Visitor Experience Officer

They ensure that visitors receive an excellent experience whenever they visit so that IWM is able to achieve the financially sustainable income needed from our visitors. Recommendations from visitors who had a great time (both online and word of mouth) are essential to IWM success. There should be consistent visit quality for all visitors, whenever they arrive, across 7 days per week, but this should be able to be adapted to the requirements of each individual. The VEO should be able to put themselves in the place of the visitor, see the experience with fresh eyes, ensure standards are clear and make adjustments in reaction to feedback.

They will own the Customer Experience scorecard/FOH Standards for each site and work with other stakeholders to ensure the score is achieving its target. VEO's should understand the organisational and Visitor Experience Strategy objectives for visitors and promote other products and services including events and tours, guidebooks, membership, shops and cafes to maximise IWM's revenue. VEOs should maintain good, collaborative working relationships with FOH teams, relevant departments and stakeholders. Working with a team of volunteers they should ensure that visitors receive an excellent welcome to the site, with clear orientation, assistance in getting the best out of every visit and a thank-you for their visit on departure.

For a full list of duties and the person specification (which your application will be marked against) please view the Job Description on the IWM Jobs Website.