Visitor Experience Manager - Portsmouth Historic Dockyard

Our vision is to be the world’s most inspiring Naval Museum. Our mission is to link Navy to Nation, inspiring learning, enjoyment and engagement with the story of the Royal Navy, and its impact in shaping the modern world. 

Portsmouth Historic Dockyard (PHD) is the home of to some of the world’s most famous ships, including HMS Victory and the Mary Rose. We welcome nearly 1 million visitors each year, who come to soak up our awe-inspiring story of naval and maritime history. 

We are looking for a Visitor Experience Manager to join our team and help ensure a day out to PHD is extraordinary and memorable. You will be a champion of good customer service and have an eye for detail. Working as part of a team of Visitor Experience Managers, you will lead, motivate, and inspire your team showing you care about their overall happiness, health, and wellbeing at work. You will act as a positive role model for the operations team supporting them to achieve commercial targets relating to souvenir guidebooks, gift aid conversion, upselling tickets, and retail offer. You will be responsible for the security of our sites and attractions, our buildings and collections and the safety of our staff and visitors, making sure the site is safe throughout the day and implementing risk assessments; a cool head and a calm manner is a must. 

Knowledge 

The ideal candidate will have demonstrable knowledge of: 

• Leading, inspiring and motivating teams 
• Excellent customer service and customer care principles 
• Commercial awareness and how to drive income through a high-quality customer experience. 
• Health and Safety requirements and a willingness to learn more. 

Experience 

The ideal candidate will have experience of: 

• Working in a supervisory or management role 
• Working in a customer focused environment including responsibility for commercial activity 
• Motivating people to achieve their best. 
• Delivering an outstanding customer experience 
• Working independently and as part of a team 

We Provide 

• The opportunity to be part of a friendly and diverse workplace within a unique heritage environment. 
• Group pension plan with Royal London (6% employer contributions, 2% employee contributions and death in service benefit). 
• 25 days annual leave (plus bank holidays), increasing to 30 days after 5 years’ service. 
• Occupational sick pay. 
• Flexible working. 
• Employee Assistance Programme. 
• Free admission to other museums and attractions within the reciprocal agreement. 
• Discounts at our shops and cafes. 
• Free and discounted tickets for family and friends. 

This post requires a DBS check as a requirement for working on the naval base, as well as the right to work in the UK. Please note we cannot currently sponsor work visas for this role. 

For further details, or an informal discussion regarding the role, please contact Catherine Austen, Deputy General Manager (Operations) on email catherine.austen@nmrn.org.uk Applicants are asked to apply via https://jobs.nmrn.org.uk/ no later than midnight, Sunday 12 May 2024. We will be conducting the interviews in Portsmouth on Wednesday 22 May 2024. If you require reasonable adjustments to be made to the application process because of a disability, please contact the HR team on recruitment@nmrn.org.uk for support.