Summary
We’re looking for someone with great people skills, who loves to inspire and delight by providing top-quality experiences for visitors, to join us as a Senior Visitor Experience Officer at Quarry Bank, focusing on our core offer.
This role supports the Visitor Experience Manager in delivering and leading for consistently good, repeatable, inclusive and engaging visitor experiences across the property.
Interview date: Friday 27th February
Please provide a cover letter and CV when applying for this role.
What it's like to work here
This former cotton mill was built in 1784 and is one of Britain’s greatest industrial heritage sites. The busy estate hosts many schools programmes and events, which help bring Quarry Bank’s fascinating story to life. New areas of the estate will shortly open to the public, creating additional project-based roles. This is an exciting opportunity to work in fast growing location and the team pride themselves on being dynamic, highly motivated and enthusiastic people.
What you'll be doing
As part of the Visitor Experience team, you'll be focused on achieving the highest standards of presentation and service, helping everything to run smoothly during projects, events and busy school holidays throughout the year. You’ll work alongside colleagues across the property to make sure everyone who visits has opportunities to engage with Quarry Bank and it's stories.
This role will focus on our core offer, delivering and leading for consistently good, repeatable, inclusive and engaging visitor experiences across the property. You'll look after the day-to-day delivery of visitor experience, maintaining high delivery and presentation standards across property, enhancing access and visitor journey, driving improvements based on visitor feedback.
You'll be part of our Duty Management team, working regular weekends (1 in 4). You'll also line manage our Storyteller team who are a key component of our visitor facing offer and our engagement and house volunteer teams.
You'll support the wider VE team in the development and delivery of key seasonal programmes where required – e.g. Easter, Summer, Christmas events.
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
Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:
1. knowledge of audience engagement and inclusive programming in heritage or cultural settings
2. strong leadership and team co-ordination skills
3. ability to respond to operational challenges with agility and professionalism
4. ability to effectively monitor budgets and track performance
5. deep understanding of health and safety, safeguarding, and compliance in public environments
Additional criteria for all other applicants. We’d love to hear from you if you’re:
6. strong leadership and team co-ordination
7. operational planning, rota management and problem-solving
8. creative thinking and adaptability
9. visitor operations, service delivery and seasonal planning
10. effective communication
11. working collaboratively across departments
12. competence in evaluating visitor experience and implementing improvements
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.
13. Substantial pension scheme of up to 10% basic salary
14. Free entry to National Trust places for you, a guest and your children (under 18)
15. Rental deposit loan scheme
16. Season ticket loan
17. EV car lease scheme (for roles that meet the salary criteria)
18. Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
19. Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
20. Flexible working whenever possible
21. Employee assistance programme
22. Free parking at most Trust places