Visitor Operations Executive

Visitor Operations Executive
Recruitment Pack - April 2026

Contents

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Introduction

Dear Applicant,

Thank you for your interest in joining the Glastonbury Abbey team. Glastonbury
Abbey holds a unique place in English history and cultural identity. Its fame was
built upon its rich tradition of legends, linking Glastonbury with the biblical figure of
Joseph of Arimathea, and chivalric figures such as King Arthur and Queen
Guinevere. Glastonbury’s reputation as the earliest Christian church in western
Europe attracted spiritual pilgrims, royal patrons and tremendous wealth.

Glastonbury Abbey is located in the heart of Glastonbury, Somerset, a diverse and
vibrant town renowned throughout the world as a place of pilgrimage. The abbey is
governed by a board of trustees and is led by a director and senior leadership team
that deliver the strategic objectives in line with its charitable objects. It welcomes
visitors from all over the world while also maintaining strong links with its local
community via a membership scheme and a programme of special events.

Glastonbury Abbey offers visitors a heritage site with nationally significant
archaeological ruins, a 14th century medieval kitchen, 36 acres of beautiful grounds
as well as a museum, cafés and a shop. It is a site of pilgrimage for people of all
faiths and backgrounds and hosts more than 170,000 visitors per year attracted by
reasons as diverse as spirituality, myth, legend, exercise, reflection, history and the
environment.

This is an exciting period in the life of the abbey. The Abbey Yard development,
providing new visitor welcome spaces, gift shop and café, was completed in
2025, and we welcomed 179,000 visitors that year. Future plans include, among
other things, improved heritage interpretation and an ambitious programme of
conservation.

Glastonbury Abbey is a historical monument, spiritual centre, and visitor attraction.
If this role and the opportunity of working at such a location appeals to you we
willbe very happy to hear from you.

Janet Bell, MBE
Director, Glastonbury Abbey

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Who We Are

Glastonbury Abbey is an independent registered charity (no. 1129263) and a company
limited by guarantee (no. 6873912), with visitor income and donations the only sources of
income. The abbey is governed by a board of trustees.

The objects of the charity have been reviewed and are currently with the Charity
Commission for approval. They are:

•	 maintain and preserve the built and natural environment of Glastonbury Abbey
•	 use and develop Glastonbury Abbey to advance the Christian religion in accordance

with its traditions and spiritual significance

•	 educate and inspire an understanding and appreciation of the historic and religious

importance of Glastonbury Abbey.

The abbey is a scheduled ancient monument and listed building of national importance.
The ruins, grounds and accredited museum are open to the public up to 364 days a year.
There are over 3200 members and many visits from schools and organised groups take
advantage of the education element provided. There is an annual events programme
including concerts, plays and the Medieval Fayre. There are two cafés – one at the entrance
and one in the grounds. There is also a shop and the abbey owns two houses and a car park.

Abbey House is the administrative building at Glastonbury Abbey as well as a venue for hire.
It has a catering kitchen and hosts events such as conferences, workshops, dinners and
receptions.

The abbey relies on admission tickets, events and rental from commercial properties for all
its income; it receives no operational grants and has an annual turnover in the region of £1.5
million.

Operation of all aspects of the abbey is carried out by an employed staff, which averages 41
and includes more than 50 volunteers.

Commercial activities are run under the auspices of Glastonbury Abbey Trading Ltd, a
subsidiary with a board made up of members of the senior leadership team, trustees and
non-executive directors.

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Visitor Operations Executive - April 2026

Organisation

Trustees

Director

The board of trustees is chaired by David Odgers
and governs Glastonbury Abbey for public
benefit and future generations in accordance
with its charitable objectives.

Glastonbury Abbey is led by the director. They
report to the board of trustees and drive the
operation of the abbey with the support of the
senior leadership team.

Senior Leadership
Team

The senior leadership team comprises the
Director, Head of Finance, Head of Estates,
Head of Engagement and Head of Commercial
Activity.

Management Team

The management team implements the abbey’s
strategic priorities and supports the wider team.

Assistant Level

Staff

Volunteers

Throughout the abbey team assistants bring
a multitude of skills and years of experience
to bear on the many tasks undertaken at the
abbey. They directly support the management
and senior leadership teams.

The staff at Glastonbury Abbey are customer
focused, knowledgeable and passionate about
their role in the future of the abbey. Each
member of staff has a unique perspective on the
abbey’s place within the community.

Volunteers support every team within the abbey
in a great variety of roles. Their input is invaluable
in the operation of the abbey.

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Visitor Operations Executive - April 2026

The Role

Visitor Operations Executive

Salary: £25,350 per annum
Contract: Permanent
Hours: Full time (37.5 hours per week)
Working Pattern: Five days in seven, including regular weekend working, some evenings, and
bank holidays (including event delivery)
Location: Glastonbury Abbey & Abbey House (role operates across both sites)
Reports to: Head of Commercial Activity

Principal working relationships: Commercial Activity Team, Visitor Services Team, Finance
Team

Location: Abbey House, Glastonbury Abbey.

Purpose of the Post:
The Visitor Operations Executive supports the day-to-day delivery and coordination of visitor-
facing activity across Glastonbury Abbey and Abbey House.

This role ensures that systems, bookings, communications, and on-site delivery are accurate,
responsive, and aligned with the needs of visitors and the wider commercial operation.

The role is hands-on and detail-focused. It requires someone who can manage multiple
systems and processes while maintaining a high standard of visitor communication at all
times. Administrative work is part of the role, but it does not replace or take priority over being
responsive and available to visitors.

This job description sets out the principal accountabilities of the post. It does not include every
task necessary to fulfil the purpose of the post.

Generic Responsibilities:

▶  Adhere to the principles of Glastonbury Abbey’s values at all times
▶  Maintain employee and organisational confidentiality in line with the General Data

Protection Regulations

▶  Comply with all legislative requirements as well as all company policies, procedures and

processes.

▶  Ensure compliance with Data protection rules and liaise with GDPR working team as

required, maintaining policies and procedures as necessary.

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Key
Responsibilities

Visitor Operations & Coordination

▶ Support the delivery of daily visitor operations across admissions, retail, and events
▶ Coordinate bookings including group visits, education visits, and event attendance
▶ Ensure all visitor-facing information is accurate, up to date, and clearly communicated
▶ Assist in the smooth running of events, including occasional evening and bank

holiday work

Visitor Communication

▶ Respond to visitor enquiries across multiple channels (email, phone, online platforms,

in person)

▶ Take ownership of queries and issues through to resolution
▶ Ensure clear, timely, and accurate communication at all times
▶ Maintain visibility and responsiveness during working hours – there is no “offline” time

during shifts

Systems & Administration

▶ Accurately manage booking systems, ticketing platforms, and internal records
▶ Support reporting and data entry across systems including admissions, retail, and

events

▶ Maintain high standards of accuracy and attention to detail in all administrative tasks
▶ Work across multiple digital platforms and adapt to new systems quickly

Retail Administration

▶ Support product ordering and purchase order processes
▶ Receive and check stock deliveries, ensuring accurate recording and storage
▶ Maintain stock records and support retail reporting

Process Support & Improvement

▶ Follow established processes while identifying opportunities for improvement
▶ Contribute to refining ways of working to improve efficiency and visitor experience
▶ Support the consistent delivery of operations across both the abbey and Abbey House

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Person Specification

Person Specification
We are looking for someone who is:

▶ Calm and methodical, even when managing multiple demands
▶ Comfortable working in a fast-moving, visitor-focused environment
▶ Naturally organised with strong attention to detail
▶ A clear communicator who takes ownership of tasks and outcomes
▶ Practical and solution-focused when things go wrong
▶ Comfortable working across a range of systems and tools
▶ Adaptable and open to change in processes and priorities
▶ Motivated to improve how things work, not just maintain them
▶ This role suits someone who takes responsibility for getting things right and sees

problems as something to solve, not avoid.

Skills

▶ Strong administrative and organisational skills
▶ Confident using digital systems (e.g. booking systems, EPOS, spreadsheets)
▶ High level of accuracy in data entry and record keeping
▶ Ability to manage and prioritise multiple tasks
▶ Clear written and verbal communication skills
▶ Ability to work both independently and as part of a team
▶ Comfortable learning new systems and ways of working

Additional Information

▶ The role involves working across both indoor and outdoor environments
▶ Weekend, evening, and bank holiday working is required as part of normal operations
▶ This is an operational role with a strong focus on delivery, coordination, and

responsiveness

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How to Apply

Find out more:

To discuss details about the role and to ask any questions prior to applying please email Claire
Chandler at clairec@glastonburyabbey.com

To apply:

Please download the Glastonbury Abbey application form here and return
it to: clairec@glastonburyabbey.com

Deadline:  9am, Monday 27th April 2026
Interviews: 6th/7th May 2026

All Glastonbury Abbey staff are required to:

Observe equal opportunities, with respect to both visitors and members of staff. Treat
everyone equally with respect and tolerance.

Observe all Health and Safety at Work procedures as set out by Glastonbury Abbey. Be
responsible for your own personal health and safety and that of others, including visitors.

Observe all other policies and procedures as set out by Glastonbury Abbey.

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Company Limited by Guarantee registered
in England and Wales with company
number 06873912 Registered charity
number 1129263

Registered Address
Abbey Gatehouse
Magdalene Street
Glastonbury
Somerset BA6 9EL

Telephone +44
(0)1458 832267