Visitor Operations & Experience Manager

Job Description

Summary Do you love shaping experiences that make peoples day Do you excel at managing and inspiring a direct team as well as playing a pivotal senior leadership role Can you recognise a great story and use it to promote our cause Were looking forsomeone to champion the visitor at Killerton, and to help us develop programmes and experiences that are relevant, dynamic and connect us with our local audiences. This is a fantastic, varied role for 24 months, that requires vision and attention to detail,quick-thinking and taking a long-term perspective. What its like to work here Fashion-famous and full of colour, at 6,400 acres, Killerton is one of the National Trusts largest special places. Located close to the vibrant city of Exeter, the 18th centuryhouse, garden, parkland and wider estate welcomes in excess of 500.000 visitors a year. Its size and scale makes Killerton a truly wonderful place to work; within the formal visitor experience area sits Killerton House, grade II* listed Georgian mansion andformer home to the Acland family. Close by is the grade I Chapel of the Holy Evangelists and the grade II Stable Block, all set within the grade II* Registered Park & Garden. Killerton House is an accredited museum, which houses a nationally significantcollection of fashion, as well as nationally important landscape paintings and portraits. For more information about us please visit Killerton | Devon | National Trust What youll be doing Youll be inspiring and leading the Visitor Experience and Visitor Welcome teams to ensure our visitors receive great service. Managing risk you will ensure Killertonis a safe and enjoyable place to visit. Youll ensure regular compliance checks are carried out, recorded and repairs carried out. Working as part of the Property Leadership Team you will manage the operations and strategic development of Killerton while ensuring excellent customer service is delivered across the estate. With overall responsibility for programming and events across theproperty and wider estate youll ensure a varied and engaging calendar. Working alongside the house team youll be responsible for delivering the annual fashion exhibition and our Christmas offer. Youll be responsible for all promotion, marketing, communication and signage across the estate, including managing our website, mobileapp and social media feeds. Youll be working with the Facilities Manager to ensure visitor facilities are clean and well maintained and ensuring cyclical maintenance, repairs and redecoration take place. Youll ensure assets such as visitor golf buggies,vehicles, two way radios and tools are maintained, repaired and replaced as necessary. Who were looking for Wed love to hear from you if you have:

• Degree or equivalent qualification NVQ/QCF Level 3 in art/heritage/culture/tourism or a relevant audience-focussed subject, or able to demonstrate equivalent knowledge and experience.

• Considerable operational experience in visitor operations, visitor experience and/or customer service delivery in ideally a large and busy heritage or visitor attraction.

• Track record of success in business development, in particular responding to audience insight to improve and develop an offer, inspiring others with a passion for nature, beauty and history.

• Proven track record of managing budgets and knowledge of finance and contracts.

• Strong leadership skills including coaching, team development, motivation, communication and setting strategic development.

• Experience of working with volunteers.

• Experience of managing operational risk, including how to assess and manage risk effectively.

• Knowledge of all relevant Health and Safety, compliance, fire, security and emergency procedures.

The package The National Trust has the motto For everyone, for ever at its heart. Were working hard to create an inclusive culture, where everyone feels they belong. Its important that our people reflect and represent the diversity of the communities and audienceswe serve. We welcome and value difference, so when we say were for everyone, we want everyone to be welcome in our teams too.

• Flexible working whenever possible

• Free parking at most locations

• Free entry to our properties for you, a guest and your children (under 18)

• Substantial pension scheme of up to 10% basic salary

Click here to find out moreabout the benefits we offer to support you.