Visitor Experience Manager

The Visitor Experience Manager helps people with sight loss to live the life they choose by managing, developing and implementing the centralised visitor experience model at Guide Dogs including developing new experiences (together with the Regional Community Fundraising Team), which are delivered locally across all appropriate Guide Dog centres. This includes developing the fundraising potential linked to visitor experiences and successful integration with necessary work areas. The role ensures the training of volunteers and delivery of key messages.

This role will be homebased and will involve infrequent travel to all our locations nationwide.

We offer a generous pension scheme, annual leave, life assurance and enhanced pay for parenting and sickness leave. In addition, we provide an Employee Assistance Programme, flexible benefits package and discounts and cashback scheme to care for our people.

More details can be found in the attached candidate pack and job description.

Candidate requirements

To be able to fulfil this role, the skills and experience we are looking for in a potential candidate include;

Essential

• Sound written and numerical skills; gained through education, work or life experience.

• Experience of working in a customer experience, or visitor experience role

• Experience of creating and implementing customer or visitor experiences, with associated visitor journey, marketing, process and systems
• Experience of delivering high levels of customer service.
• Supervisory skills.
• Ability to work as part of a team and under own initiative.
• Able to demonstrate the ability to motivate and enthuse individuals and groups.

• Previous experience in a fundraising or volunteering role.

• Proficiency in Microsoft Word, Excel and Outlook.

• Experience of working with volunteers.

• Confident, personable, persuasive, flexible, self-motivated and enthusiastic.

• Able to co-ordinate and motivate volunteers.
• Clear and concise telephone manner.
• Experience of record keeping.
• Good time management and prioritising skills.
• Good interpersonal and communication skills with the ability to network internally and externally.
• Ability to work under own initiative and solve problems.
• Decisive and proactive.

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If you want to know more about the teams who work at Guide Dogs, you can find it on our Careers Page

Our Commitment to Diversity and Inclusion

Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality.

We encourage applications from people with disabilities as they are currently under-represented in the organisation and guarantee an invitation to interview for all applicants with disabilities who demonstrate, within their application form, sufficient evidence to meet the essential criteria for the job.

If you are successful you will need to provide evidence of your right to work in the UK via our digital ID checking supplier; in addition, we cannot offer visa sponsorship at this time.

Safeguarding

Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.

At Guide Dogs, we believe in fair and equitable hiring practices. A criminal record will not automatically disqualify an applicant from consideration for a position. Each case will be evaluated individually, taking into account the nature of the offense, its relevance to the role, and the time that has passed since the incident. We encourage all candidates to disclose relevant information, and we assure you that it will be handled confidentially and fairly.

Guide Dogs follow Safer Recruitment practices to ensure we are safeguarding the vulnerable people we work with. As part of this, we require a full work history with any gaps accounted for & a minimum of 2 professional referee details fully covering the past 5 years. If you are applying for a disclosure role, please note that you will be required to undergo an enhanced DBS check and sign up to the DBS update service.

How to apply

You may have particular needs to be able to complete your application, If you would like support please contact our Recruitment Team on or

As part of your application ensure you provide evidence and examples of how your skills & experience meet the criteria as set out in the attached job description.