Visitor Experience & Volunteering Manager
The National Trust has just completed an exciting project to restore Horsey Windpump, helping to preserve the important local history and this magnificent Broadland icon, and in March 2019 fully re-opened to visitors.
We are seeking a Visitor Experience & Volunteering Manager to lead on the continuing growth of our visitor experience offer here at Horsey Windpump. You'll ensure that your team welcome every visitor and help them have the best day they can. You'll be part of a friendly team who are happy to multi-skill across all visitor facing areas and want to enjoy doing their job. If you've got experience in operational day-to-day management of a visitor offer, alongside excellent leadership skills, we'd love to hear from you.
What it's like to work here
Horsey Windpump is an iconic building with a fascinating past, and the perfect gateway to experience the connection between man and nature. Standing sentinel over the mere, a climb to the top is rewarded with beautiful panoramic views of the surrounding countryside, an opportunity not to be missed. This remote location is secluded and famed for its internationally important wildlife, from the over-wintering wildfowl frequenting Horsey Mere to the Swallowtail butterfly, the very essence of a summer on the Broads.
The restoration project here at Horsey has just been completed and we have fully re-opened to visitors with a brand new visitor offer. We have a bigger team and as each week goes by we are reviewing and learning our operations; in this role you will have the opportunity to build on the success we have had so far.
Come and be part of the friendly team who love where they work!
What you'll be doing
In this role you'll be responsible for the operational day-to-day management of the visitor experience at Horsey Windpump. You'll enable your team of staff and volunteers to give our visitors an outstanding and inspirational experience through ensuring the consistent quality of our customer service and the stories we tell. You'll put conservation at the heart of all that we do, so everyone leaves feeling they understand what makes Horsey Windpump so special.
You'll use your breadth of experience to develop our already great volunteer team, by creating more opportunities, offering new training and broadening visitor/volunteer engagement and community involvement.
You'll also look after the operation of the Windpump itself and ensure it is safe, and the planning and running of events, ensuring all are compliant with Health & Safety regulations, that they run smoothly and our visitors have an amazing time.
As Visitor Experience & Volunteering Manager you'll be an experienced leader of people and you'll be confident managing a team, with 3-5 direct reports. You'll be supporting them to reach targets, including selling our membership offer and coaching and developing their skills.
This is a varied role and you won't be afraid to get stuck in across the property, whether it's helping in our shop, dealing with toilets and car parking or raising funds for our conservation work - there's never a slow moment in our visitor welcome team. You'll love being a positive role model and are naturally able to inspire your team to deliver exceptional customer service.
Who we're looking for
To excel in this role you'll need to have;
- A degree in relevant field/NVQ/QCF Level 3 Cultural Heritage or equivalent and/or operational experience in visitor focussed historic properties
- Demonstrable experience of planning and delivering inspirational engagement activities
- A sound working knowledge of volunteering principles and practice
- Experience of leading, coaching, developing and supervising teams
- Skilled in the use of social media and digital marketing
- Some knowledge and experience of managing budgets, and achieving stretching goals
- Good IT skills
- Knowledge of Health & Safety practices
Benefits include flexible working whenever possible plus free parking at most locations. You'll be entitled to discounts in high street stores and cinemas, National Trust shops and NT cafes, and have free entry to NT properties for you, a guest and your children (under 18).
Your health and wellbeing is important to us and is supported through generous annual leave and the option to buy additional days (minimum contract length applies), a cycle to work scheme, subsidised health cash plan and confidential access to a free support service 24 hours a day should you need it.
Your future financial health is helped by an employer matched - up to 10% of basic salary - contributory pension scheme and you can further your career with training and development tailored to you.
All of this and the opportunity to give something back to your community with up to 5 days of paid volunteering per year!