<div> Advert Close date: 23rd September 2025<h2>Visitor Experience Team Leader – Visitor Centre - 12 month fixed term contract</h2> <h3>Purpose of Role</h3>The Crown Estate is looking for a proactive and people-focused Visitor Experience Team Leader to champion the delivery of an exceptional visitor experience at our Visitor Centre. This role is key to ensuring smooth daily operations, high levels of customer satisfaction, and effective team support. You will lead by example, providing operational guidance and fostering a welcoming and inclusive environment for all visitors.<h3>Context of Opportunity / Main Accountabilities</h3><ul><li>Lead the on-the-ground delivery of the visitor experience, adapting to changing needs throughout the day.</li><li>Assign team members to customer touchpoints based on footfall to ensure full coverage.</li><li>Liaise with the Digital Service Desk to resolve system issues.</li><li>Support the team in achieving targets and communicating membership benefits to visitors.</li><li>Monitor team performance and provide coaching to build skills and confidence.</li><li>Conduct inductions for new team members and identify training needs.</li><li>Resolve escalated customer complaints and ensure proper documentation.</li><li>Oversee catering service standards and liaise with third-party providers as needed.</li><li>Manage the Welcome Desk and retail spaces, ensuring cleanliness and stock levels.</li><li>Share business updates and performance insights with the team.</li><li>Ensure prompt resolution of building maintenance issues.</li><li>Open and close the Visitor Centre in line with operating procedures.</li><li>Administer First Aid and ensure compliance with policies including cash handling, uniform standards, and lost property.</li></ul><h3>Most Important Skills-Based Requirements</h3><ul><li>Experience in a busy, front-line customer service environment.</li><li>Proven ability to manage complaints and achieve positive outcomes.</li><li>Strong customer service ethos and ability to coach and mentor a team.</li><li>Excellent communication skills and approachability.</li><li>Ability to support others through change and identify benefits.</li><li>Problem-solving mindset with attention to detail.</li><li>Team-oriented with a collaborative approach.</li><li>IT literate and comfortable using digital systems.</li><li>DBS approved and First Aid qualified.</li></ul> This is a fixed term contract position Our Offering / benefits:As well as a competitive salary, pension and performance related bonus offering, we have a wealth of benefits available ranging from market leading family policies and shopping discounts, to private healthcare; life and critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly, enabling you to be your best self to work.Disability Disclaimer:We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on <a href="%5C%22mailto:careers@thecrownestate.co.uk%5C%22">careers@thecrownestate.co.uk</a> </div>

The Crown Estate is a significant national landowner with a diverse &pound;16bn portfolio that includes urban centres and development opportunities; one of the largest rural holdings in the country; Regent Street and St James&rsquo;s in London&rsquo;s West End; and Windsor Great Park. We also manage the seabed and much of the coastline around England, Wales and Northern Ireland, playing a major role in the UK&rsquo;s world leading offshore wind sector. We are a unique business with a unique heritage. Set up by an Act of Parliament, and occupying a space between the public and private sector, we act independently and commercially to grow the value of the portfolio for the nation. We are a company for the country and all of our net revenue profit goes to the Treasury for the benefit of the nation&rsquo;s finances. This has totalled more than &pound;3bn over the last ten years. Through our activities and investments, we create national environmental, social and financial value both for now and into the long term.&nbsp;

Visitor Experience Team Leader – Visitor Centre - FTC

<div> Advert Close date: 23rd September 2025<h2>Visitor Experience Team Leader – Visitor Centre - 12 month fixed term contract</h2> <h3>Purpose of Role</h3>The Crown Estate is looking for a proactive and people-focused Visitor Experience Team Leader to champion the delivery of an exceptional visitor experience at our Visitor Centre. This role is key to ensuring smooth daily operations, high levels of customer satisfaction, and effective team support. You will lead by example, providing operational guidance and fostering a welcoming and inclusive environment for all visitors.<h3>Context of Opportunity / Main Accountabilities</h3><ul><li>Lead the on-the-ground delivery of the visitor experience, adapting to changing needs throughout the day.</li><li>Assign team members to customer touchpoints based on footfall to ensure full coverage.</li><li>Liaise with the Digital Service Desk to resolve system issues.</li><li>Support the team in achieving targets and communicating membership benefits to visitors.</li><li>Monitor team performance and provide coaching to build skills and confidence.</li><li>Conduct inductions for new team members and identify training needs.</li><li>Resolve escalated customer complaints and ensure proper documentation.</li><li>Oversee catering service standards and liaise with third-party providers as needed.</li><li>Manage the Welcome Desk and retail spaces, ensuring cleanliness and stock levels.</li><li>Share business updates and performance insights with the team.</li><li>Ensure prompt resolution of building maintenance issues.</li><li>Open and close the Visitor Centre in line with operating procedures.</li><li>Administer First Aid and ensure compliance with policies including cash handling, uniform standards, and lost property.</li></ul><h3>Most Important Skills-Based Requirements</h3><ul><li>Experience in a busy, front-line customer service environment.</li><li>Proven ability to manage complaints and achieve positive outcomes.</li><li>Strong customer service ethos and ability to coach and mentor a team.</li><li>Excellent communication skills and approachability.</li><li>Ability to support others through change and identify benefits.</li><li>Problem-solving mindset with attention to detail.</li><li>Team-oriented with a collaborative approach.</li><li>IT literate and comfortable using digital systems.</li><li>DBS approved and First Aid qualified.</li></ul> This is a fixed term contract position Our Offering / benefits:As well as a competitive salary, pension and performance related&nbsp;bonus offering, we have a wealth of benefits available ranging from market leading family policies and&nbsp;shopping discounts,&nbsp;to private healthcare; life and&nbsp;critical illness cover and 28 days holiday with the option to buy more. We value work life balance and your wellbeing highly,&nbsp;enabling you to be your best self to work.Disability Disclaimer:We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on <a href="%5C%22mailto:careers@thecrownestate.co.uk%5C%22">careers@thecrownestate.co.uk</a> </div>

Visitor Experience Team Leader – Visitor Centre - FTCNew

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About the Company

The Crown Estate

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