Senior Visitor Experience Officer – Saltash

We’re looking for a Senior Visitor Experience Officer to join the team at Cotehele. You’ll be engaging visitors and interpreting our collection, gardens and estate with inspiring events and ways to bring Cotehele to life.

You’ll be part of the duty management team rota, which includes working a minimum of one in three weekends and some bank holidays.

This is a fixed term contract due to end when the previous employee returns from maternity leave.  At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than  12 months. 

This beautiful Tudor mansion is situated high above the River Tamar, with Dartmoor National Park and many unspoilt beaches nearby. The property is brimming with character, and is home to many colourful tapestries, armours and artefacts. The team pride themselves on providing superb customer service, and the family atmosphere amongst the 65-member team makes Cotehele a very special place to work.

Due to its location, it’s likely you will need your own transport to get here. There is a bus and train line that stops at Calstock (services approximately every two hours, reduced in winter months). From Calstock, Cotehele is approximately 20 minutes on foot.

For more information about our property please visit www.nationaltrust.org.uk/cotehele

You'll work with the Visitor Experience & Operations 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 delivering 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. As part of the Visitor Experience team you’ll also be supporting our marketing and communications by ensuring our website is kept up to date, writing and scheduling content for social media and preparing press releases. You’ll contribute to exploring new ways to fundraise for the property and promoting the charity cause through everything we do.

With our impressive collections, inspiring gardens and estate 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.

As Senior Visitor Experience Officer you’ll line manager our Welcome Manager who manages our welcome teams in Visitor Welcome and at Cotehele Quay, ensuring that everyone gets the best welcome and goodbye possible and looking at opportunities to promote National Trust membership and Gift Aid on Entry. You’ll also line manage a small team of event and bookshop volunteers.You will report to the Visitor Operations and Experience Manager.

This role is part of our Duty Management Team rota where training will be given to allow you to fulfil this part of your role. Due to the size of Cotehele it’s rare that you’ll be doing duty management on your own – at weekends and peak times we spilt duty management across three people, this being a Visitor Experience & Service Lead, Outdoor Lead, and House Lead.

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

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.