Visitor Services Manager
It's developing future ambassadors for a world renowned collection
It's being trusted to deliver. And it's helping millions enjoy magnificent buildings and beautiful art. This is what makes a management career with Royal Collection Trust exceptional.
Our Visitor Services team in London help hundreds of thousands of people from around the world enjoy magnificent buildings and works of art at The Queen's Gallery, The Royal Mews, and the glorious state rooms at Buckingham Palace.
At the heart of the Visitor Office, you'll be responsible for ensuring every visitor has an exceptional experience.
In a varied and dynamic role, you'll manage all operational aspects of the visitor journey. From customer care and guided tours, to access and security, you'll make sure our guests always receive outstanding service. You'll oversee the co-ordination and staffing for various programmed events and activities throughout the calendar year.
And you'll be the person leading and motivating our front-line team to deliver. It's a large and diverse team, and alongside driving people's performance, you'll make sure we're also focused on their ongoing development, helping them to reach their full potential.
We continually review and look to move forwards in the way we work, and your expertise will help develop our future strategy. You'll develop a thorough understanding of the complexities of each site, before making recommendations that will improve our overall operations.
Your biggest challenge will come with the Summer Opening of Buckingham Palace. Each year, you'll lead a year round project to recruit and train 300 individuals so they are ready to welcome the public to the famous State Rooms. You'll be an integral part of the management team for this large scale operation, collaborating closely with colleagues across the organisation as you help to balance the use of the Palace as an official residence and as an international visitor destination.
First and foremost you're an exceptional people manager. You'll be confident recruiting, developing and managing performance for a large team, all of which will be vital for this role.
You'll also have experience of managing complex visitor services operations or a similar environment, so you'll know how to guarantee that service standards remain consistently high across multiple venues. What's more, you'll be keen to develop your career and knowledge further in the cultural heritage sector.
As a confident communicator you'll thrive working in a team and inspiring those around you. You'll also be at ease adapting your approach to build relationships with a variety of colleagues, both internally and externally.
Well organised, flexible and able to remain cool and calm under pressure, you'll be comfortable managing a range of projects with pressing deadlines alongside busy front line operations.
Good analytical and numeracy skills will be important, as will your competent IT skills, as we have a digital outlook in all we do.
And beyond this, you'll have a strategic mind-set, and will be able to step back from daily activity to assess and find new ways to help improve the way the team works.
Above all, you have a customer focus in all you do, and know what it takes to create the kind of visitor experience that leaves a lasting and positive impression.
This is your opportunity to use your managerial skills and passion for visitor service to deliver the exceptional.