Job Summary
The Visitor Services Manager is a key role within the Kent Mining Museum. The post holder will be responsible for ensuring that KMM provides visitors with a high quality, welcoming and informative visit and strengthen the enthusiastic volunteer team that supports the visitor experience, collections management and other functions.
The post holder will work with the existing museum team and museum volunteers to deliver an exceptional visitor experience. This role will require excellent people management skills in a public-facing environment. The postholder will review the visitor welcome role and assist with staff to ensure the Kent Mining Museum delivers a high quality visitor experience.
The post holder will deliver the volunteer strategy, co-ordinate the volunteer programme and develop effective systems for the training of volunteers.
Key Responsibilities
1. Visitor Welcome
2. Manage the museum visitor welcome team consisting of a small group of volunteers and with input from the existing staff team
3. Ensure a high profile for the museum for visitors arriving at Betteshanger Country Park
4. Work collaboratively with Betteshanger Country Park staff to provide a seamless visitor welcome in the reception area and beyond
5. Support the welcome for visiting groups and schools and for participants in museum events and activities
6. Train staff and volunteers to ensure consistently high levels of visitor satisfaction
7. To be the first point of contact for all enquiries concerning visits to the museum
8. To maintain appropriate work records, collating information including visitor numbers
9. Support the collection of customer data by promoting questionnaires, etc.
10. Volunteer Management
11. Co-ordinate the delivery of the Volunteer Programme
12. Recruit, train and develop the visitor welcome (education and groups) volunteers
13. Recruit train and develop the collections management volunteers
14. Recruit, train and develop the new maintenance and gardening volunteers
15. Liaise with the museum staff team to understand volunteer support needs
16. Support volunteers in the management and maintenance of the musuem and its contents
17. Enable volunteers to contribute their skills and experience to achieve the musuem's objectives
18. Other
19. Ensure compliance with health and safety regulations and procedures ensuring a safe environment for visiting public, user groups, staff and volunteers
20. Take reasonable care for the health and safety of themselves and visiting groups at all times.
21. Help with the delivery of the training programme
22. Help with the general administration of the site
23. Help with fund raising
24. Other duties appropriate to the nature of the post
Skills and Experience
Essential
* Knowledge of current developments in visitor welcome/front of house management
* Recognition of the importance of the visitor experience and volunteer management to the success of the museum
* Educated to degree level, or vocational qualification in a relevant subject, or equivalent work experience
* Broad experience of managing visitors/customers in a front of house environment
* Experience of working with a wide range of ages and abilities
* Ability to think creatively and convert ideas to create imaginative and innovative activities and learning experiences
* Good networking and partnership working skills
* Ability to engage with diverse audiences across a wide ability and age ranges
* Experience working with and managing volunteers
* Excellent communication skills
* Excellent organisational skills (oral and written)
* Able to work on own initiative and as part of a team
* Flexible approach to work, ability to prioritise and cope with varying pressures
* Good ICT skill
Desirable
* Experience in heritage environments
* First aid certificate
* Commitment to collaborative ways of working
* Experience of diary management
* Customer-focused
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Please send your CV and a letter explaining why you are the best person for the role and your availability to start work by e-mail to:
Judith Bowles
Development Manager Kent Mining Museum
Deadline for Applications: Monday 6th October 2025
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £29,725.00-£33,725.00 per year
Work Location: In person