Senior Visitor Experience Officer at Carlton Marshes Visitor Centre
Closing date: Monday 5 January 2026. Salary: The starting salary will be up to £30,000.00 per annum depending on skills, knowledge and experience. Contract type: Permanent. Working hours: Full time. Location: Carlton Marshes Nature Reserve & Visitor Centre, Burnt Hill Lane, Lowestoft, Suffolk, NR33 8HU.
Overview
The Senior Visitor Experience Officer leads the day‑to‑day operation of the visitor centre, ensuring a welcoming, inclusive and engaging experience for all visitors. The role combines team leadership, nature‑based programming and income generation to deepen nature connection, grow audiences and support the Trust’s mission for a Wilder Suffolk.
Key Responsibilities
Lead the delivery of high‑quality, inclusive experiences at the visitor centre, ensuring it is welcoming, engaging and accessible for all. Oversee day‑to‑day operations, maintain excellent customer service standards and use visitor feedback and data to continually improve the offerings. Create meaningful opportunities for people – especially those new to nature – to connect with wildlife through programmes, guided walks and engaging activities and events.
Provide clear, positive leadership and management for staff and volunteers, fostering a culture of membership growth, nature connection and community engagement. Work with the Catering Manager and Senior Wilder Learning Officer to coordinate visitor services, learning and hospitality, and recruit, train and support volunteers to deliver safe, inclusive and impactful activities and events. Line‑manage the Visitor Experience Officer and volunteers, and collaborate with the Senior Visitor Experience Officer at Lackford Lakes.
Drive income generation and effective operations by developing room hire, group visits, bespoke experiences and the adult course programme, building partnerships with local businesses and community groups to broaden audiences and diversify income. Work with the Visitor Experience and Commercial Operations Manager to manage budgets, use KPIs and insights to guide decisions and demonstrate impact.
Qualifications and Experience
Proven experience of leading visitor engagement or running a public‑facing venue, including income‑generating activities. Experience supervising and line‑managing staff and coordinating volunteers. Strong communication and people skills, with the ability to engage diverse audiences, represent the Trust confidently and deliver inclusive, high‑quality experiences and events. Excellent organisational skills, a proactive approach and the ability to manage multiple priorities. Confidence using Microsoft 365, social media and visual displays to enhance engagement. UK working rights are required.
Working Hours and Conditions
This is a permanent position working 37.5 hours per week, five days out of seven each week, including weekend days and bank holidays. The role will be based at the Carlton Marshes visitor centre in Lowestoft. The starting salary will be up to £30,000.00 per annum depending on skills, knowledge and experience.
Application Process
To apply, submit an application via the Trust’s website by 9:00 am on Monday 05 January 2026. The application will require uploading a CV and an optional cover letter. Interviews are planned for Friday 16 January 2026 at Carlton Marshes. Please indicate your availability for interview (between 9:30 am and 4:00 pm) in the application.
Benefits
Annual leave entitlement starts at 33 days per annum (including Bank Holidays), increasing annually to 38 days. Employees receive an extra day off for their birthday. We offer a 9% employer pension contribution with no employee contribution required, free 24‑hour Employee Assistance Programme, free life insurance from day one of employment, free access to a private GP and discounts at high‑street retailers. Staff can also enjoy a 10% discount in our visitor centre cafés, including retail.
EEO Statement
Suffolk Wildlife Trust is committed to an inclusive and diverse workplace where everyone is welcome. As a conservation charity, we recognise the importance of diversity in both nature and our workforce of staff and volunteers. We strive to ensure that everyone feels valued and empowered to contribute to our vision of “A Wilder Suffolk where nature is thriving and abundant because everyone is doing more to help”.
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