Visitor Experience Officer - #193871

Being a Visitor Experience Officer for the National Trust is all about people – connecting with them, inspiring them, and making sure they have the best possible day when they come to visit.

Do you champion exceptional visitor experience? Do you have fantastic customer service standards and great with people? Strong communications skills and a team player?

If you can answer yes to the questions above, we’d love you to join the Visitor Experience team at one of the National Trust’s newest places, Ironbridge Gorge!

You’ll join a high performing team helping run the visitor operation at Blists Hill. You will be the lead Duty Manager at Blists Hill, on-call to support our visitor facing, and behind the scenes teams to ensure the smooth running of this living and breathing working town.

Salary: £27,612 per annum

Contract: Fixed term contract until 31-Oct-2026

Hours/ working pattern: Full-time, 37.5 hours per week. This role will include regular weekend working (every other weekend).

Interview date: week commencing 20th July 2026

What it's like to work here:Being part of our Visitor Experience team and wider property team, you will join a community of people who enjoy, protect and want to share Ironbridge and its stories, history, nature and wildlife with our supporters and visitors. Ironbridge Gorge is newly opened and this is a unique and exciting opportunity to join a team as we explore the sites next chapter, responding to visitor feedback and ensuring we are accessible to even more people.

Reporting to the Senior Visitor Experience Officer, there will be opportunities for learning and development within Visitor Experience at the National Trust during this fixed-term role.

As the Visitor Experience Officer at Blists Hill, you’ll play a key role in the effective delivery of the year round experience of working Victorian life in a beautiful setting. You will take on the role of lead Duty Manager for the daily operation of Blists Hill, supported by the property team. You will be the main point of contact, proactively responding to the needs of the day, this could include; visitor enquiries, de-alarming sites, managing the carpark, cleaning up the occasional ice cream spill, supporting staff and volunteer teams to provide a memorable and enjoyable visit.

You’ll deliver high standards at the site, from your interactions as well as presentation of all areas. You will be a fountain of knowledge, from opening times to what’s on later in the year, you’ll be able to give visitors the information they need to enjoy their day out.

What you'll be doing:As Visitor Experience Officer, your main focus will be on providing a great service for visitors. With your team, you’ll be welcoming people and inspiring them to really get to know Blists Hill. This might include devising and running events and activities, and creating interpretive displays and other ways of bringing the place, and its stories, to life for everyone who comes here. You'll encourage visitors to take a closer look at artworks or precious objects cared for by the Trust.

You might be supervising and supporting volunteers and organising rotas. You’re likely to be checking standards of presentation on site, or helping to write for our web pages.

Who we're looking forIt’s a significant role at a busy property and we need someone who can take on a challenge. To deliver this role successfully, you’ll need to have:

• Excellent people skills, to build strong working relationships internally and externally.

• Strong organisational skills including setting priorities, and meeting deadlines.

• Experience and/or understanding of visitor operations, ideally in heritage, culture, arts, natural environment, sport of visitor attraction sector

• Be highly motivated with a willingness to learn and develop in this hands-on role

• Ability to manage a varied workload, prioritise, and problem solve

• Experience of working with staff and/or volunteers

The packageThe 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 (for roles that meet the salary criteria)

• 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

Requirements :Compliance.Eligibility to Work in the UK
Fixed Term f/t (37.5 hrs pw to 31/10/26)