Senior Visitor Experience Officer at Carlton Marshes Visitor Centre

Carlton Marshes, in the Waveney Valley near Lowestoft at the southern tip and part of the Suffolk Broads, is a historic mosaic of grazing marsh, fen, peat pools, meadows, dykes and scrub supporting specialised wildlife. The visitor centre sits beside the watercourse with panoramic views, a café and shop, all-weather paths, play area and picnic lawn and a striking sustainable timber design whose winged roof channels rainwater into a clear pond before it flows back into the watercourse. As the Senior Visitor Experience Officer at Carlton Marshes, you will lead the delivery of high-quality, inclusive experiences at our visitor centre, ensuring it is welcoming, engaging and accessible for all. You will oversee day-to-day operations, maintain excellent customer service standards and use visitor feedback and data to continually improve what we offer. A key focus will be creating meaningful opportunities for people – especially those new to nature – to connect with wildlife through programmes, guided walks and engaging activities & events. You will provide clear, positive leadership & management for staff and volunteers, fostering a culture of membership growth, nature connection and community engagement. Working with the Catering Manager and Senior Wilder Learning Officer, you’ll ensure visitor services, learning and hospitality are well coordinated, while recruiting, training and supporting volunteers to deliver safe, inclusive and impactful activities & events. You will line manage the Visitor Experience Officer and your volunteers and work collaboratively with the Senior Visitor Experience Officer at Lackford Lakes – your counterpart at our other visitor centre near Bury St Edmunds. You will also drive income generation and effective operations by developing room hire, group visits, bespoke experiences and the adult course programme by building partnerships with local businesses and community groups to broaden audiences and diversify income. Working with the Visitor Experience and Commercial Operations Manager, you’ll help manage budgets and use KPIs and insights to guide decisions and demonstrate impact, positioning the centre as a leading example of nature-based visitor engagement. The role requires proven experience of leading visitor engagement or running a public-facing venue, including income-generating activities alongside experience supervising/line managing staff and coordinating volunteers. You will need strong communication and people skills, with the ability to engage diverse audiences, represent the Trust confidently and deliver inclusive, high-quality experiences and events. Excellent organisational skills, a proactive approach and the ability to manage multiple priorities are essential, as is confidence using Microsoft 365, social media and visual displays to enhance engagement. This is a permanent position working 37.5 hours per week/five days out of seven each week that will include working weekend days and bank holidays. The role will be based at our Carlton Marshes visitor centre in Lowestoft. The starting salary will be up to £30,000.00 per annum depending on skills, knowledge and experience. To apply for this opportunity, please submit an application via our website by 9:00am on Monday 05 January 2026. The application process will include uploading a CV and optional cover letter. The interviews are planned for Friday 16 January 2026 at Carlton Marshes. Please indicate on the application your availability for interview (between 9:30am and 4:00pm). Annual leave entitlement starts at 33 days per annum (including Bank Holidays), increasing annually to 38 days plus employees receive an extra day off for their birthday. We offer a 9% employer pension contribution with no employee contribution required, free 24-hour Employee Assistance Programme, free life insurance from day one of employment, free access to a private GP and discounts at high street retailers. Staff can also enjoy a 10% discount in our visitor centre cafes, including retail. Suffolk Wildlife Trust is committed to an inclusive and diverse workplace where everyone is welcome. As a conservation charity, we recognise the importance of diversity in both nature and our workforce of staff and volunteers. We strive to ensure that everyone feels valued and empowered to contribute to our vision of “A Wilder Suffolk where nature is thriving and abundant because everyone is doing more to help”. #J-18808-Ljbffr