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- Tasks: Lead visitor operations and deliver exceptional service at Red House and Carlyle's House.
- Company: Join the National Trust, dedicated to preserving heritage and promoting inclusivity.
- Benefits: Enjoy perks like free entry to National Trust sites, discounts, and a substantial pension scheme.
- Why this job: Be part of a passionate team creating meaningful experiences for visitors and volunteers.
- Qualifications: Looking for organized, detail-oriented individuals with customer service and volunteer supervision experience.
- Other info: This is an 8-month fixed term role, working Wednesday to Saturday.
The predicted salary is between 24000 - 33600 £ per year.
We're looking for a Visitor Experience Officer to join the team. You'll support the House & Gardens Manager to ensure a smooth visitor operation across two properties; Red House and Carlyle's House. You'll contribute to creating a positive, inclusive, collaborative work environment and be passionate about delivering excellent visitor experience.
Being a Visitor Experience Officer for the National Trust is all about people and we are looking for an enthusiastic and pro-active person to help us deliver exceptional experiences for every visitor and volunteer.
This is a fixed term contract for 8 months, working 4 days a week, 9 – 5:30pm. The working pattern is Wednesday to Saturday. Supervising the opening of Carlyle's House on Wednesdays and the remaining days managing the opening of Red House.
The advertised salary is inclusive of the Outer London Weighting allowance of £3,315 per annum (prorated if you are part-time).
Please include a cover letter with your application.
Interviews for this role will be held on Monday 24th March.
What it's like to work here
You'll be both part of a small but agile onsite team and part of a wider London team. Working with us will give you a valuable opportunity to build networks, consult and share practices with many regional colleagues.
You'll be reporting to the House & Gardens Manager, working in a team of four colleagues across Red House and Carlyle's House.
Red House is the Arts & Crafts dream of William Morris; designer, poet, artists and writer. Although similar in time-period, Carlyle's House strikes a different tome as the literary home of Thomas Carlyle; the nineteenth century essayist and historian. Both houses connect deeply with their communities and strive to address unequal access to heritage and green space.
What you'll be doing
As Visitor Experience Officer, you'll lead visitor operations delivering great service. Working alongside the rest of the team, you'll support initiatives to engage our current and new audiences in the complex stories of our places. Delivering meaningful experiences that welcome and inspire all our visitors and volunteers.
You'll love what you do and enjoy sharing your knowledge and inspiring others. You may be encouraging visitors to take a closer look at a particular collection, checking presentation around the sites or helping write copy for web pages and social media.
You'll be a duty manager on a rota with colleagues, opening and closing Carlyle's House and Red House and supporting volunteers as they welcome and guide visitors.
You'll manage the volunteer welcome team, and support volunteers to ensure their experience feels mutually beneficial.
You will also be responsible for the health and safety of the sites while open to the public. Ensuring paperwork is up to date and sites are safe for our visitors.
You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role.
Who we're looking for
We'd love to hear from you if you’re:
- Used to multiple deadlines and managing your own workload
- skilled in organisation and planning, with a good eye for detail
- good at talking to, and getting on with, all kinds of people
- hard worker and committed team player able to contribute to a positive, inclusive and productive place for staff and volunteers
- comfortable with IT: Microsoft office as well as web and social media
- experience working with and supervising volunteers
- familiar with health and safety procedures
- flexible customer service approach with experience delivering high standards of customer service.
The package
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.
- 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
Visitor Experience Officer employer: National Trust
Contact Detail:
National Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Experience Officer
✨Tip Number 1
Familiarize yourself with the history and significance of both Red House and Carlyle's House. Understanding their unique stories will help you engage visitors more effectively and demonstrate your passion for the role.
✨Tip Number 2
Highlight any previous experience you have in customer service or working with volunteers. Be ready to share specific examples of how you've created positive experiences for others, as this aligns perfectly with the role's focus on visitor engagement.
✨Tip Number 3
Show your enthusiasm for teamwork and collaboration. Since you'll be part of a small team, emphasize your ability to work well with others and contribute to a positive work environment during your interview.
✨Tip Number 4
Prepare to discuss your organizational skills and how you manage multiple tasks. The role requires handling various responsibilities simultaneously, so be ready to provide examples of how you prioritize and stay organized under pressure.
We think you need these skills to ace Visitor Experience Officer
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to customize your cover letter to reflect your passion for visitor experience and how your skills align with the role. Highlight your enthusiasm for working with people and your commitment to creating a positive environment.
Showcase Relevant Experience: In your CV, emphasize any previous roles where you managed visitor operations or worked with volunteers. Include specific examples of how you delivered excellent customer service and engaged audiences.
Highlight Your Skills: Clearly outline your organizational skills, attention to detail, and ability to manage multiple deadlines. Mention your comfort with IT and social media, as these are important for the role.
Express Your Commitment to Inclusivity: Demonstrate your understanding of the importance of inclusivity in your application. Share any experiences that showcase your ability to work in diverse teams and create welcoming environments for all visitors.
How to prepare for a job interview at National Trust
✨Show Your Passion for Visitor Experience
Make sure to express your enthusiasm for creating exceptional visitor experiences. Share specific examples from your past roles where you went above and beyond to ensure visitors had a memorable time.
✨Demonstrate Team Collaboration Skills
Since the role involves working closely with a small team, highlight your ability to collaborate effectively. Discuss how you've successfully worked with others in previous positions to achieve common goals.
✨Prepare for Health and Safety Questions
Given the responsibility for health and safety at the sites, be ready to discuss your knowledge of health and safety procedures. Provide examples of how you've ensured safety in previous roles, especially in public-facing environments.
✨Be Ready to Talk About Volunteer Management
As you'll be managing volunteers, prepare to discuss your experience in this area. Share how you've motivated and supported volunteers in the past, ensuring their experience is positive and beneficial.
