Welcome Manager

• INTERNAL APPLICANTS ONLY PLEASE***
• Internal Applicants only

Our colleagues work for the National Trust in many locations and sometimes don’t have easy access to internal vacancy listings. Using the internet ensures we can reach as many of our colleagues as possible. We appreciate that this can be frustrating for external talent. Do note that some roles are released externally after an initial period of time.

Ever dreamed of working in a castle in the centre of the Lake District? Are you great with visitors, staff and volunteers and a natural problem-solver? If you are, then we’re looking for a Welcome Manager to lead the operation at Wray, a parkland and castle set on the west shore of Windermere.

Interviews are planned for Friday 26 January 2024 and will take place in person at Wray, Ambleside, LA22 0JA.

If you have any questions, or would like an informal chat about the role, please contact Amy McGowan, Visitor Operations & Experience Manager: [email protected]

We also recommend that you refer to the additional information attached to this advertisement.

Regular weekend working and working during school holidays are a requirement of this role.

What it’s like to work here

You’ll be based at Wray, one of the most spectacular and ambitious villa estates in the Lake District. Created between 1840 and 1860 from open farmland, the estate includes a house in the Mock-Gothic form of a medieval castle, a church, a farm and boathouses set in rolling lakeshore parkland.

You’ll be joining an experienced Visitor Operations team, directly line managing two Welcome Team Managers who in turn manage our Welcome & Service Assistants. You’ll also be working alongside other departments, including Gardens, Rangers, Business Services, Collections and Facilities. It’s an exciting time for Wray, we are busy evolving our offer for the future, and have an ambitious plan of investment for the next few years.

As well as the property team you’ll be part of a wider ‘South Lakes’ network, collectively looking after an area of ownership stretching between Coniston Water and the western lakeshore of Windermere. It includes 4000 hectares of land which is rich in nature and culture. Along with Wray, other key visitor touch points include Hill Top, Tarn Hows and Steam Yacht Gondola. These are some of the most iconic landscapes in the world, visited by over 18 million people each year.

What you’ll be doing

In This Role You’ll

• be the property operations lead, accountable for day-to-day management, visitor operations and compliance for Wray. This will include how we engage with our visitors across the wider parkland and in our car park, and how we engage with visitors looking inside the castle
• be expected to spend some of the time visitor-facing alongside your team, not just when cover is needed
• contribute to creating a positive, inclusive, collaborative work environment focused on delivering the Trust’s strategy
• line manage the Welcome Team Managers, providing support to them and their teams, championing training and personal development
• lead for the recruitment, management and coordination of volunteers across the property
• work closely with cross-departmental colleagues to lead staff and volunteers to deliver excellent visitor service, presentation standards and conservation standards. Working with the Facilities team, you will also be required to liaise with contractors
• have responsibility for key performance indicators (KPIs) across conservation, visitor experience, volunteering and staff satisfaction for Wray
• carry out duty management as agreed locally, and will be responsible for coordinating the duty management rota
• also be prepared to get “stuck in” to whatever areas are needed to ensure the smooth running of the site.

Who we’re looking for

• Flexible visitor-focused approach with experience in delivering high standards of customer service in a busy operational environment
• Previous leadership or line management experience including supervising, coaching and training
• Competent in managing budgets to maximise sales, income and control costs
• Experience of assessing and managing risk. Knowledge of Health & Safety and compliance requirements
• Good written and verbal communication skills including public presentation
• Ability to communicate effectively and confidently with diverse groups of people of varying ages, abilities, and experience
• Ability to work autonomously, responding to varying pressures, difficult situations and complaints.

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.

• Substantial pension scheme of up to 10% basic salary
• Free entry to National Trust places for you, a guest and your children (under 18)
• Tax-free childcare scheme
• Rental deposit loan scheme
• Season ticket loan
• Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts
• Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
• Flexible working whenever possible
• Employee assistance programme
• Free parking at most Trust places
• Independent financial advice

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