Summary
***INTERNAL APPLICANTS ONLY***
We’re looking for someone who’s calm under pressure and finds ways to help teams run efficiently and achieve the highest standards. If this sounds like you, this is an exciting opportunity to step into the role of Visitor Operations Manager in the Lacock property group. Specifically, this role sits in the Property Leadership Team and covers 4 properties including Lacock, The Courts Garden Great Chalfield Manor and Westwood Manor.
This is a chance to make a real difference, welcoming and including people of all interests and backgrounds and helping to look after nature, beauty and history for everyone.
This is a fixed term contract for 12 – 14 monthsto cover maternity leave when the postholder will return to the role.
What it's like to work here
Visitors flock to this quirky 13th century abbey to enjoy the museum dedicated to photographic pioneer William Henry Fox Talbot. Outdoor theatre, photography exhibitions and family trails are among the innovative events run by the 40 staff members and local volunteers, making for a lively and fun visitor experience. It’s likely you will need your own transport to get here, however this is a great opportunity to join a welcoming team and contribute to an exciting programme of events.
For more information about our property please visit
What you'll be doing
As a member of the leadership team, you’ll oversee visitor operations, aiming for excellence every day. You’ll have a key role in making sure that operational considerations and the needs and expectations of visitors are built into business plans and designs. You’ll lead from the front and champion the Trust’s values, ensuring everyone feels welcome and valued.
You’ll set the overall direction for how people experience a visit to our properties, aiming for the highest standards in presentation and customer service, while balancing this with strong commercial performance, including membership, fundraising and car park income. Using visitor insight and feedback, you’ll continuously improve the experience we offer.
You’ll lead and line manage your team, inspiring them to feel motivated, ambitious and always focused on helping people to enjoy their best possible visit.
No two days will be the same. This is a busy and rewarding role in a supportive and inclusive environment.
You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.
Who we're looking for
We’d love to hear from you if you’re:
1. experienced in leading and inspiring others, and working with a range of staff, volunteers and external partners
2. a champion for inclusion and diversity
3. skilled at creating and evaluating experiences and events for visitors, including those being run by external partners
4. good at prioritising and delegating, empowering staff and volunteers at every level
5. precise and observant, focused on excellent standards of presentation, interpretation and customer service
6. able to think on your feet and adapt to change, working with others to solve problems and react to opportunities
7. comfortable with managing budgets and resources to meet set targets
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.
•Substantial pension scheme of up to 10% basic salary
•Free entry to National Trust places for you, a guest and your children (under 18)
•Rental deposit loan scheme
•Season ticket loan
•EV car lease scheme (for roles that meet the salary criteria)
•Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
•Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
•Flexible working whenever possible
•Employee assistance programme
•Free parking at most Trust places