Visitor Experience Manager Godstone Farm Customer Services

Love people? Love creating brilliant experiences? Want to make a real difference?

Godstone Farm is an award-winning visitor attraction welcoming over 250,000 guests every year
. We’re all about creating fantastic days out, memorable experiences and plenty of smiles and we’re looking for a Visitor Experience Manager who is just as passionate about making that happen as we are.

This isn’t a role where you’ll simply keep things ticking along.

We’re looking for someone who will challenge, improve, inspire and make things happen
. Someone who can look at the way we do things and think “we could make this even better” and then have the drive and confidence to make it happen.

As Visitor Experience Manager, you’ll be the champion for customer service across the farm
, helping to create a culture where every member of the team understands the difference they can make to a visitor’s day.

You’ll lead our Visitor Experience, Events and Education teams., giving you the opportunity to influence a huge part of the visitor journey from the moment someone makes a booking, to the moment they leave with a smile on their face.

And because we’re a busy farm attraction, you won’t spend all day behind a desk! This is a hands-on, varied and fast-paced role where you could be planning a major event one day, coaching a team member the next and jumping in to help solve a customer issue the day after.

This is a really exciting time to join us.

We’re continuing to develop and improve the business, and this role will have real scope to influence how we operate and how our visitors experience the farm
.

You’ll have the freedom to bring ideas to the table, challenge existing processes and work with teams across the business to introduce positive change.

Whether that’s improving our customer journey, developing our education programme, introducing new ways of working, improving communication, creating better events or finding ways to make our teams’ lives easier you’ll have the opportunity to make a visible difference.

We want someone who doesn't just spot problems, but sees opportunities.

Putting the customer at the heart of everything

• Be the driving force behind excellent customer service across the business.
• Lead by example and inspire teams to go the extra mile.
• Look at the entire customer journey and constantly ask: how can we make this better?
• Listen to our visitors through feedback, reviews and conversations and turn their ideas into action.
• Take ownership of escalated customer enquiries and complaints, turning challenges into opportunities to improve.
• Develop customer service standards, training and coaching that make a genuine difference.
• Work with managers across the farm to make sure our visitors experience consistently high standards wherever they go.

Leading brilliant teams

• Lead, motivate and develop our Visitor Experience, Events and Education teams.
• Create a positive environment where people enjoy coming to work and are proud of what they do.
• Recruit, train, coach and develop team members.
• Hold regular one-to-ones, appraisals and performance reviews.
• Identify opportunities for development and progression.
• Plan rotas and staffing levels while keeping an eye on labour budgets.
• Be part of the wider management team and take on regular Duty Manager shifts.
• Lead our Education team in delivering fun, engaging and curriculum-linked school visits.
• Help develop and grow our education programme.
• Build great relationships with schools and group organisers.
• Look for new ways to make educational visits even more engaging.
• Use feedback to continually improve what we offer.
• Lead the planning and delivery of seasonal events and special experiences.
• Work with teams across the farm to turn ideas into brilliant…