Customer Experience Manager

4 weeks ago


Westerham, Kent, United Kingdom National Trust Full time

About the Role

We are seeking a highly skilled and experienced Customer Experience Manager to lead our Visitor Centre team at Chartwell, one of the National Trust's key Portfolios. As a key member of our team, you will be responsible for delivering exceptional customer experiences, ensuring that our visitors have a memorable and enjoyable visit.

Key Responsibilities

  • Lead the Visitor Centre team to deliver excellent customer service and ensure that all visitors have a positive experience.
  • Work closely with the Property Operations Manager to identify and develop fundraising opportunities and lead the Welcome Team to put those at the heart of what they do.
  • Develop and implement strategies to improve customer satisfaction and loyalty, and to increase visitor numbers and revenue.
  • Collaborate with other teams to ensure that all aspects of the visitor experience are considered and delivered.
  • Take on the role of Duty Manager for the day at regular intervals, ensuring that you work closely with all teams on site.

Requirements

  • Good practical experience in visitor business, tourist, heritage or relevant visitor services environment.
  • Naturally curious about people, and with a passion to and experience of delivering 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 Us

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

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 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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