Visitor Operations & Experience Manager - Tunbridge Wells

This is a fantastic opportunity to lead the delivery of exceptional visitor experiences, support organisational change and help turn ambitious plans into reality on the ground. With projects including VIP and Reconnecting Scotney creating new opportunities to connect visitors, communities, heritage and nature, you'll help shape how people experience these special places for years to come. Accommodation is provided to the postholder for the proper or better performance of their duties in accordance with Trust criteria and HMRC rules. This role is required to work with vulnerable groups including children and any offer of employment or volunteering is subject to a satisfactory enhanced DBS check. Expected interview date: 17 September 2026. If you'd like an informal chat about the role before applying, please contact Rebecca.Rees@nationaltrust.org.uk. #LI-DNI What it's like to work here This is an exciting time to join the Scotney Castle and Sissinghurst Castle Gardens property group. As we bring together two extraordinary places under a new group and operating model, you'll play a key role in ensuring our visitor operations are fit for the future. As this is an operational role, you'll be required to work on-site. This is a busy, exciting and fast-paced role, with plenty of variety and responsibility. You'll take part in a duty management,(including 1 in 3 weekends), and you'll deputise for the General Manager , as well as running visitor operations and helping to shape our plans. The Scotney Castle and Sissinghurst Castle Garden property group brings together remarkable places in the Kent countryside, each with its own distinct character, audiences and opportunities. Together, Scotney Castle and Sissinghurst attract almost 400,000 visitors each year and are among the National Trust's most significant places for heritage, gardens, nature and visitor experience. Sissinghurst is internationally renowned for its world-famous garden, rich history and cultural significance, while Scotney Castle combines a treasured moated castle, beautiful designed landscape and extensive countryside with a growing programme of visitor, community and conservation activity. Stoneacre, a smaller but equally special property, adds a unique historic house and community-focused dimension to the group. What you'll be doing As a member of the leadership team, you'll oversee visitor operations, aiming for excellence every day. You'll have budgetary control, with a focus on increasing income from admissions, events and membership to reinvest in looking after Scotney and Sissinghurst You'll work with partners to bring the stories of this place to life for everyone who visits, whatever their interests and backgrounds. You'll design and promote events and experiences that appeal to many different people, and you'll champion the Trust's values of welcoming everyone. You'll create a positive and productive work environment for your team, who take the lead on welcoming visitors, events, learning, marketing and more. You'll manage recruiting, coaching and developing staff and volunteers.

We'd love to hear from you if you're:

• experienced in running visitor operations and high-quality experiences
• able to take responsibility for delivering exceptional experiences from start to finish, directly and through others
• confident in working productively with a variety of partners, individuals and organisations
• able to calmly and effectively respond to challenges in a busy visitor attraction
• adept at leading operations, including rotas, budgets and planning, across complex or multiple sites
• a strong motivational leader with the ability to deliver through others
• able to ensure programming and associated marketing meets audience needs and growth targets
  
  The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.
The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world. Its achievements have enabled the general public and the Trust's members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement. The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role. The package The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme (for roles that meet the salary criteria) Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places