At a Glance
- Tasks: Lead daily operations and enhance visitor experiences at the Canal Museum.
- Company: Join one of the UK's largest charities dedicated to waterways and heritage.
- Benefits: Competitive salary, pension scheme, increasing holiday entitlement, and employee perks.
- Other info: Flexible working options available; we value diversity and inclusivity.
- Why this job: Make a real difference while managing exciting projects and engaging with visitors.
- Qualifications: Experience in customer service, team leadership, and financial management required.
The predicted salary is between 29000 - 38000 € per year.
About the Trust
We’re one of the UK’s biggest charities and we care for 2,000 miles of canals, rivers, docks and reservoirs because we believe life is better by water. We’re looking for people who support our cause and want to make a difference for future generations. Along with our waterways we also manage museums, archives and the country’s third largest collection of historic buildings, as well as the nature and wildlife that calls our canals home. All of this enables us to provide wellbeing opportunities for millions of people each year.
Join Our Team: Visitor Services Manager, Canal Museum Stoke Bruerne
We’re excited to welcome a new Visitor Services Manager at our East Midlands location. This role follows a 37 hours, over a 7 day working pattern. This is a site-based role, requiring occasional travel to meetings with partners, other attractions and to our main hubs for collaborative meetings and team activities.
Role Overview
The purpose of the post is to manage and lead the day-to-day operations, business development and visitor experience at our Canal Museum Stoke Bruerne. The Visitor Services Manager (VSM) will lead the site team at Stoke Bruerne (colleagues and volunteers) on a day to day basis to focus on the visitor offer, striving for excellence in experience, achieving financial sustainability around income generation and charitable giving and delivering a consistently high-class visitor welcome across the board. This includes managing a range of front of house functions including food and beverage, retail, events and commercial boat trips. The Visitor Services Manager plays a central role in overseeing, coordinating and championing the experience of every visitor from site presentation, to large/small scale events and programming, making the site a must-see attraction, acclaimed internationally, nationally and loved locally.
As a key member of the Destinations and Attractions Management Team the VSM will work strategically with colleagues in other attractions and with other teams within the Trust such as Operations, Fundraising, Collections, Marketing and Volunteering teams amongst others to promote, drive and deliver excellence in customer service and a visitor centred approach. The VSM will work collaboratively with teams and volunteers to ensure focused visitor activity which will help build our audiences and increase visitor footfall whilst building engagement for the Trust brand.
A key accountability of the role is managing and reporting on financial performance, delivering on KPI’s and leading and motivating teams to deliver income targets whilst effectively managing costs. The Visitor Services Manager will manage a range of stakeholder relationships including representing the Trust at local partnership groups, representing the site at relevant external meetings as appropriate.
Key Responsibilities
• Deliver on financial KPI’s working to control costs and maximise income (commercial and charitable giving) including managing diverse budgets relating to the Front of House operations
• Monitoring and delivering other appropriate KPIs set in the Business Plan, reporting back to the management team on progress and actions
• Overseeing the recruitment of permanent and seasonals and volunteers and ensuring they are trained to carry out their duties efficiently and effectively
• Owning the visitor experience and ensuring colleagues and volunteers work as a team to deliver an unforgettable, quality visit whether in the café/shop or at events
• Lead on volunteer growth, building the volunteering team to deliver key operational functions
• Maintain an overview of the presentation of the site at all time
• Leading on gathering visitor data and analysing customer feedback to ensure that necessary actions are taken to improve performance
• Playing a key role in all projects that have an impact upon our visitors and the public
About you
You will have extensive experience of working operationally in a customer-focused environment, ideally in a visitor attraction, delivering financial targets and creating dynamic and innovative projects and programming that will engage and inspire audiences. You will have experience of leading teams, including volunteers to deliver successful initiatives and keep them motivated and involved. You will be able to demonstrate the ability to create safe working environments and understand the importance of compliance in day to day operations. If you love working with people and want to make a difference then this role is for you.
Skills & Qualifications
• Educated to degree level or equivalent
• Knowledge/experience of customer care and visitor services preferably in a museum context
• Knowledge / experience of managing staff rotas over two sites
• Knowledge of heritage and interpretation issues
• Experience of managing staff and dealing with customers
• Excellent Communication and interpersonal skills
• Considerable people management and hands-on team leading experience including managing volunteers
• Proven experience of planning operations & staffing in a visitor-based attraction
• Ability to work in partnership with internal and external staff and organisations
• Experience of managing budgets
• Good understanding of Health & Safety Policy, Principles, Standards, Procedures & Guidance
• Able to creatively & innovatively develop solutions to obstacles and challenges
• Ability to Travel between sites
• Demonstrate an interest and competency in effective museum management
The successful candidate will require a DBS check.
Contact & Application
If you have any questions, feel free to reach out to us at CRT.recruitment@canalrivertrust.org.uk. We encourage early applications as we may close the vacancy once we receive enough suitable candidates.
What We Offer
We offer an annual salary of £33,677. Enjoy a competitive pension scheme, increasing holiday entitlement, and a range of employee benefits. We care passionately for our waterways, and as importantly, for those who look after and use them. We are committed to building a diverse and inclusive workforce where everyone can thrive. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.
We want everyone to have the opportunity to perform at their best during our recruitment process. If you require any reasonable adjustments - whether for a disability, neurodiversity, or health condition - please let us know what you need and how we can support you. We’ll work with you to make any necessary changes. All of our jobs can be considered on a part time, flexible or job share basis. We operate a Guaranteed Interview Scheme for disabled applicants who meet the minimum criteria for the role.
Visitor Services Manager in Towcester employer: Canal & River Trust
As one of the UK’s largest charities, we are dedicated to preserving our waterways and enhancing the visitor experience at our Canal Museum in Stoke Bruerne. We offer a supportive work culture that values diversity and inclusion, alongside competitive benefits such as a generous pension scheme and increasing holiday entitlement. Join us to not only advance your career but also to make a meaningful impact on the community and environment.
StudySmarter Expert Advice🤫
We think this is how you could land Visitor Services Manager in Towcester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the organisation and its values. Show us that you’re passionate about our cause and how your experience aligns with the role of Visitor Services Manager. Tailor your answers to reflect our mission!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to build your confidence. Focus on articulating your experience in visitor services and how you can enhance the visitor experience at our Canal Museum.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you’re genuinely interested in joining our team and making a difference for future generations.
We think you need these skills to ace Visitor Services Manager in Towcester
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for our waterways and visitor services shine through. We want to see how much you care about making a difference and enhancing visitor experiences!
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and team management. We’re looking for someone who can lead a team effectively, so showcase any leadership roles you've had in the past.
Be Specific:Use specific examples to demonstrate your skills and achievements. Whether it’s managing budgets or leading successful projects, we want to know how you’ve made an impact in previous roles.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Canal & River Trust
✨Know Your Visitor Services Inside Out
Before the interview, dive deep into understanding the visitor services offered at the Canal Museum Stoke Bruerne. Familiarise yourself with their current offerings, any recent events, and how they engage with visitors. This knowledge will help you demonstrate your passion for enhancing the visitor experience.
✨Showcase Your Leadership Skills
As a Visitor Services Manager, you'll be leading a team of colleagues and volunteers. Prepare examples from your past experiences where you've successfully motivated a team or managed volunteers. Highlight how you foster collaboration and create a positive working environment.
✨Be Ready to Discuss Financial Performance
Since managing budgets and delivering on financial KPIs is crucial for this role, come prepared to discuss your experience with financial management. Think of specific instances where you've maximised income or controlled costs in a previous position, and be ready to share those insights.
✨Engage with Their Mission
The Trust is all about making a difference for future generations. During your interview, express your enthusiasm for their mission and how you can contribute to it. Share any personal connections you have to waterways or community engagement, as this will resonate well with the interviewers.
