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Visitor Experience & Project Manager

  • Organisation:Imperial War Museum
  • Location:IWM Duxford
  • Salary:£ 30, 324 per annum
  • Contract type:Permanent / Full-Time

We are one of the world’s leading authorities on conflict and its impact on people’s lives – from 1914 through to the present day and beyond. Our collections are filled with personal stories and experiences, inspiring powerful and often conflicting emotions. We aim to share these stories with as many audiences as possible across the world in a way that engages and challenges them, increasing understanding of why we go to war and the effect that conflict has on people’s lives. In other words, we expect our stories to change the way people think about war.

We rely on our staff to help us achieve this aspiration. You should be able to demonstrate the skills and competencies set out below, but equally we are looking for people who believe in what we do and who we are, and can treat every colleague, customer or visitor with respect, courtesy and honesty. We expect our staff to work flexibly and with enthusiasm. These are the qualities that make IWM such an extraordinary place to work.

Purpose of the job
The Visitor Engagement team act as the Visitor Champions at their allocated site, putting customer satisfaction at the heart of what we do. We ensure that visitors receive an excellent experience whenever they visit so that IWM is able to achieve the financially sustainable income needed from our visitors. The postholder should be able to put themselves in the place of the visitor, see the experience with fresh eyes, ensure standards are clear and make adjustments in reaction to feedback.

This role will be split between being a visitor champion and project managing various visitor related projects – with the initial focus on the 2022/23 winter exhibition. Working with a team of volunteers they should ensure that visitors receive an excellent welcome to the site, with clear orientation, assistance in getting the best out of every visit and a thank-you for their visit on departure. They will also project manage a variety of visitor related projects, such as temporary exhibitions and wayfinding improvements with support from colleagues in Masterplanning, Exhibitions & Interpretation, Design and Commercial. We anticipate this role will be split with 30% of time spent on project management and 70% on visitor facing activity.

2022.10.31 JD – Visitor Experience & Project Manager Final.pdf – 263KB 

December2022, 9:00 AM

The benefits listed below are discretionary and IWM reserves the right, with due notice, to vary or withdraw them at any time. All such benefits apply during the course of your employment only.

  • Our generous full-time equivalent annual leave allowance is 25 days per annum plus public holidays rising to 30 days after 5 years.
  • Access to our Company Group Pension Plan with competitive Employer Contributions.
  • 20% discount in all IWM’s on-site shops.
  • A 25% discount in IWM’s cafes.
  • Free entry to all IWM Air shows at IWM Duxford.
  • Free entry to a large number of other museums & galleries and their exhibitions which we have reciprocal arrangements with.
  • Enhanced maternity and paternity benefits dependent on length of service.
  • Access to our in-house training programmes and development
  • Access to an interest free season ticket loan scheme after three months service.
  • Access to a Ride 2 Work Scheme
  • Access to our Employee Assistance Programme, and Career Development Advice.
  • IWM staff also have access to The Charity for Civil Servants services and support.
  • IWM staff are entitled to membership of the Benenden Healthcare Society (subject to their terms & conditions.
  • Eligibility to join the Civil Service Sports Club, securing additional discounts and benefits.
  • Access to social events run by groups with IWM.

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. This role is subject to:

A basic check, which shows unspent convictions and conditional cautions.

IWM is committed to a policy of Equal Opportunities.

We miss out when people feel IWM isn’t for them, and are committed to removing and reducing barriers to make IWM open to everyone.

Our Access and Inclusion strategy has been developed to promote openness, equal opportunities to access, inclusivity and encourage diversity in everything that we do, from employment practices, the services we provide to our visitors to the facilities we make available to public.

At IWM we seek to address the need for greater diversity within our workforce as well as the wider museum and heritage sector. In all our practices we embrace diversity and promote equality of opportunity and we welcome applications from suitable candidates of all backgrounds.

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