Visitor Experience Officer

Job Description

Summary Have you got fantastic customer service skills Are you a creative individual who has a passion for visitor experience and operations We’d love you to bring your skills to the biggest conservation charity in Europe.With engaging stories to tell, there’s always something to share with our visitors, and as Visitor Experience Officer at Ham, your priority will be to make sure that you work with your team to offer a safe and enjoyable offer for all of our visitors. This role is responsible for championing the visitor journey and smooth operational running of the visitor experience at Ham.This is primarily a weekend role, where you will be working both Saturday and Sunday for 3 out of 4 weekends. The remaining days can be flexible and agreed between you and your line manager.Salary: £22,618 per annum.Contract: Fixed term contract until 28 February 2022‘Please note that the salary advertised is inclusiveof an additional Outer London Weighting allowance of £2,690 per annum.’ What its like to work here Ham House is a rare and atmospheric 17th century house that sits on the banks of the River Thames in Richmond and is internationally recognised for its superb collection of paintings, furniture and textiles. The close team is often looking for enthusiastic people with great interpersonal skills to join them. Outside, the open and formal restored 17th-century gardens surround the house. It includes a productive kitchen garden containing many heritage crops, the maze-like ‘Wilderness’, complete with summerhouses, and many beautiful spots perfect for a picnic.This role is ideal for someone with experience of managing visitor experience and customer service teams, preferably within a museums and heritage setting. You will need to be a self-starter who can lead a busy team, and forge strong new relationships confidently.Click here for more information about this location What youll be doing This role is responsible for the visitor journey and smooth operational running of the visitor experience at Ham over our busy weekends. You’ll lead a culture of exceptional service, supporting our team to provide a warm welcome, share information with visitors and maximise sales and income from admissions, events and membership that benefit our conservation cause.Working alongside our full time Visitor Experience Officer and our Visitor Operations and Experience Manager, you will lead and inspire a team of Welcome & Service Assistants to help ensure that every visitor feels welcome and has a wonderful day with us.Understanding how and why we engage our supporters is key. As a champion for visitor experience at the weekends, you’ll work with the visitor welcome team to link everything we do back to our cause and the on-going conservation work we do. You’ll deliver high standards of presentation at the property, and ensure all our communications with our visitors, from the first click on the website, to the posters and signs around the property are clear and consistent.This is primarily a weekend role, where you will be working both Saturday and Sunday for 3 out of 4 weekends.Please submit a Cover Letter and CV alongside your application.Please see role profile attached. Who were looking for It’s a significant role at a busy property and we need someone who can take on a challenge. To deliver this role successfully, you’ll need to have:

A flexible customer focused approach, with high standards of customer service

Excellent people skills, enabling strong relationships, both externally and internally

Experience of working to multiple deadlines and managing own workload

Outstanding organisation and planning skills, and a good eye for detail

Understanding of the aims and ethos of the National Trust

Excellent communication skills, both verbal and written

A hard working approach, be committed and a team player

Strong IT skills - Microsoft Office, as well as web and social media applications

Experience of producing interpretation, marketing or promotional material

Knowledge of relevant Health & Safety procedures

The package Benefits for working at the National Trust:

Flexible working whenever possible

Free parking at most locations

Discounts in high street stores, cinemas, National Trust properties and cafes.

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

Generous annual leave

Subsidised health cash plan

Free 24-hour support service

Substantial pension scheme of up to 10% basic salary

Training & Development tailored to you

Up to 5 days of paid volunteering for you.

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