Job Description

Important notice

In line with our redeployment policy, we'll prioritise applications from employees who are under formal notice of redundancy.

This is a rare opportunity to join our team working across two very different National Trust sites - Fenton House & Garden and 2 Willow Road. Both in Hampstead, these places provide intimate and unique experiences for our visitors. We'd love you to join the team and help welcome everyone to both these places.


This role is all about people and we're looking for an enthusiastic, proactive Visitor Experience Officer to help us deliver an exceptional experience for every visitor and volunteer. It involves managing the demands of a busy visitor day alongside the work done behind the scenes to make sure our sites are safe and compliant.


This is a full time role, 5 days per week, 9am-5:30pm. During our open season, March to October, you will work Wednesday-Sunday. When we're closed, November to February, working days can be flexible.


If you would like an informal chat to ask questions about the role before applying, please email: hayley.young@nationaltrust.org.uk.

The advertised salary is inclusive of an Inner-London Weighting Allowance of 4,465 per annum (Prorated if you're part-time).

What it's like to work here:Fenton House is a substantial 17 th -century house with far-reaching views across the city, and home to world-class collections of art and instruments. By contrast, 2 Willow Road is a 1930s modernist home, designed and lived in by Erno Goldfinger and his family with innovative design features and impressive art.


See our website for more information on each property.


You'll be part of a small, agile team of 6 in Hampstead, with all of us working across both sites. You'll also be part of the wider London team giving you an opportunity to build networks, share best practice and learn from others.



What you'll be doing:As our Visitor Experience Officer you'll be at the forefront of our daily visitor operations. You'll be responsible for opening and closing our sites, for providing great service, and making sure the properties are presented at their best, consistently. Whether that's designing new signs, straightening Erno's desk, or creating moments of magic for our visitors, you'll be doing what's needed to deliver the best experience for our visitors.


Alongside this you'll also support delivering events for our visitors outside our usual opening times and you'll support the work of the Experience and Programme manager, helping to evolve our work to connect with a broader audience to end unequal access and inspire millions.


You'll love what you do and enjoy sharing your knowledge and inspiring others, particularly our volunteers who you will manage. You'll be there to answer their questions, respond to problems and support them to provide excellent service. You'll also recruit new volunteers to join the team and manage their experience of volunteering with the National Trust.


You'll play a key part behind the scenes too. You'll help keeping everyone safe, taking on some of the compliance for the properties. You'll also respond to enquiries over email, manage group bookings and keep our website and social media up to date.


This is a varied role where you'll spend time both behind a laptop and engaging with visitors and volunteers in the house. Everything you do will be helping to make our properties special for those who visit them. If this sounds like something you'd enjoy, we'd love to hear from you.

Who we're looking forApplications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

Good at talking to, and getting on with, all kinds of people Used to multiple deadlines, being organised and managing your own workload Care about the detail and will take pride in getting things perfect for our visitors, inspiring others to do the same Are comfortable operating independently, owning your decisions, and taking responsibility to act A hard-working and committed team player

Additional criteria for all other applicants:

Can adapt to the needs of the moment, exercising empathy and good judgement when needed Experienced in producing interpretive materials, such as displays and exhibitions, and marketing or promotional materials Comfortable with IT: Microsoft Office, as well as web and social media

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 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

Permanent f/t (37.5 hrs pw)