National Trust
You’ll lead and empower your team to respond to customer enquiries, site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and have experience of working to achieve targets.
This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. You’ll work 842 hours per year. During our open season (February – October) you will work 3 days per week, but could work as little as 1 day per week during our closed periods.
What it’s like to work here
Reporting to the Property Operations Manager, you’ll job share the Welcome Manager role and be a senior member of the Welcome Team. Your role will be varied and rewarding, and the team are at the forefront of sharing this property’s unique history and the first point of contact for our visitors and growing fundraising support on property.
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What you’ll be doing
You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Property Operations Manager to develop the site offer.
You will have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies.
You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.
Who we’re looking for
We’d Love To Hear From You, If You Have
- Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
- Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
- Excellent organisational skills
- Confident leader, adaptable and people manager
- Ability to initiate service recovery without senior support
- Good IT skills (all MS Office)
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 i.e. 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 locations
- Independent financial advice
Click here to find out more about the benefits we offer to support you.
To apply for this job please visit careers.nationaltrust.org.uk.