Visitor Operations & Experience Manager

Job Description

Summary As Visitor Experience and Operations Manager at the Castlefield Viaduct, youll be instrumental in our plans to bring this Grade II listed viaduct back into use, transforming it into a green oasis created by and for the benefit of local people. For severalyears, local people and organisations in the community have been passionate about finding a future for Castlefield viaduct. Were excited to be working with them to try to make this a reality. What its like to work here The vision is to transform Castlefield viaduct into a free-to-access park and meeting place for people and nature. Imagine a hidden oasis sitting above this busy city. It will become a space that respects the listed structure, celebrates the nature, beautyand history of the viaduct, and fits in with existing plans for the city.This is a fixed term contract for 18 months, working occasional evenings and weekends.Youll be based at the viaduct, but will need to travel to the Manchester Hub, Quarry Bank Mill and Dunham Massey frequently. Please think about how you would manage this travel before submitting your application. What youll be doing Youll head up the team responsible for running this Pilot project. Youll be lead and deliver a quality visitor experience operation at a new city-centre site, organising tours and events and working extensively with visitors and partners across the city.Youll be responsible for overseeing the visitor operation, analysing and interpreting audience data/insight, championing the audience voice, and working with colleagues to improve the visitor journey and visitor programming.Youll lead for quality standards in interpretation, presentation and service culture across all aspects of the visitor experience and visitor journey, working together with members of the site team, the Manchester Portfolio and wider Trust teams to meetthese standards. Youll have responsibility for strategically planning and budgeting and contribute to the wider project development. Who were looking for Wed love to hear from you, if you have:

• Demonstrable experience of leading visitor operations and managing facilities for the public to a very high standard
• Experience of creating and tailoring an excellent visitor experience to achieve clear project aims
• Understanding of audience analysis and utilising visitor feedback
• Confidence managing health & safety, compliance and risk with a track record of identifying and managing risks to the business
• Creates a positive and productive place for your team of staff and volunteers to deliver great service
• A creative problem solving approach as we explore new models and new ways of delivering our aims

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.

• Substantial pension scheme of up to 10% basic salary

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

• Tax free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• Perks at work discounts i.e. 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 locations

• Independent financial advice

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