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job opportunities with National Trust  |
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Visitor Experience and Operations Manager Location: Shrewsbury, United Kingdom Salary: £30,507 pa Closing date: 23 Aug 2017 Reference: IRC55213 Permanent f/t (37.5 hrs pw) Summary We have an exciting opportunity for a Visitor Experience & Operations Manager to work as part of the senior leadership team across the North Shropshire portfolio. Working with your team you’ll lead the delivery and development of an outstanding visitor experience whilst identifying opportunities to drive the operation forward with a particular focus on retail and memberships. If you’re commercially astute and have a great understanding of developing much loved visitor experiences and how to deliver these through inspiring others, then we would love to hear from you. What it's like to work here Welcoming over 500,000 visitors the North Shropshire portfolio has experienced significant growth over the last 5 years. The portfolio is made up of Attingham Park and Sunnycroft, two diverse properties with different challenges. Attingham is a spectacular 18th century mansion and one of the National Trust’s most visited flagship property. Built for the first Lord Berwick in 1785, Attingham Hall and its beautiful parkland were owned by one family for more than 160 years. Attingham’s saviours, the eighth Lord and Lady, began restoration work in the early twentieth century and this lives on through our conservation work today. The Attingham Re-Discovered project that aims to bring the mansion back to life and the restoration of the walled garden and pleasure grounds engages visitors in the work that we do and is a great way to involve our supporters in conservation work in action. Sunnycroft is a small place with big stories. Set within 5 acres of land, it’s located on the outskirts of what was once Shropshire’s most prominent market town. Sunnycroft is now a rare survival of a suburban mini-estate as towns and villages merge and expand around the country’s diminishing green spaces. Since being gifted to the National Trust 20 years ago Sunnycroft has steadily increased its opening and offer. What you'll be doing As the Visitor Experience & Operations Manager you’ll have management accountability of the visitor experience, visitor reception, membership and retail offer across this large and complex portfolio. At Sunnycroft you will be responsible for all aspects of running a successful operation. You’ll work with the senior management team setting the strategic direction and help to shape the next 10 years for the North Shropshire portfolio. Working with your team of 4 direct reports and their wider teams of staff and volunteers your focus will be on our visitor engagement and enjoyment, seeking commercial opportunities to maximise potential and growing and retaining our membership base. You’ll ensure collaborative working across the portfolio. You’ll be the person that brings it all together and will be the point of contact in the General Managers absence. Liaising with all Heads of Departments, Senior Leadership team and regional advisors and consultants you’ll have an operational understanding of what is happening. Through your inspirational leadership you’ll lead your teams and instil a culture of exceptional service, every time, for everyone. You’ll ensure that our diverse range of visitors are engaged through inspirational experiences and great story telling and want to return time after time. You’ll also look to create new opportunities that appeal to new visitors to increase our offer. Working with your team you’ll help our visitors understand the importance of their visit and how their contribution makes a difference by going back into our conservation and helping us local after our special places, for ever, for everyone. We currently have a number of projects happening at Attingham including ‘Attingham Rediscovered’ and your input will be vital to these. Working with the local community, businesses and our tourism links you’ll build relationships and help people understand the importance of the work we do and make sure the National Trust is locally loved and recognised as a key part of Shropshire life. In this role you’ll be responsible for setting, monitoring and achieving stretching targets whilst operating tight budget control and putting conservation at the heart of everything you do. Care and conservation is central to the Trust, and you’ll build on opportunities to connect visitor experiences with conservation across our property and enhance our spirit of place. We believe ‘People make places and places make people’ so this is your opportunity to make a real difference. Who we're looking for As an experienced Visitor Operations Manager you’ll understand how to get the most out of your team to deliver great experiences for visitors and maximise commercial opportunities. You’ll be highly motivated and driven and are naturally able to inspire people to deliver exceptional customer service, to exceed targets and understand how this funds our cause. You’ll be; • Inspiring and great with people • An effective people manager with an understanding of how to develop and coach your team • Customer aware and take pride on delivering excellent customer service • Experienced in building relationships and influencing both internal and external stakeholders • Creative and able to implement and embed new ideas • Able to analyse data to inform decision making • Customer service/ sales focused where you have worked towards delivering targets – customer satisfaction/ financial • Organised and able to effectively prioritise changing workloads • Working knowledge of relevant legislation (including disability, discrimination, equal opportunities, health and safety etc) The package Looking after you • Health cash plan – from as little as £2.81 per month for you and your dependents • Pension contribution match up to 10% • EAP and proactive Health and Wellbeing • Discounted gym membership Looking after your career • Grow your career through professional training courses across the Trust • Develop your skills with an internal secondment • Pay review linked to values and behaviours, commitment to progression • Income protection due to illness Unique to Us • Work in some of the most beautiful, iconic and unique locations in the UK • Free entry to NT properties for you, a guest and your children (under 18) • 20% off in our retail and catering outlets •Discount up to 35% off a National Trust holiday cottage booking Closing Date: 23 August 2017 For more information and to apply please click APPLY NOW. 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