Visitor Experience Manager

Visitor Experience Manager | Full time | 35 hours

Salary: £36,932 to £40,123 per annum
Hours: 35 hours per week | Five days across Seven
Location: National Museum of Scotland, and National War Museum

National Museums Scotland is one of the leading museum groups in Europe with one of the largest and most diverse collections in the world.

As an organisation our values are Creative, Inclusive, Collaborative and Forward-thinking.

We are looking for enthusiastic, passionate, honest, service-driven individuals to join our Visitor Experience team.

Benefits of joining us as our Visitor Experience Manager will include:
* Annually alongside your salary of £36,932 to £40,123, National Museums Scotland contributes £10,699.2 – £11,623.633 towards you being a member of the Civil Service Pension Scheme
* A generous annual leave of 28.5 days – rising to 33.5 after 5 years Plus 8 paid days public holidays
* Cycle to Work scheme
* Free access to national (and international) museums and exhibitions
* Exclusive discounts on both local and national High Street and online retailers
* A range of wellbeing benefits including Employee Assistance Programme 24/7
* Flexible working options such as, part time working, paid special leave, career breaks and unpaid leave
* Access to all the above and more from day one of employment.

To see more of our benefits please visit out dedicated benefits page on our careers portal.

About the Visitor Experience Manager role:

Working at the National Museum of Scotland you will work with the Head of Visitor Experience, Visitor Experience Managers, Team Leaders and Visitor Experience Assistants to manage the Visitor Experience team at this location and National War Museum. The Visitor Experience department is a fast-paced environment, operationally driven to deliver success. The role of the Visitor Experience Manager is to ensure the delivery of an excellent visitor experience achieving consistently high standards of service that also complements our strategic aims and supports the broad range of learning activity and events undertaken throughout the Museum.

As a Visitor Experience Manager at National Museums Scotland you will:
* Manage and motivate the Visitor Experience teams at the National Museum of Scotland and the National War Museum to deliver an excellent visitor experience which is welcoming and enables them to get the most out of their visit.
* Take responsibility during incidents and emergency situations, liaising with appropriate stakeholders, to ensure the health, safety and access/exit of visitors and staff and the safeguarding of the collections.

* Ensure the continued development and improvement of the Visitor Experience function and that visitor or staff feedback is responded to appropriately, liaising effectively with other Departments across the Museum and NMSE as necessary.
* Manage the daily operation of the ticketing and data collection process.
* Support the organisation of, and act as Duty Manager for, receptions, events and programmes.

Skills and experience we’re looking for in our Visitor Experience Manager:
* Experience in working in a museum or visitor attraction in a front of house management role
* Experience of day-to-day operational management in a fast paced, busy environment whilst leading and motivating a large people team to deliver success
* Ability to anticipate and handle visitor feedback and / or complaints with ease and authority, demonstrating effective written and oral communication skills
* Highly organised with the ability to prioritise, co-ordinate and delegate tasks in order to meet deadlines while staying calm under pressure.

Hiring the right person for the right job is everything to us. We want to encourage you to apply if you think this is the role for you.

Please be sure to view our recruitment pack for this role (available on our careers website: careers.nms.ac.uk) for full details of the position that may help with your application.

The closing date for this role is 12/01/2025. The Selection Event is likely to take place week commencing 20/01/2025.