Visitor Experience & Volunteering Manager

Visitor Experience & Volunteering Manager
Employer: National Trust
Salary: 25,500 pa
Location: Ightham Mote, Mote Road, Ivy Hatch, Sevenoaks, Kent, TN15 0NT


This role is all about delivering the Visitor and Volunteer Journeys across a varied and exceptional portfolio of properties, with Ightham Mote at its heart. You may also be referred too as Visitor Experience & Volunteering & Participation Manager.

Would you like to be part of making history happen and sharing it with diverse and wider audiences? In 2020 Ightham Mote will be marking its 700th anniversary. We are looking for someone to lead in driving exceptional visitor service at this unique site and across our other countryside and built properties in North Kent.

In delivering the NT strategy of Everyone Welcome, the role will focus upon harnessing engagement with people from all backgrounds, encouraging them to participate in all aspects of our work, whether through volunteering, partnership or community involvement, whilst ensuring our quality and service for visitors remains outstanding.

Working closely with Heads of Department, you will manage volunteer recruitment, induction and support in all areas. If you are passionate about removing barriers, to deliver a warm welcome and fostering extended participation to support looking after our special places, then this is the right role for you!.

What it's like to work here

The Ightham Mote and North Kent Portfolio extends across nine extraordinary sites ranging from Orpington to Gravesend with Ightham Mote at its heart. It includes four pay to enter properties (Ightham Mote, St John’s Jerusalem, Cobham and Owletts) all seeking to provide excellent visitor care and having the support of a volunteer team of over 400 people.

At Ightham Mote visitors lose themselves in this romantic moated manor house, described by David Starkey as 'one of the most beautiful and interesting of English country houses'. Built nearly 700 years ago it has seen many changes and been owned by Medieval knights, courtiers to Henry VIII and high society Victorians. The welcoming team provide a fantastic customer service, and in joining this team, you’ll become part of the family too.

What you'll be doing

In this exciting role, reporting to the Property Operations Manager (and willing to deputise), you will be responsible for managing the visitor experience at Ightham Mote through teams, including learning and events, to broaden participation across the whole portfolio.

As our lead volunteer manager, you will support property colleagues, building strong internal relationships, to ensure they are capable and confident of working with volunteers and the local community. As portfolio lead on the My Volunteering system you will manage and be responsible for related communications and activities including events (talks, briefings etc.) and our involvement team Newsletter. In developing our volunteer and community involvement offer, you will seek to harness volunteer input in all that we do and grow support for our work from people who live near our places. This will be key to achieving inclusivity , consistency, quality and improvement in the volunteer experience by means of you innovating a range of opportunities to work with volunteers in different ways.

This role will build upon our connections with our local communities, fostering external relationships and making opportunities across the portfolio widely available to existing and new audiences, always striving to drive broader participation across the portfolio, whilst nurturing those already in place.

Who we're looking for

To be successful in this role you will need to have the following:
• IT Skills
• A Full Driving Licence
• A track record for inspiring others with the passion to excellent service delivery
• Line Management experience
• As part of the National Trust 'Everyone Welcome' Principles you will have experience of working inclusively to welcome, connect and inspire people to make a difference
• A sound understanding of volunteering trends and previous experience in developing volunteering offers and programmes
• Knowledge of volunteering and participation and community involvement principles
• Experience developing community involvement and partnerships to grow support

The package

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, a loan towards rental deposits 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!

Learn more about this position

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