Senior Visitor Experience Officer

We're looking for a Senior Visitor Experience Officer to join the team. You'll be championing a great welcome and exceptional service to almost 500,000 visitors a day - not only at Calke Abbey but at nearby Foremark and Staunton Harold, two countryside sites at the edge of the estate.

You'll be engaging with our visitors and bringing our special places to life.

You'll be required to work working a of one in three weekends and some bank holidays.

With an ethos of ‘repair, not restore’, Calke is the un-stately country home; carefully preserved in both its glory and decay, visitors experience the little-seen decline of a country home in the 20th Century. The team are central to its special status, working collaboratively across a broad site to deliver important conservation work, excellent customer service and a diverse and engaging visitor offer. As well as the house, Calke is popular with visitors looking to explore the gardens, pleasure grounds, stableyards, and the 600+ acre estate including an ancient deer park, wetland and nature reserve. Our popular commercial spaces such as the restaurant, café, pop-up refreshments and shop help to make much of Calke’s extensive conservation work possible.

Click here for more information about this location

You'll work with the Visitor Operations Manager to ensure that we provide an exceptional experience to everyone, every time, particularly in the strategic delivery of the 'Calke Welcome'. However, you'll also be part of the much bigger Visitor Experience team, who are involved in everything from event programming, marketing, cycle hire and the overall presentation of our places. You'll often be working closely with these colleagues, as well as a large team of volunteers, to provide exceptional service and make sure that everyone feels welcome. Although you'll be primarily based at Calke Abbey, you'll line manage a small team who lead for the visitor experience at two outdoors sites within the portfolio.

You'll be part of the duty management team rota. As a duty manager, you'll lead the morning briefing to ensure all teams are ready for the day ahead. You’ll be on hand to respond to any situation as it arises, from first aid incidents and missing persons, to managing large visitor numbers on our busiest days.

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

This job is all about providing a service. We'd love to hear from you if you have:

• experience of delivering inspirational engagement activities

• 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

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

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

• experience of working with and supervising volunteers

Please include a cover letter alongside your CV.

The 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)

•Rental deposit loan scheme

•Season ticket loan

•EV car lease scheme 

•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

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