The Auckland Project
At the heart of our sites is Auckland Palace, the home of the Prince Bishops of Durham and the historic seat of faith and power in the North of England. The experience across our sites is deeply linked to those two themes and are repeated throughout the Palace and its gardens, the Faith Museum and the Mining Art and Spanish Galleries. The collection of our venues, spaces and places invites conversations about belonging, faith, loss, sacrifice, community, love and creativity. We would like our visitors to explore and to discover things about our town, our country and their own lives. We want to create encounters – and need your help to do so.
The role purpose
The Visitor Experience Administration Assistant will provide comprehensive administrative support across the Visitor Experience team, helping to ensure the smooth operation of visitor-facing activities and commercial bookings. The role will provide support with group travel and event stakeholders, assisting with the administration and delivery of excellent customer service and positive visitor experiences. This may include working occasional weekends to meet operational and event requirements.
The post holder will also support the administration of major events, including Aglow, provide cover for reception services when required, and offer wider administrative assistance across the Visitor Experience department. As the role develops, the role may also provide administrative support for holiday let operations.
Key Responsibilities and Tasks
The post-holder is responsible for the following key deliverables and accountabilities:
Visitor Development and Bookings
- Support administration of group bookings, and coach party reservations.
- Act as a point of contact for group travel organisers and coach operators.
- Support with the administration of corporate bookings and hospitality enquiries.
- Maintain accurate booking records and associated systems.
- Prepare booking confirmations, itineraries, invoices and visitor information.
- Liaise with operational teams to ensure booked groups receive a seamless experience.
Visitor Experience Support
- Provide administrative support across the Visitor Experience team.
- Support the coordination of departmental meetings, agendas and minutes.
- Manage electronic and paper filing systems and maintain accurate records.
- Assist with general departmental administration and correspondence.
Events Administration
- Provide administrative support for the planning and delivery of events, including Aglow.
- Assist with stakeholder communications, booking administration and event documentation.
- Support event administration delivery and coordination where appropriate
- Help maintain event records and evaluation information.
Reception and Customer Service
- Provide cover for office reception as required.
- Welcome visitors, contractors and stakeholders in a professional manner.
- Respond to telephone, email and face-to-face enquiries.
- Ensure visitors receive an excellent standard of customer service.
Holiday Let Support (Future Development)
- Provide administrative support for holiday let operations as required.
- Assist with booking administration, guest communications and record keeping.
- Support reporting and occupancy monitoring where appropriate.
General Responsibilities
- Assist colleagues across the organisation whenever necessary.
- Maintain confidentiality and professionalism at all times.
- Contribute positively to the wider success of the Visitor Experience team.
- Undertake other duties appropriate to the grade and nature of the role.
Health & Safety
Promote a positive approach to health, safety and accessibility by following TAP policies, procedures and guidelines. Help ensure a safe and supportive environment for visitors, staff, volunteers and contractors at all times.
Person Specification
Qualifications
Essential
Minimum of 5 GCSEs at Grade C/4 or above (or equivalent), including English and Maths.
Level 3 qualification in Business Administration or relevant experience.
Desirable
Level 4 qualification in Business Administration or Customer Service.
Relevant tourism, hospitality or events qualification.
Experience
Essential
At least 2 years' administrative experience.
Experience of working within a busy office environment.
Experience of managing bookings, schedules or customer enquiries.
Experience of maintaining systems and databases.
Experience of providing excellent customer service.
Experience of working as part of a collaborative team.
Desirable
Experience within tourism, hospitality, leisure or visitor attractions.
Experience of event administration.
Experience of group or corporate booking administration.
Experience using booking, CRM or ticketing systems.
Experience supporting holiday accommodation bookings.
Skills
Essential
Excellent communication and interpersonal skills.
Strong organisational and time management skills.
Excellent attention to detail.
Ability to prioritise workloads and manage multiple tasks.
Strong customer service skills.
Proficient in Microsoft Office, particularly Outlook, Word and Excel.
Ability to work independently and as part of a team.
Desirable
Experience using ticketing, booking or visitor management systems.
Basic reporting and data analysis skills.
Personal Attributes
Essential
Friendly, professional and approachable manner.
Positive and flexible approach to work.
Ability to build productive relationships with colleagues and external stakeholders.
High level of professionalism and confidentiality.
Enthusiastic and willing to learn.
Strong commitment to delivering excellent visitor experiences.
Adaptable and responsive to changing priorities.
Employee benefits
We pride ourselves in taking care of our team members. For your efforts we offer 30 days annual leave (plus Bank Holidays), pension contribution, free parking on site, access to staff discounts and local benefits, free unlimited access to our attractions for you and your family (restrictions apply), free access to our staff welfare programme including free medical, legal & financial advice and access to 24-hour counselling along with a large variety of retailer discounts.
The Auckland Project
The Auckland Project works hard to create a positive change for those living, working and visiting Bishop Auckland. We have created a visitor destination in Bishop Auckland, incorporating Auckland Palace (once home to the Prince Bishops of Durham), a Spanish Art Gallery, Faith Museum, Walled Garden, Deer Park, Mining Art Gallery, Auckland Tower visitor centre and Weardale Railway.
We achieve our purpose in three main ways:
- As a visitor destination – through our buildings, collections, and natural environment
- As a centre for learning and skills – supporting development, education, and opportunity
- As an asset for Bishop Auckland – creating spaces and opportunities for community engagement
By working with us, you are helping to ensure the town’s future is as magnificent and vibrant as its past.
How to Apply
Apply for this role by downloading and completing an application form from https://aucklandproject.org/support-us/jobs/ and emailing this to [email protected]
We’re unable to accept CVs as applications. Please complete and submit our application form instead.
Closing date: 18th September 2026
If we receive a large number of applications, we may close the application process earlier than planned.
Pay: Up to £12.71 per hour
Expected hours: 37.5 per week
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
