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- Tasks: Lead the Visitor Experience team to ensure top-notch service for all visitors.
- Company: Join the SS Great Britain Trust, a vibrant heritage site dedicated to delivering unforgettable experiences.
- Benefits: Enjoy flexible hours, team engagement days, and opportunities for personal development.
- Why this job: Be part of a dynamic team that values customer experience and inclusivity in a historic setting.
- Qualifications: Strong communication skills and a passion for customer care are essential; management experience is a plus.
- Other info: Applications close at 9am on 14th July 2025, so don't miss out!
The predicted salary is between 36000 - 60000 £ per year.
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Reporting to: Deputy Director – Commercial, Operations and Visitor Experience (DDCOVE)
Hours: 37.5 hours per week, to include one in three weekends
Liaison with: Visitor Operations Manager, Visitor Experience Team, Catering general manager and team, all visitors and guests
Purpose of job : To work with the DDCOVE, Visitor Operations Manager and the wider SSGB team to ensure the delivery of a high-quality customer-focussed and commercial experience to all visitors, guests and users, from the moment of arrival on site until departure.
Main responsibilities:
Duty Management
- To assist the Visitor Operations Manager in overseeing the duty manager programme and duty management team. Actively duty manage for approximately two days per week, troubleshooting and responding effectively to any incident which arises, including complaints, accidents and emergencies.
- Maintain regular liaison with the Estates team to maintain the cleanliness, tidiness and overall condition of the site and its facilities.
- Ensure strong communication across all relevant departments, particularly the Catering and Events team; deliver morning briefings to operations and visitor experience teams.
- Work with supervisors on site to deploy staff resource effectively, depending on visitor need and impact.
- Liaise with external individuals and organisations whose activity may impact on the operational running of the site.
Visitor Experience
- Be fully informed about the SS Great Britain Trust, its products, services and activities in order to relay accurate information to visitors and enquirers. Have a detailed knowledge of daily on-site events, activities and any other operations affecting the visitor experience, and relay all relevant information to front line staff.
- Inspect, record and ensure the visitor experience in all respects is maintained onsite at all times and to intervene as required to maintain the highest standards.
- Motivate, lead and manage teams. Act as a role model for delivering a consistent, efficient, seamless and world-class customer experience across the site.
- Handle and resolve escalated visitor queries and complaints.
- Together with the Visitor Operations Manager, take part in organisational-wide working groups including EDI and internal comms, and constantly work to improve accessibility for all within the visitor experience.
- Carry out benchmarking exercises and research into visitor experience trends when required.
Team leadership
- Lead and manage the front-facing hourly-paid Visitor Experience team and be responsible for recruitment, training – including regular team engagement days. Lead by example, being highly visible, and motivate the team to deliver a first-class experience.
- Work with the DDCOVE to agree staffing budgets and ensure these are adhered to.
- Be responsible for hourly paid staff scheduling and rotas, absence and leave reporting and managing Mr. Brunel’s diary. Work with the HR manager to ensure payroll returns are processed accurately and on time.
- Carry out regular staff development reviews and address performance management issues.
- Work with other departments including Interpretation, Fundraising and Events, to engage the hourly paid Visitor Experience team in other projects.
- In conjunction with the DDCOVE work with and support the team of Operations Officers, seeking every opportunity to improve operational resilience, innovation and quality within the context of a growing site.
Other projects
- To undertake and manage site-based special projects and development as and when required.
Essential Knowledge, Skills and Experience
- Well-developed communication and customer care skills.
- IT proficient with a good knowledge of Office 365 applications.
- Excellent interpersonal skills and the ability to build effective, working relationships.
- Excellent customer care skills
- Influencing, diplomacy and negotiating skills.
- Ability to make quick and reasoned decisions.
- Confident and articulate.
- The ability to work with diverse audiences, to engage those from different age groups and backgrounds.
- A collaborative, team player who can work effectively across all departments.
- Ability to stay calm in a busy, changeable setting.
Desirable Knowledge, Skills and Experience
- Prior experience of working in a visitor attraction/heritage setting
- Supervisory or management experience including cash handling.
Closing date for applications: 9am, 14th July 2025
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Visitor Experience Manager employer: SS Great Britain Trust
Contact Detail:
SS Great Britain Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Experience Manager
✨Tip Number 1
Familiarise yourself with the SS Great Britain Trust and its offerings. Understanding their products, services, and current events will help you engage effectively during interviews and demonstrate your genuine interest in enhancing visitor experiences.
✨Tip Number 2
Network with current or former employees of the SS Great Britain Trust. They can provide valuable insights into the company culture and expectations for the Visitor Experience Manager role, which can give you an edge in your application.
✨Tip Number 3
Prepare to discuss your leadership style and how you motivate teams. As a Visitor Experience Manager, showcasing your ability to lead and inspire others will be crucial, so think of examples that highlight your experience in team management.
✨Tip Number 4
Stay updated on trends in visitor experience and customer service within the heritage sector. Being able to reference current best practices and innovative ideas during your interview will show that you are proactive and knowledgeable about the industry.
We think you need these skills to ace Visitor Experience Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Visitor Experience Manager position. Understand the key responsibilities and required skills so you can tailor your application accordingly.
Tailor Your CV: Highlight relevant experience in customer service, team leadership, and visitor management in your CV. Use specific examples that demonstrate your ability to handle complaints, manage teams, and improve visitor experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for visitor experience and your understanding of the SS Great Britain Trust. Mention how your skills align with the role and provide examples of how you've successfully managed similar responsibilities in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at SS Great Britain Trust
✨Know the Organisation Inside Out
Before your interview, make sure you research the SS Great Britain Trust thoroughly. Understand its history, mission, and current projects. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Demonstrate Customer Care Skills
As a Visitor Experience Manager, you'll need to showcase your customer care skills. Prepare examples of how you've handled difficult situations or complaints in the past, highlighting your ability to stay calm and resolve issues effectively.
✨Showcase Team Leadership Experience
Be ready to discuss your experience in leading and managing teams. Share specific instances where you've motivated staff, managed schedules, or conducted training sessions. This will demonstrate your capability to lead the Visitor Experience team successfully.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges you might face in this role, such as managing visitor complaints or coordinating with different departments, and prepare your responses accordingly.
