Canal & River Trust

Visitor Services Manager

National Waterways Museum, Ellesmere Port | UK-The Docks, Gloucester
Job ID
Closing Date
Position Type
Permanent FT
Customer Service/Support
Advertised Salary

Job Purpose

The Canal & River Trust is one of the UK’s largest charities, we maintain 2,000 miles of historic canals, rivers, docks and reservoirs, along with museums, archives and the country’s third largest collection of protected historic buildings – preserving them for future generations.

We have an exciting opportunity for a Visitor Services Manager across two museum sites at Ellesmere Port & Gloucester. This position has been created to enhance our visitor experience across both sites, making our museums a must see attraction, acclaimed nationally and loved locally.

Knowledge, Skills/Qualifications & Experience

The Role

  • Owning the visitor experience and ensuring staff and volunteers work as a team to deliver an unforgettable experience.
  • Managing the Front of House staff dealing with all visitors and admissions to the Museums, ensuring that staff and volunteers strive to achieve key operational objectives.
  • Managing the staff that operate the retail function at both sites and working closely with the commercial manager of stock purchase & control.
  • Maintain an overview of the presentation of the sites and the displays to the public and ensuring that any defects or issues are reported.
  • Undertaking a strategic approach and contributing to the forward planning and development of Visitor Services to meet the needs of the Museum.
  • Overseeing the recruitment of permanent and seasonal staff and volunteers and ensuring they are trained to carry out their duties efficiently and effectively.
  • Build a team spirit amongst the Front of House staff & volunteers through team meetings and appraisals to communicate targets & standards of performance expected.
  • Managing budgets relating to the Front of House operation.
  • To work with other staff to ensure that any events on site – public and private – are adequately supervised and catered for.
  • Be the main point of contact of strategic relationships with the Friends groups for both Museums.
  • Regularly monitor customer feedback and Visitor experience reports/assessments and ensure that working with the Management Team, necessary actions are taken to improve performance

Skills & Experience 

  • Educated to degree level or equivalent
  • Knowledge/experience of customer care and visitor services preferably in a museum context
  • Knowledge / experience of managing staff rotas over two sites
  • Successful track record in recruiting and developing volunteers
  • Knowledge of heritage and interpretation issues
  • Experience of managing staff and dealing with customers
  • Excellent Communication and interpersonal skills
  • Considerable people management and hands-on team leading experience including managing volunteers

What We Offer

In addition to your annual salary, car cash allowance, we can offer a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits.


We aim to represent the diverse communities we are part of and welcome applicants from across all sectors of the community. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do.


When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations.  Come and put your skills to use on our waterways.


Find out more about the work we do on our website:


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