Job Description

Job Title:

Visitor Experience Manager

Hours of work:

21 hours per week.

Salary:

24,000

Annual Leave:

25 days plus bank holidays (Pro Rota)

Contract:

12 month contract, to be reviewed on successful National Lottery Heritage Fund application.

Role Description

Working with other staff and volunteers, you will oversee the visitor experience to ensure a consistently high standard, delivering a wide-ranging programme of activities that will also attract a new and diverse audience to the Cathedral whilst maximising visitor donations and income.

Key Responsibilities

Commitment to the Cathedral's values and inclusive culture and to demonstrate them through professional behaviour working with clergy, staff and volunteers Management and oversight of visitor experience ensuring all visitors have a positive experience, whether they come to the Cathedral as a sightseer, pilgrim, worshipper, or event attendee Ensure safe recruitment, induction, training and management of paid Welcome Assistants to offer a consistently high standard of welcome and increase donated income Liaise with all volunteer groups involved in the visitor experience, including Welcome Stewards, Chaplains, Tower Tour Guides, Tour Guides, LEGO model builders to ensure consistency of welcome Deliver an exciting programme of visitor events and activities that generates income and growth whilst supporting the Cathedral's Mission, Values and Strategic Objectives Make connections between Cathedral attractions, the Cathedral shop and Pilgrims' Kitchen restaurant, and support a culture of collaboration to develop and enhance the experience for visitors Support the work of the Volunteer Manager to ensure that volunteers are appropriately recruited, valued, trained (particularly in respect of safeguarding), communicated with, and acknowledged) Work with the Head Verger/Event Manager on key projects which impact the visitor experience and drive visitor footfall Work with the Head Verger/Event Manager to propose and develop new and innovative projects/exhibitions to appeal to the local, and repeat visit, audience Be proactive in key events/projects which have a direct visitor impact, in terms of planning, scheduling and onsite operations Work with the Marketing and Communications Manager to ensure a consistent visitor offer ensuring positive messaging and promotion and highlight good news and events To present the best possible image of the Cathedral in general and in all contact and communications with the public, visitors, suppliers and all other external organisations Ensure high quality effective signage is in place that promotes the activities of the Cathedral and supports the visitor experience Maintain high quality interpretation in a range of media to meet differing visitor needs Act as the 'accessibility and diversity champion' to ensure the Cathedral buildings, facilities and services are accessible for visitors with mobility and other special needs, as well as being involved in projects to create a wider appeal, particularly more diverse audiences Be alert to opportunities to work with partners in the town and County to bring visitors to the Cathedral Produce and manage a relevant and realistic budget for Visitor Experience and ensure operation within that budget are constantly monitored, forecasting and reporting performance against budget in conjunction with the Chief Finance Officer Regularly review, analyse, and report on visitor statistics to identify next steps and future requirements Uphold and comply with the organisation's policies and the law in relation to health and safety, equal opportunities, safeguarding, data protection and other adopted policies and procedures as required

Person Specification

Essential Qualities

Sensitive to the Cathedral's core mission as a place of worship, outreach, welcome and care, which underpins its commercial activities Experience in leading people within a visitor-focused operation Background in heritage, tourism or hospitality Experience of line management, team working, networking and relationship building A proven track record of commercial acumen and taking measured risks Ability to manage the complexity of demands posed by both a religious, conservation and commercial environment Ability to consider and see different perspectives on issues between people across departments or organisations for mutual benefit Ability to influence and persuade stakeholders and gain commitment of others to act and achieve outcomes Excel at being able to operate flexibly and prioritise issues and opportunities as needed Ability to communicate effectively with people of all ages and at all levels An ability to work flexibly including some evenings and weekends Knowledge of Microsoft Word, Outlook, PowerPoint, Publisher and Excel
Desired Qualities

Familiarity with the Church of England, particularly Cathedrals Experience of working with volunteers Educated to degree level or equivalent

To Apply

An application form can be found on our website: stedscathedral.org/vacancies and once complete should be sent to: hr@stedscathedral.org

Closing Date: 9 am Thursday 17 July 2025

Interviews: Thursday 24 July 2025

Job Type: Part-time

Pay: 24,000.00 per year

Expected hours: 21 per week

Benefits:

Store discount
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 17/07/2025