CONTEXT OF OPPORTUNITY / MAIN ACCOUNTABILITIES

• Lead the on-the-ground delivery of the visitor experience, adapting to changing needs throughout the day.
• Assign team members to customer touchpoints based on footfall to ensure full coverage.
• Liaise with the Digital Service Desk to resolve system issues.
• Support the team in achieving targets and communicating membership benefits to visitors.
• Monitor team performance and provide coaching to build skills and confidence.
• Conduct inductions for new team members and identify training needs.
• Resolve escalated customer complaints and ensure proper documentation.
• Oversee catering service standards and liaise with third-party providers as needed.
• Manage the Welcome Desk and retail spaces, ensuring cleanliness and stock levels.
• Share business updates and performance insights with the team.
• Ensure prompt resolution of building maintenance issues.
• Open and close the Visitor Centre in line with operating procedures.
• Administer First Aid and ensure compliance with policies including cash handling, uniform standards, and lost property.

MOST IMPORTANT SKILLS-BASED REQUIREMENTS

• Experience in a busy, front-line customer service environment.
• Proven ability to manage complaints and achieve positive outcomes.
• Strong customer service ethos and ability to coach and mentor a team.
• Excellent communication skills and approachability.
• Ability to support others through change and identify benefits.
• Problem-solving mindset with attention to detail.
• Team-oriented with a collaborative approach.
• IT literate and comfortable using digital systems.
• DBS approved and First Aid qualified.

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.