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Project Officer - Swindon

The National Trust
Swindon, Wiltshire
29,640 pa
Closing date
7 Dec 2022
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Job Details

Project Officer - Swindon


*** Internal Applications Only, Please ***
Our supporters are at the heart of everything we do and in the role of Project Officer you’ll work on projects which impact the way we service them. We need to have efficient systems and processes in place to support our customers, along with well trained, skilled staff to resolve queries, add value and exceed supporter expectations
You’ll be responsible for working closely with the National Trust’s Supporter Service Centre (SSC), to identify areas for improvement 
This role is offered as a 12-month secondment. 

What it's like to work here

We're bigger than you think, we're more complicated than we appear and we're larger scale than you'd imagine. We've got passionate people in our teams, and we've got so much more we want to achieve. We're for everyone, for ever and we really mean that. 
Your contractual location will be our head office in Swindon, however there will be an opportunity to explore and agree hybrid working arrangements which strike the right balance for you and the Trust. There will be expected travel to the SSC at least once a month, or as the need arises.

What you'll be doing

The Project Officer works very closely with our outsourced partner Capita and our internal colleagues on the delivery of our Supporter Services Centre based in Liverpool. The centre deals with over a million contacts a year from our supporters across several channels and covering Membership, Holidays and Events
You’ll be the integral link between the SSC and the Trust. Processing change requests, ensuring we are working as efficiently as possible and working closely with internal teams to identify where we can make improvements.  
You’ll analyse trends, establishing reasons why supporters contact us, reviewing processes and helping us optimise our new CRM system to improve supporter journeys.  You’ll get the best out our 3rd party suppliers, working with them to share best practice and identifying where they can help us improve. 

Who we're looking for

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what is possible in this role. 
We’d love to hear from you if you have:
• An understanding of the commercial implications of service delivery within a third-party provider relationship• Strong project management with proven experience on delivering small or mid-sized projects• Experience of process improvement in a contact centre environment • Great communications skills, able build relationships with internal and external stakeholders

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

  • Flexible working whenever possible
  • Free parking at most locations
  • Free entry to our properties for you, a guest and your children (under 18)
  • Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.


The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.

The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world.

Its achievements have enabled the general public and the Trust’s members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement.

The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

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The National Trust
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