engagement manager Aylesbury, England
Job description
Waddesdon welcomes over 400,000 visitors to the property each year and we offer a programme of changing exhibitions, talks and tours, family activities and public events. Visitors are both National Trust members and paying visitors, and the income from our shops, restaurants, events and filming helps support opening the Manor to the public, our education programme and the care of the buildings, collections and gardens.
Overall Purpose
Reporting to the Head of Visitor Experience, the Visitor Engagement Officer (VEO) is an integral part of the Visitor Experience team responsible for the delivery of a seamless visitor engagement programme of walks, talks and tours during varied opening hours throughout the year, enabling a broad range of visitors to have an outstanding and inspirational visit through the consistent quality of our welcome and the stories we tell. The VEO will work closely with the Head of Visitor Experience and the Visitor Experience
Manager, as well as colleagues from the Box Office, Volunteering, Collections, Gardens, Marketing and
Events departments to ensure the holistic delivery of excellent visitor care and engagement.
This post is responsible for the daily operational delivery of the public tours and walks programme, ensuring it is consistently delivered to a high standard and sufficiently resourced with staff and volunteers. The VEO will have the opportunity grow and develop the public programme, with particular reference to accessible and income generating programming.
The VEO will support a culture of excellence in visitor care, acting as an ambassador for our visitors across the property. They will provide motivational and supportive line management to guide and volunteer teams, encouraging them to embed the needs and expectations of visitors at heart of the operation. This role will also be expected to provide duty management cover for the House visitor operation in the
Visitor Experience Manager’s absence.
Working Wednesday to Sunday throughout the year, they will provide a ‘hands on’ operational presence.
It is anticipated that this role will take on additional responsibilities supporting the House operation from early 2024.
Key Areas of Responsibility:
Delivering established tours and walks programme
- Coordinate the delivery of the public tours and walks programme, including House tours for groups and private events, weekly Eythrope Walled Garden tours, weekly Wedding Cake tours, and daily garden walks
- Provide operational support for tours, acting as a ‘tail’, or opening and closing necessary parts of the Manor
- Regularly attend scheduled tours and walks to monitor the consistency and quality of the visitor offer, raising any necessary improvements
- Train to be a guide, covering staff/volunteer shortfalls to ensure consistency in the visitor offer
- Where necessary, support out of hours exclusive access tours
- Work collaboratively across all aspects of the visitor operation, especially with the Visitor Experience Manager to co-ordinate all House based activity and staff and volunteer resourcing
- Act as a central point of contact and liaising between teams and departments to ensure spaces and resources are efficiently managed in a timely manner, in particular; Group Bookings Coordinator, Head of Private Events and Collections department
- Proactively monitor the Operations Plan for any clashes or upcoming tours which may need input or support
- Support the daily visitor operation, ensuring the best use of staffing and resource across the property to deliver the public engagement programme
- Implement staffing plans to ensure all aspects of the tours and walks programme are sufficiently resourced using the ‘Homebase’ and ‘MyVolunteering’ rota systems
- Provide friendly and operational line management and point of contact for tours and walks volunteers and guides (Specialist Guides, VEA Guides, Garden Guides, Wedding Cake Guides and Hosts and Eythrope Guides), building consistently positive working relationships
- Working closely with the Visitor Experience and Volunteering departments, recruit, train and support talented and enthusiastic volunteers who will deliver our public tours and walks programme and expand and develop a year round integrated Visitor Experience volunteering offer
- Conduct informative briefings for staff and volunteer teams ahead of tours and walks
- Process hours for seasonal staff as well as authorizing volunteer expense claims and being responsible for confirming recharge codes where appropriate
Develop and expand public tours and walks programme
- Establish daily Wine Cellar talks, recruiting, training and monitoring the performance of guides/volunteers
- Establish weekend Aviary talks, recruiting, training and monitoring the performance of guides/volunteers
- Work closely with the Head of Visitor Experience to develop the new series of Wedding Cake tours
- Work closely with the Visitor Experience Manager and House stewarding team, to re-establish behind the Scenes tours, including recruiting, training and monitoring the performance of guides/volunteers
- Research and develop accessible tours i.e. BSL and audio descriptive House, garden and exhibition tours, buggy led garden tours
- Champion access for all, ensuring that all visitor offers meet best practice guidance for accessibility
- Work collaboratively with the Group Bookings Coordinator and Marketing team to understand our audiences and to develop tours and walks aligning with visitor and group preferences
- Establish a visitor survey and exhibition invigilation volunteer team – collating survey data to create regular reposts, to be share with Visitor Experience and Collections teams to inform daily operations and future exhibition programmes
- Provide motivational and supportive line management for staff and volunteers delivering expanded programme of tours and talks
- Liaise with the Visitor Operations Manager to establish ticketing set up for paid-for tours
Providing Operational Cover for the Visitor Experience Management Team
- To deputise for the Visitor Experience Manager in their absence, taking responsibility for daily House operations
- Attend key operational meetings providing feedback to the wider Visitor Experience team on upcoming events, i.e. Looking Ahead Meeting
- Be responsible for scheduling regular Visitor Experience and Collections departmental meetings; creating the agenda; taking minutes and circulating action points
- Supporting the daily Visitor Experience to provide adequate supervisory cover operation during the busy Christmas season
Other Duties and Responsibilities
- Act as a First Aider for Waddesdon staff, volunteers and visitors, (refresher and renewal training will be provided)
- Act as a Fire Marshall (training will be provided)
- Work “front line” at busy times such as major events (Easter, Chili Fest, Christmas), or to help cover unexpected or unforeseeable staff or volunteer shortages if required
- Working closely with the Health & Safety Manager to ensure the correct procedures are adhered to, as well as recording any accidents or near-misses
- Alongside the Visitor Experience management team, deliver inspiring induction and training programmes for staff and volunteers, including role specific and annual best practice training
- Record volunteeri n g hours and actively participate in the My Volunteering database
- Co-ordinate and participate in regular VE volunteer feedback sessions
- Carry out any other reasonable task as requested by the Head of Visitor Experience
Experience and Qualities
- 1 year of operational experience in a fast paced visitor facing role with some supervisory/line management experience
- Demonstrable experience and passion for delivering a culture of exceptional visitor experience
- A keen interest in heritage, arts management and the outdoors, with a particular reference to decorative arts and historic gardens
- Excellent people and communication skills, enabling strong relationships
- A robust nature, with the ability to remain calm and confident under pressure
- Experience of working with volunteers, understanding the different approach needed to recognise, reward, and motivate volunteers
- Outstanding organization and planning skills, and a good eye for detail
- Excellent written and interpersonal skills, ideally including some public presentation experience
- Full driving license
Terms and Conditions
Contract type: Permanent, full time, a minimum of 37.5 hours per week
Place of work: This role is on site at Waddesdon, Wednesday to Sunday. Occasional Monday, Tuesday and evening work will be required, for which time will be taken in lieu, and also for Bank
Holidays.
Salary: £23,000 per annum
Holiday: 33 days a year (including public holidays), rising to 36 days on completion
of three full years’ service, rising to 38 days after 5 years’ service and rising to 40 days after 10 years’ service
Benefits:
- 50% Discount in Food 2 Go Catering, 20% in the Manor restaurant, Wine Shop & Retail Shop. 20% off food and drink at The Five Arrows
- Annual leave - 33 days a year (including public holidays), rising to 36 days on completion of three full years’ service, rising to 38 days after 5 years’ service and rising to 40 days after 10 years’ service
- Wellbeing support and a focus on staff engagement. Access to free 1:1 counselling
- Matched company pension scheme up to 10% of salary
- National Trust Staff Card which entitles free entry for two people at all NT properties and a discount in their shops and restaurants.
- Beautiful location working within the charity and heritage sector
- Free parking on site at Waddesdon
Application Process
In order to be considered for this role, please submit your CV along with a covering letter explaining how your experience and skills match those outlined above.
Closing date: midnight Friday 21 July 2023
Interview dates: w/c 31 August 2023
Job Types: Full-time, Permanent
Salary: £23,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
Licence/Certification:
- Driving Licence (required)
Work Location: In person
Application deadline: 21/07/2023
