Senior Visitor Experience Officer

If you love engaging with our visitors and interpreting our collections with inspiring events and ways to bring our works of art to life, we’ve got a fantastic opportunity for you. The Senior Visitor Experience Officer at Dyrham Park is responsible for leading a team of 200 Visitor Experience volunteers delivering excellent customer service in the newly re-presented mansion. This role is also involved in the audience insight workstream of the nationally co-ordinated Treasure House programme, trialling visitor evaluation methods in order for us to develop the offer to meet visitor needs and expectations, creating a high class cultural offer over the next few years. This role will co-ordinate delivery of daily operations and presentation in and immediately around the mansion. This role may take on delegated elements of the visitor programme such as delivering a Christmas offer inside the house.

As Dyrham Park is open 7 days a week, the working pattern for this role includes working one in three weekends.

Interviews for this vacancy will be 25-28 March.

What you'll be doing:You'll work with the Visitor Operations and Experience Manager to ensure every aspect of the Visitor Experience is shaped by our collection and delivers an exceptional experience to everyone every time. That involves contributing to the delivery of the program of events, with something new each season for our regular visitors and locals, as well as ongoing events to inspire our occasional visitors.

With our impressive collections, inspiring landscapes and centuries of history, there’s everything here to fire your imagination, to create events and deliver outstanding interpretation. You’ll work with the house team to understand our spirit of place, ensuring high standards of presentation and service as part of the Visitor Experience team. You'll be a strong leader and communicator, working with the house team to ensure a clear vision and instructions for visitor-facing volunteers every day of the week.

Please also read the full role profile, attached to the end of this advert.

Who we're looking forThis job is all about providing a service. To be fantastic in this role, you’ll need to;

• experience of delivering inspirational engagement activities

• have good people skills, enabling good working relationships with those in your team and across the property

• understanding of how to interpret significant collections to varied audiences.

• excellent organisational skills, and the ability to time manage projects successfully

• have good interpersonal skills, able to deal with visitors in a variety of situations

• have a flexible customer focused approach with experience in delivering high standards of customer service

• experience of working with and supervising volunteers

The packageThe 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)

• Tax-free childcare scheme

• Rental deposit loan scheme

• Season ticket loan

• 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

• Independent financial advice