Visitor Operations Manager

The Visitor Operations Manager leads Kew’s front-line teams, delivering an exceptional visitor experience to 2 million visitors each year to Kew, and up to 18,000 visitors on our peak days. Leading the on-site visitor experience across our entrance gates, the Kew Explorer land train, and across the Gardens, the Visitor Operations Manager will achieve high standards of customer service and engagement, ensure quality and consistency, whilst maximising revenue and secondary spend.

As a highly-skilled leader, the Visitor Operations Manager will ensure that all teams focus on visitor experience. Through developing an environment of coaching and support for your team leaders, the teams will deliver high quality end-to-end service, with appropriate welcome, comfort, information and interactions.

This role will also act as a key stakeholder within the operations duty management roster, working some weekends and bank holidays as required, and providing visible leadership at peak times.

• Employee Benefits - RBG Kew.pdf
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• Visitor Operations Manager - Job Profile .pdf
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The successful candidate will have experience of effectively leading, managing and coaching large visitor facing teams with a busy and fast-paced environment. They will have experience in managing service quality and delivery, with a keen eye for detail, to achieve value for money and consistency. The successful candidate will also be responsible for effective rostering of the front-line teams, working within agreed budget, to ensure appropriate staffing levels that meet visitor demand.

The postholder will be confident in IT and systems, and will have a proven ability to train teams in using these effectively particularly as Kew delivers EVE (Enhancing Visitor Experience) systems including Ticketing and CRM.

Applicants will need to hold a full UK driving license, and the post will also require an enhanced DBS check.

The Royal Botanic Gardens, Kew (RBG Kew) is a leading plant science institute, UNESCO World Heritage Site, and major visitor attraction. Our mission is to understand and protect plants and fungi for the well-being of people and the future of all life on Earth.

We are working to end the unprecedented extinction crisis and to help create a world where nature is protected, valued by all and managed sustainably. We will achieve these goals by drawing on our leading scientific research, unrivalled collections of plants and fungi, global network of partners, inspirational gardens at Kew and Wakehurst, and our 260 years of history.

Join us on our journey as protectors of the world’s plants and fungi.

The salary will be £40,301 - £42,301 per annum, depending on skills and experience.

Our fantastic benefits package includes opportunities for continuous learning, a generous annual leave entitlement, flexible working to help you maintain a healthy work-life balance, an Employee Assistance Programme and other wellbeing support such as cycle to work scheme and discounted gym membership. We also offer a competitive pension, an employee discount scheme and free entry into a wide range of national museums and galleries, as well as access to our own beautiful gardens at Kew and Wakehurst.

If you are interested in this position, please submit your application through the online portal, by clicking “Apply for this job”.

We are committed to equality of opportunity and welcome applications from all sections of the community. We guarantee to interview all disabled applicants who meet the essential criteria for the post.

No agencies please.