Summary
**Important notice** In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.
Being a Visitor Experience Officer for the National Trust is all about people – connecting with them, inspiring them, and making sure they have the best possible day when they come to visit.
We’re looking for an enthusiastic, proactive Visitor Experience Officer to help us deliver exceptional service for every visitor and volunteer. It involves managing the demands of a busy visitor day alongside the work done behind the scenes to make sure our sites are safe and compliant.
During our open season, currently March to October, you will work Tuesday - Saturday. When we’re closed to the public, November to February, working days and locations can be more flexible.
The advertised salary is inclusive of an Outer London Weighting Allowance of £3,315 per annum.
What it's like to work here
You’ll be reporting to the Visitor Operations Manager, working in a team of four across two London places: Red House and the Carlyles' House.
The Carlyles' House
24 Cheyne Row is a terraced house and appears much like all the others on the street, but its most well-documented residents, Thomas and Jane Carlyle, make it different. Thomas Carlyle (1795–1881) was one of the most famous writers of the Victorian age, and wrote many of his influential essays, history books and lectures here. Jane Carlyle (1801–66) wrote thousands of letters describing her home and the world around her. Leading artists, politicians and authors of the day visited the Carlyles in their home, where they photographed, painted and described them. Today, these artefacts, coupled with Jane’s décor and furnishings, immerse you in the Carlyles’ Victorian residence.
Red House
The only house commissioned, created and lived in by William Morris, founder of the Arts & Crafts movement, Red House is a building of extraordinary architectural and social significance.
Designed by Philip Webb and completed in 1860, it was described by Edward Burne-Jones as 'the beautifullest place on earth'. The rooms at Red House give a unique view of William and Janey's life and the establishment of what later became Morris & Co.
Red House boasts original features and furniture by Morris and Philip Webb, stained glass and paintings by Burne-Jones and embroidery by Jane and Elizabeth Burden. Coupled with bold architecture and a garden designed to 'clothe the house', they add up to a fascinating and rewarding place to visit.
What you'll be doing
As our Visitor Experience Officer you’ll be at the forefront of our daily visitor operations. You’ll be responsible for opening and closing our sites, for providing great service and sharing our stories, providing inspiring leadership to our volunteers, and making sure the properties are presented at their best, consistently.
Alongside this you’ll support delivering occasional events outside our usual opening times in liaison with the Experiences and Partnerships Manager, helping to evolve our work to connect with a broader audience to end unequal access and inspire millions.
You’ll love what you do and enjoy sharing your knowledge and inspiring others, particularly our volunteers who you will manage. You’ll be there to answer their questions, respond to problems and support them to provide excellent service. You’ll also recruit new volunteers to join the team and manage their experience of volunteering with the National Trust.
You’ll play a key part behind the scenes too. You’ll contribute to keeping everyone safe, taking on some of the compliance for the properties, you'll manage group bookings and will help keep our website and social media up to date.
This is a varied role where you’ll spend time both behind a laptop and engaging with visitors and volunteers in the house. Everything you do will be helping to make our properties special for those who visit and those who care for them. If this sounds like something you’d enjoy, we’d love to hear from you.
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. Good at talking to, getting on with (and, when needed, supervising) people from all backgrounds
2. Used to multiple deadlines, being organised and managing your own workload
3. Care about the detail and will take pride in getting things perfect for our visitors, inspiring others to do the same
4. Are comfortable operating independently, owning your decisions, and taking responsibility to act
5. A hard-working and committed team player
Additional criteria for all other applicants:
6. Can adapt to the needs of the moment, exercising empathy and good judgement when needed
7. Experienced in producing interpretive materials, such as displays and exhibitions, and marketing or promotional materials
8. Comfortable with IT: Microsoft Office, as well as web and social media
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
•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