NATIONAL TRUST
We have an exciting opportunity to lead a small team of welcome staff and volunteers.
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 Welcome Team 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.
You’ll be required to work some weekends and evenings.
What it’s like to work here
You’ll be an essential part of the team, made up of approx. 30 staff and 150 volunteers. Reporting to the Property Operations Manager, you’ll manage the team of 6 Welcome Assistants in welcoming visitors, ensuring a high standard of presentation across the site and doing all they can to make a visit to Ormesby Hall a wonderful experience. Ormesby Hall is a homely Grade 1 listed mansion set in 280 acres of farm and parkland.
All essential training will be provided for the role, including skills in selling membership and growing support for the National Trust.
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 our visitors to inspire support through membership, and help visitors to enjoy their stay.
You’ll also part of the duty manager rota. Your duty manager tasks include opening and closing the site, briefing volunteers, trouble shooting and ensuring the smooth running of the property. You’ll work an average 2 duty manager shifts per week.
Who we’re looking for
To deliver this role successfully, you’ll need:
- 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)
- 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.
