Welcome Manager

• INTERNAL APPLICANTS ONLY PLEASE***

As the Welcome Manager, you’ll lead a small team of staff and volunteers to give visitors a brilliant welcome and ensure they have a safe and enjoyable visit.

You’ll need to be onsite when Flatford is busiest, meaning there will be more work in the summer and regular weekend and bank holiday working through the year. The role is roughly split, with 75% front of house and 25% administration. Flatford is a large property with the welcome team working across the site, so you can expect to work in different locations, both inside and out.

What it’s like to work here

The Welcome team play a key role in meeting visitors on arrival and ensuring their time is as enjoyable as possible. Flatford has staff who run the tea room and gift shop and a Ranger team who care for the landscape. In addition, Flatford would not be able to function without the support of over 80 volunteers, who help welcome visitors, care for the gardens, manage the landscape and assist with programming.

You’ll take the lead on membership recruitment and fundraising and inspire your team to encourage people to support the National Trust through membership and donations. Empowering your team to respond to customer enquiries, you’ll resolve onsite problems and ensure the welcome areas are well presented. You will be part of the duty cover team and take overall responsibility for the management of the site on these days, ensuring all problems are dealt with in a calm and professional way and the welfare of staff, volunteers and visitors is maintained at all times.

What you’ll be doing

You’ll have overall responsibility for the Welcome team, undertaking all associated administration, managing and developing performance and ensuring staff welfare and safety. Using your creativity and communication skills, you’ll inspire and motivate your team to welcome thousands of visitors. You’ll share your knowledge and passion with your team so they can inspire others to support the National Trust through membership and donations. You’ll also work closely with the visitor welcome volunteers to ensure they give the same level of welcome.

Working with the Site Manager/Operations Manager and the Active Outdoors Co-ordinator, you’ll develop the visitor welcome across the site, ensuring National Trust guidelines and policies are followed. As part of the property management team, you’ll work with management colleagues in other departments and deputise for the Site Manager/Operations Manager.

You’ll have delegated budget responsibility for some areas. You’ll also take responsibility for some of the property programming, working with property, regional team members and third party providers to develop the programming at Flatford. You’ll also support external communications and assist with social media, the website and partnership working.

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 responsive under pressure
• 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 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.