Visitor Experience Team Leader

Job Introduction

About the Role

We’re looking for a driven and detail-oriented Visitor Experience Team Leader to lead on the retail and catering strand at Lincoln Castle – a flagship heritage site welcoming over half a million visitors annually. This is a hands-on leadership role that blends operational oversight with commercial focus to ensure our shop and café offer a high-quality, profitable experience for every guest.

You’ll be part of a wider site management team, supporting daily delivery and deputising for the Site Manager as required – but your primary focus will be ensuring the retail and catering offer is both visitor-centric and commercially strong.

Key Responsibilities

Retail & Catering Leadership

• Oversee the day-to-day running of the Castle shop and café.
• Deliver commercial targets including spend per head, gross profit, and stock control.
• Lead visual merchandising, product display, and seasonal changeovers in the shop.
• Work with external suppliers and internal colleagues to source and manage product ranges.
• Monitor and support food safety, licensing, and hygiene compliance across catering.
• Input into menu planning and visitor offers aligned with programming. 

Team Management

• Lead and motivate a team of Visitor Experience Officers, café assistants, and seasonal staff.
• Support onboarding, training, and development in line with our values and standards.
• Create and manage rotas ensuring appropriate staffing across front of house, shop, and café.

Visitor Experience

• Champion outstanding customer service throughout the commercial areas and site-wide.
• Respond to visitor feedback and act on opportunities to improve the visitor journey.
• Support large-scale events, peak days, and corporate/private hires as required.

Operational Support

• Work closely with the Site Manager and other Team Leaders to ensure smooth day-to-day running.
• Contribute to audits, stocktakes, risk assessments, and financial reconciliations.
• Assist in creating a safe, inclusive, and welcoming space for all visitors and staff. 

About You

You’ll thrive in this role if you:

• Have experience in a supervisory or team leader role, ideally in retail, catering, or visitor attractions.
• Understand how to balance commercial performance with excellent visitor service.
• Have strong interpersonal and communication skills.
• Are confident working with EPOS systems, stock management tools, and basic financial reporting.
• Work flexibly and proactively as part of a rota including weekends, bank holidays, and occasional evenings.

A Level 2 Food Hygiene qualification is desirable but not essential — training can be provided

If you're passionate about delivering outstanding visitor experiences while driving retail and café success, this is your chance to make an impact in a place where history is brought to life every day.

About Our Offer

Along with a competitive salary we are offering:

• “Green book” Local Government terms and conditions
• Access to Local Government Pension scheme (contribution rate of approx. 24%)
• Comprehensive benefits package including salary sacrifice for cars, cycles, plus excellent discount schemes
• 37 hour working week (as full time) including flexible and hybrid working
• A generous leave entitlement with a minimum of 25 days plus bank holidays and the option to buy more
• Free financial wellbeing advice

Further details can be found here: Rewards and benefits – Lincolnshire County Council 

If this sounds like the role for you, then please read through the full Job Description, before clicking apply!  If you would like to know more about Lincolnshire County Council and our current vacancies then click on over to  www.lincolnshire.gov.uk. 

Applications will close on 22/06/25 and interviews will take place WC 07/07/25

For a confidential and informal discussion about the role please contact:

Caroline Ward via email caroline.ward@lincolnshire.gov.uk

Best of luck with your application

All candidates are advised to read the attached job information pack prior to making an application.

On occasion we receive significantly more applications than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. 

We operate a talent pool scheme whereby candidates who are not successful on this occasion may be considered for a period of up to 3 months for equal positions.

Lincolnshire County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

A Smarter Working Employer

We have embraced new ways of working and hybrid working will be a feature of this role. You will be given a nominated contractual work base and you will be required to commute to this work base when necessary.  Working arrangements regarding hybrid working will be discussed as part of the appointment process.

Our technology platform and equipment is very good enabling you to connect and collaborate remotely. We require that you have in place good connectivity, and we will discuss during the recruitment process if support with this is needed.

Fluency Duty 

In accordance with Part 7 of the Immigration Act 2016 (Fluency Duty), the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.