Summary
We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit.
As the most senior person on site, you'll lead and empower your team to respond to customer enquiries and site issues. You'll be experienced in managing people, delivering outstanding customer service and leading on risk management.
While working days will vary, there will be some weekend work required. You'll also be on the Duty Management rota.
What it's like to work here
Reporting to the Property Operations Manager, you'll be working in a small and friendly team across three beautiful and unique properties in the Essex and Suffolk Countryside Portfolio. You'll work closely with the Property Operations Manager and Visitor Experience Officer at Paycocke's House, Grange Barn in Coggeshall and Bourne Mill in Colchester. You'll manage the team of Welcome Assistants and work with a number of volunteers to welcome our visitors and help them enjoy their visit.
We'll support you every step of your journey, your line manager will guide you through your induction and make sure you have access to all training and development needs.
What you'll be doing
You'll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.
You'll 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'll be applying your high level of competence to deal with service recovery without senior support being on site. You'll engage with all visitors to inspire support through membership, and help visitors to enjoy their stay.
During a duty manager shift, you'll be responsible for the day-to-day opening, working closely with the staff and volunteer team to ensure our visitors have a brilliant experience.
Who we're looking for
To deliver this role successfully, you'll:
- have good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
- be naturally curious about people, and with a enthusiasm to and experience of delivering the highest standards of customer service
- have excellent organisational skills
- be a confident leader, adaptable and responsive under pressure
- have the ability to initiate service recovery without senior support
- have 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)
- Rental deposit loan scheme
- Season ticket loan
- EV car lease scheme
- 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
Click here to find out more about the benefits we offer to support you.