousands of visitors.
  • Engage with visitors to inspire support through membership, and help visitors to enjoy their stay.

Requirements

  • Good practical experience in visitor business, tourist, heritage or relevant visitor services environment.
  • Naturally curious about people, and with a passion to deliver the highest standards of customer service.
  • Excellent organisational skills.
  • Confident leader, adaptable and responsive under pressure.
  • Ability to initiate service recovery without senior support.
  • Good IT skills (all MS Office).

About the National Trust

The National Trust is a charity that protects and preserves the UK's most beautiful and historic places for everyone to enjoy. We are committed to creating an inclusive culture, where everyone feels they belong. We welcome and value difference, and we are working hard to create a workplace that reflects the diversity of the communities and audiences we serve.