The National Archives has embarked on an ambitious and exciting transformation programme to inspire the public with new ways of using and experiencing our collection. We have made a strong start with our flourishing ’What’s On’ programme offering a range of events and exhibitions. We are now poised to take things to the next level, developing our public programming strategy, building our capability, professionalising our delivery, and re-imagining our public spaces at Kew. We have developed our first Visitor Experience Strategy, in which you will be a key player in implementing improvements and changes.
Reporting to the Head of Visitor Experience, and working closely with colleagues across The National Archives, you will be a highly visible and leading member of a small but growing team, to support the delivery of a consistently high quality visitor experience to all TNA audiences. This role includes direct support of events and activities, which will require some working outside normal office hours.
We also have an ambition to develop volunteering opportunities within Visitor Experience. You will take the lead on developing and implementing a volunteer programme from initial vision to operational delivery, including task identification, internal approval, recruitment and supervision.
You will have strong experience of visitor experience management in the cultural and heritage sector, working with both staff, volunteers, and contracted resources.
You will be a daily ‘go to’ person, expected to deal with operational matters in a confident and proactive manner - a role model of consistency of delivery and quality, supporting Visitor Experience and other visitor-facing staff.
You will have the opportunity to work alongside the Head of Visitor Experience and the Director of Public Engagement & Sector Leadership, and our architectural partner, to support the transformation of the site at Kew to a welcoming and vibrant learning environment, and a destination of National significance.
This is a full time post. However, requests for part-time working, flexible working and job share will be considered, taking into account at all times the operational needs of the Department.
This is an onsite role with minimal option for hybrid working.
The successful candidate will work evenings and weekends as required to ensure continuous management presence when the building is open to visitors or event attendees.
How to apply:
If you are an internal applicant: please do not use the link on this page. Please apply via your employee Workday account.
If you are an external applicant: to submit your application please click the link following 'Museum Website' below.
You will be asked to provide details of your work experience and write a personal statement, not exceeding 1200 words. In your statement please explain, using examples, how you meet the essential criteria below. You may draw on knowledge, skills, abilities, experience gained from paid work, domestic responsibilities, education, leisure interests and voluntary activities. Please note selection for interview will largely be based on the information you provide in this section.
We understand that you might use artificial intelligence (AI) and other resources to assist with your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesn’t include ideas or work that isn’t your own. We encourage you to showcase your unique knowledge and skills using your own voice.
Essential criteria: Evidence of successful management or supervision of a diverse group of staff and volunteers, and delivery through staff not under direct control, in a cultural service delivery environment. Good organisational skills, ability to work under pressure and to competing priorities and deadlines. Excellent customer care/service skills, understanding the needs of diverse visitors to TNA. Excellent communication and negotiation skills and experience of engaging with a diversity of stakeholders and service partners at all levels, in order to achieve positive outcomes for the visitor experience. A ‘can do’ attitude to delivering high quality services, and responding to challenging and emergency situations effectively, and with an eye for detail. The ability to trouble-shoot and resolve problems rapidly and effectively, working with a variety of internal and external specialists (IT, Estates, Events & Exhibitions, etc.) to deliver optimal outcomes. The ability to interpret audience insight and visitor feedback information and translate that into effective service improvements. Experience of developing and implementing cultural sector volunteering opportunities.
Desirable criteria: Hold or be willing to obtain a Personal Licence (Licensing Act 2003).
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Reporting to the Head of Visitor Experience, and working closely with colleagues across The National Archives, you will be a highly visible and leading member of a small but growing team, to support the delivery of a consistently high quality visitor experience to all TNA audiences. This role includes direct support of events and activities, which will require some working outside normal office hours.
We also have an ambition to develop volunteering opportunities within Visitor Experience. You will take the lead on developing and implementing a volunteer programme from initial vision to operational delivery, including task identification, internal approval, recruitment and supervision.
You will have strong experience of visitor experience management in the cultural and heritage sector, working with both staff, volunteers, and contracted resources.
You will be a daily ‘go to’ person, expected to deal with operational matters in a confident and proactive manner - a role model of consistency of delivery and quality, supporting Visitor Experience and other visitor-facing staff.
You will have the opportunity to work alongside the Head of Visitor Experience and the Director of Public Engagement & Sector Leadership, and our architectural partner, to support the transformation of the site at Kew to a welcoming and vibrant learning environment, and a destination of National significance.
This is a full time post. However, requests for part-time working, flexible working and job share will be considered, taking into account at all times the operational needs of the Department.
This is an onsite role with minimal option for hybrid working.
The successful candidate will work evenings and weekends as required to ensure continuous management presence when the building is open to visitors or event attendees.
How to apply:
If you are an internal applicant: please do not use the link on this page. Please apply via your employee Workday account.
If you are an external applicant: to submit your application please click the link following 'Museum Website' below.
You will be asked to provide details of your work experience and write a personal statement, not exceeding 1200 words. In your statement please explain, using examples, how you meet the essential criteria below. You may draw on knowledge, skills, abilities, experience gained from paid work, domestic responsibilities, education, leisure interests and voluntary activities. Please note selection for interview will largely be based on the information you provide in this section.
We understand that you might use artificial intelligence (AI) and other resources to assist with your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesn’t include ideas or work that isn’t your own. We encourage you to showcase your unique knowledge and skills using your own voice.
Essential criteria: Evidence of successful management or supervision of a diverse group of staff and volunteers, and delivery through staff not under direct control, in a cultural service delivery environment. Good organisational skills, ability to work under pressure and to competing priorities and deadlines. Excellent customer care/service skills, understanding the needs of diverse visitors to TNA. Excellent communication and negotiation skills and experience of engaging with a diversity of stakeholders and service partners at all levels, in order to achieve positive outcomes for the visitor experience. A ‘can do’ attitude to delivering high quality services, and responding to challenging and emergency situations effectively, and with an eye for detail. The ability to trouble-shoot and resolve problems rapidly and effectively, working with a variety of internal and external specialists (IT, Estates, Events & Exhibitions, etc.) to deliver optimal outcomes. The ability to interpret audience insight and visitor feedback information and translate that into effective service improvements. Experience of developing and implementing cultural sector volunteering opportunities.
Desirable criteria: Hold or be willing to obtain a Personal Licence (Licensing Act 2003).
#J-18808-Ljbffr
