Visitor Operations Manager

Located in the heart of Abernethy reserve, surrounded by Caledonian pine forest and in the shadow of the mighty Cairngorms, the Loch Garten Nature Centre is one of the RSPB’s most high-profile visitor facilities, with a legacy of delivering a top-quality visitor experience spanning over sixty years. 

We are looking for a Visitor Operations Manager to lead the development and delivery of the visitor experience and income generating elements at the Nature Centre and on surrounding promoted trails, with the aim of maintaining a first-class visitor attraction which maximises support for nature.

Loch Garten is RSPB Scotland’s premier site for building support for nature conservation. It is a seasonal, 7-day-a-week facility and underwent a refurbishment in time for the 2021 season, opening with a revamped offer for visitors. This widened the focus of the visitor experience from a single species (osprey) to a wider reserve focus – in particular on the Caledonian pine forest and the species which live there. In conjunction, we are nearing the end of a project to bring running water to the site, improving facilities for visitors and the team, including a Changing Places for children and adults with disabilities. This represents an exciting new era for the Loch Garten Nature Centre and we are keen to capitalise on this investment, bringing in more visitors and growing income and support for nature conservation. 

Accountable for: Business KPIs of the visitor facility; Ensuring the Loch Garten visitor-facing team build support for nature conservation and deliver excellent customer care. 

Responsible for: Recruiting, line managing, training and supporting the seasonal team to deliver a first-rate visitor experience, always providing excellent customer care, and hitting ambitious membership, retail, events and Community Fundraising KPIs; Day-to-day running of the Nature Centre, delivering a first-class visitor experience and planning a small number of attractive, income-generating events; Leading on direction and development of visitor experience, both at the centre and promoted nearby trails, ensuring it reflects RSPB strategy and supports national campaigns / events (eg Big Garden Birdwatch); Managing small visitor experience and facilities projects; Creating regular, engaging content for the reserve social media channels, reflecting activity at Loch Garten and conservation work / habitats across Abernethy reserve; Working with SHQ staff, you will ensure the visitor attraction at Loch Garten is marketed appropriately to maximise visitor numbers and attract new audiences. 

Key relationships: Abernethy reserve team, particularly the Site Manager (People), the Community Ranger and the rest of the visitor-facing team – you will support work to ensure visitors access Abernethy responsibly, in line with the Scottish Outdoor Access Code; Cairngorms Connect Communications team, to ensure the partnership aims are communicated effectively and inspiringly at the Centre; Scotland: Visitor Experience and Marketing Manager; Communications team; Membership team; Community Fundraising team; The Lodge: Visitor Operations Consultancy – Retail, and Visitor Experience and Events Consultants; Membership team.

Essential qualifications: A’ Level / Highers standard or equivalent.

Essential knowledge: Computer literate; Commercial visitor operation systems and processes, including H&S, Equality, diversity and inclusion issues and their application in a visitor facility.

Essential skills: Excellent written and verbal communication; Plan and prioritise workloads; Motivate and inspire people; Problem solving and ability to work on own initiative; Manage and respond to customer needs and feedback; Work flexibly including weekends and occasional evenings; Travel without reliance on public transport; Robust attention to detail. 

Essential experience: Delivering an exemplar visitor/customer service experience; Managing a diverse team.

This is a Fixed Term role for 8 months, Full-Time for 37.5 hours per week. The RSPB reserves the right to extend or make this role permanent without further advertising dependent on business needs at the end of the contract term.

We are looking to conduct interviews for this position as soon as suitable candidates present themselves, so please do not delay in applying. Please note that we are actively recruiting for this vacancy, and reserve the right to close once sufficient applications have been received.  For further information please contact [email protected]. 

As part of this application process you will be asked to complete an application form including evidence on how you meet the skills, knowledge, and experience listed above.

We are committed to developing an inclusive and diverse RSPB, in which everyone feels supported, valued, and able to be their full selves. To achieve our vision of creating a world richer in nature, we need more people, and more diverse people, on nature’s side. People of colour and disabled people are currently underrepresented across the environment, climate, sustainability, and conservation sector. If you identify as a person of colour and/or disabled, we are particularly interested in receiving your application. Contact us to discuss any additional support you may need to complete your application.

The RSPB is a licenced sponsor. This role is eligible for UK Visa Sponsorship.