The closing date for this job has passed.

National Trust

Archived: Visitor Experience Manager

Salary: £35,000 per annum

Contract: Permanent, full time (37.5 hours per week)

Location: Westerham

Job Ref: IRC36036

Visitors are at the heart of what we do at the National Trust. Ensuring an excellent visitor experience is the backbone of managing a property, it takes an individual with some special skills, an unerring focus on customer service and a passion for driving their career forward. Are you up for the challenge?

Salary circa £35,000 per annum, depending on experience.

This exciting role covers a portfolio of incredible properties, including Chartwell, Emmetts Garden and Quebec House. Chartwell was the much-loved Churchill family home and the place from which Sir Winston drew inspiration from 1924 until the end of his life. The rooms remain much as they were when he lived here, with pictures, books and personal mementoes evoking the career and wide-ranging interests of a great statesman, writer, painter and family man. Charming Emmetts Garden is an Edwardian estate that was owned by Frederic Lubbock, becoming both a plantsman’s passion and a much-loved family home. The garden was laid out in the late 19th century, and was influenced by William Robinson. Quebec House, an 18th-century family home, with pretty gardens, offers visitors the chance to step back in time to the 1700’s and see what life was like.

Churchill’s Chartwell Project

In September 2016, we launched a national appeal to raise £7.1m. After 50 years of successful public opening, we are now looking forward to the next 50 years, ensuring that we continue to celebrate the Legacy of Sir Winston Churchill here at Chartwell.

We are seeking to acquire significant items of the collection, along with the implementation of a new interpretation programme and outreach work, as well as opening new rooms to the public. This role is pivotal to achieving the outcomes of this Project.

About the role

You’re the Visitor Experience Manager, the glue that holds team together and you’ll input and influence every department that makes our properties run. You’ll champion exceptional customer service and ensure that it’s always a focus of attention for the each property in the portfolio. You’ll need to have commercial experience to ensure we maximise income from our visitors, without which we couldn’t continue our work to restore, conserve and celebrate the special places in our care.

You’re creative – you’ll be responsible for planning. That’s a year round, engaging program of events across the property, catering for a wide range of interests and audiences which includes the experience before someone visits us, to making sure they want to come back again in the future. You’ll work out how visitors interact with our staff and volunteers, from the displays in the gift shop to the tea room experience, and how they enjoy the outdoors, from our gardens to adventures through our woods and open spaces.

You think big picture – but there are times to stand back and times to roll up your sleeves and get into the detail with the teams. Deputising for the General Manager means being there for everyone at the properties, leading by example. As a member of the senior leadership team, you’ll be involved in creating the business plan, leading a team of staff and volunteers in all three locations and managing budgets.

This role will require weekend working, bank holidays and deputising for the General Manager.

About you

It’s a significant role and we need someone who can take on a big challenge. We mean it – this is a potential career path for a General Manager at the National Trust. In order to succeed, you’ll need to have:

  • Experience of managing teams in a very busy visitor attraction
  • Understanding of programming of events, and interpretation
  • High standards of customer service and presentation
  • The ability to lead by example, and inspire and motivate your team
  • Experience of people and budget management
  • A strategic approach to managing the visitor engagement at the property
  • Awareness of our ethos and cause, and how to interpret this for our visitors.

The package

Looking after you  

  • Health cash plan – from as little as £2.81 per month for you and your dependents
  • Pension contribution match up to 10%
  • EAP and proactive Health and Wellbeing
  • Discounted gym membership.

Looking after your career

  • Grow your career through professional training courses across the Trust
  • Develop your skills with an internal secondment
  • Pay review linked to values and behaviours, commitment to progression
  • Income protection due to illness.

Unique to us

  • Work in some of the most beautiful, iconic and unique locations in the UK
  • Free entry to NT properties for you, a guest and your children (under 18)
  • 20% off in our retail and catering outlets
  • Discount up to 35% off a National Trust holiday cottage booking.

For more information or to apply for this role please follow:

 Closing Date: 30th September 2016