Visitor Experience Duty Manager

Royal Botanic Gardens, Kew; United Kingdom; On-site; GBP 40,000; Full time

Job summary

A leading botanical institution in Sussex is seeking a Visitor Experience Duty Manager to oversee the daily operations at Wakehurst. The role focuses on ensuring a high standard of visitor experience and safety, requiring excellent customer service and strong people management skills. Ideal candidates will have operational management experience in a visitor attraction. The position offers a salary of £39,243 per annum, along with a competitive benefits package including flexible working and personal development opportunities.

Benefits

Generous annual leave

Employee assistance programme

Discounted gym membership

Cycle to work scheme

Competitive pension

Free entry to national museums

Qualifications

• Proven track record of delivering high levels of customer service.
• Operational management or supervisory experience within a visitor attraction.
• Strong collaborative and people management skills.

Responsibilities

• Coordinate the daily running of Wakehurst for high visitor experience.
• Ensure health, safety, and security for all.
• Respond to operational needs and lead daily tasks.

Skills

Customer service

People management

Operational management

Dynamic attitude

Job description

Overview

This is an exciting opportunity to join the team at Wakehurst, Kew’s Wild Botanic Garden in Sussex, in the recently established role of Visitor Experience – Duty Manager.

Our Duty Managers are at the heart of the visitor operation and are responsible for overseeing and co-ordinating the daily running of Wakehurst. Working with teams across site, the Duty Managers ensure that we consistently deliver maximum visitor enjoyment and quality presentation standards whilst maintaining the health, safety and security of the gardens, buildings, staff, volunteers, and visitors.

An Enhanced DBS Check is required for this role.

Responsibilities

• Coordinate and oversee the daily running of Wakehurst to ensure high standards of visitor experience and presentation.
• Work with teams across the site to deliver excellent customer service and maintain health, safety, and security for gardens, buildings, staff, volunteers, and visitors.
• Respond to operational needs, make informed decisions under pressure, and lead on the execution of daily tasks as required.

Qualifications

• Dynamic, proactive, and motivated with a ‘can do’ attitude and willingness to be flexible and ‘get stuck in’ as required.
• A proven track record of delivering high levels of customer service is essential.
• Previous operational management or supervisory experience within a visitor attraction is a key advantage.
• Strong people management skills with the ability to work collaboratively.

About us

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.

Salary and benefits

The salary for this position is £39,243 per annum [Band D].

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.

Apply

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

Equality and diversity

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

No agencies please.