Visitor Experience Officer

Reports to: Visitor Experience Manager

Salary: £26,455 per annum

Employment: Permanent full-time contract

Hours: 40 hours per week (includes regular weekends and bank holidays and occasional evenings)

Annual Leave: 25 days + bank holidays

Bath Abbey is a flourishing parish church in the heart of the UNESCO World Heritage City of Bath and a significant part of the city’s rich heritage which reaches back to Roman times. Bath Abbey welcomes over 350,000 visitors a year. Working alongside two other Visitor Experience Officers you will be responsible for ensuring all our visitors receive a consistently warm welcome and have an outstanding experience with us. You will support a team of Visitor Experience staff and volunteers in the operational delivery of a high-quality visitor experience.

Overall purpose of the role:

• Ensure all visitors receive a warm welcome to Bath Abbey.
• Deliver the Abbey’s tours programme, including regular and seasonal/occasional tours.
• Ensure all staff and volunteers have a strong knowledge of the visitor offer and can communicate this to our visitors.
• Act as a role model to ensure consistently high levels of customer service are delivered.
• Be responsible for the daily set up of the Welcome Area.
• Lead daily briefings for staff and volunteers.
• Be responsible for cashing up at the end of each day.
• Ensure the Welcome Area, Abbey, Discovery Museum, Tower and all other public areas are presented and maintained to a consistently high standard.
• Ensure compliance with the Abbey’s Health and Safety processes and procedures.
• Work with the Visitor Experience Manager to ensure Visitor Experience staff and volunteers are appropriately recruited, inducted, trained and developed.
• Provide first line support to and daily supervision of a team of Visitor Experience staff and volunteers.
• Respond to visitor enquiries in person, by email and on the phone.
• Deal with complaints in line with the Abbey’s Visitor Complaints Policy.
• Ensure all private and group bookings to the Abbey, including tours bookings, are processed in a timely, efficient and professional manner.
• Act as the key contact for internal and external stakeholders as agreed with the Visitor Experience Manager.

Person Specification:

• Relevant qualification in history, heritage, hospitality, tourism or similar or able to demonstrate equivalent interest, knowledge and experience.
• Relevant first aid qualification or willingness to undergo training.
• A flexible, visitor first approach.
• An understanding of visitor operations or visitor experience in a heritage attraction.
• A minimum of 2 years experience in visitor operations, visitor experience or customer service, ideally in a heritage attraction.
• Experience of supervising a team, ideally in a heritage attraction.
• Clear and effective written and verbal communication skills.
• Ability to manage a busy workload, multitask and prioritise accordingly without compromising on quality.
• Strong problem solving and intuitive thinking skills.

Special Requirements:

Hours are on a four-week rotation and include regular weekends and bank holidays and occasional evenings. The candidate will be required to submit to an enhanced DBS clearance check.

Application: To submit an application, please send a full CV and covering letter of no more than one A4 page which explains why you are a suitable candidate. Please include the details of two references. Deadline for applications: Midnight on Sunday 13 July 2025.