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Visitor Experience Officer

Visitor Experience Officer

Posted 2 August by National Trust

Have you got fantastic customer service skills? Are you a creative individual who has a passion for people and communications? We’d love you to bring your skills to the biggest conservation charity in Europe. With engaging stories to tell, there’s always something to share with our visitors, and it will be you job to make sure we’re doing that all year round.

This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year

What it's like to work here

Tucked behind York Minster, Treasurer’s House is not as it first appears. In 1897 it was bought by Frank Green, the grandson of a wealthy industrialist, and by 1900 he had transformed it at great speed into an elaborately decorated town house, ready for the visit of Edward VII. Book your place on an exclusive tour to hear about Frank Green’s life and find out how he saved Treasurer’s House and changed it into the grand show home we see today.

The award-winning garden is an oasis of calm, offering unrivalled views of York Minster, making it an ideal place to relax. Head around the corner to the large high street shop for a wide range of National Trust inspired products. Above here in the historic Minster precinct are two holiday cottages, Drapers and Minstergate, for a city centre place to stay with a view.

What you'll be doing

As a Visitor Experience Officer, you’ll be responsible for the delivery of effective interpretation and engaging programming to deliver a year round offering of events at the property. Working alongside the Senior Programming and Partnerships Officer, you’ll develop engaging and meaningful interpretation that can teach, move and inspire our visitors. You'll work alongside other operational staff at Treasurer's House, as well as engaging in opportunities to work alongside the teams at Beningbrough Hall, Gallery & Gardens and Goddards Garden too.

From planning, preparing and delivering our Christmas offer, to designing and developing tours, you’ll always be assessing what our visitor needs are and how we maintain our high standards of engagement and service.

Understanding how and why we engage our supporters is key. Working with our spirit of place, you’ll work with the visitor welcome team to link everything we do back to our cause and the on-going work we do. You’ll deliver high standards of presentation at the property, and ensure all our communications with our visitors, from the first click on the website, to the posters and signs around the property are clear and consistent.

You’ll also lead and manage the passionate team of property volunteers; from maintaining the volunteer database, to delivering engaging training. You’ll guide and lead the team to keep them motivated and involved and will support them to all deliver to the same standard.

As a champion of exceptional visitor experiences, you’ll join a high performing team and will regularly be involved in the duty management rota helping run the visitor operation.

Interviews for this position will be held on Friday 13th August. 

Please also read the full role profile attached to this advert.

Who we're looking for

It’s a significant role at a busy property and we need someone who can take on a challenge. To deliver this role successfully, you’ll need to have:

  • A flexible customer focused approach, with high standards of customer service
  • Excellent people skills, enabling strong relationships, both externally and internally
  • Experience of working to multiple deadlines and managing own workload
  • Outstanding organisation and planning skills, and a good eye for detail
  • Understanding of the aims and ethos of the National Trust
  • Excellent communication skills, both verbal and written
  • A hard working approach, be committed and a team player
  • Strong IT skills - Microsoft Office, as well as web and social media applications
  • Experience of producing interpretation, marketing or promotional material
  • Knowledge of relevant Health & Safety procedures
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.

Wherever you’re from, and whatever your background, we want to hear from you – and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

  • Flexible working whenever possible
  • Free parking at most locations
  • Free entry to our properties for you, a guest and your children (under 18)
  • Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.

Reference: 43547765

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