Welcome Manager

Summary

We have an exciting opportunity to lead a small team of outdoor welcome staff and volunteers at across our portfolio. As Welcome Manager, you will 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 will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

A full driving licence is required for this role.

What it's like to work here

You will be based at the seaside at our busiest site of Hive Beach, Burton Bradstock on the Jurassic Coast World Heritage Site, with a welcome team spread across West Dorset at Hive Beach, Golden Cap, Hardy Monument and Ringstead Bay.

The Welcome Manger and Welcome Team will promote the existing site offer which includes the following

·        A suite of walks with our local partner Komoot

·        Family trails on Golden cap, Hive beach and Hardy Monument

·        A monthly running event

·        Tramper mobility hire at Hive Beach and Golden Cap

·        Orienteering trails

·        Portland House Heritage Open weekends

·        Easter trails

You'll be working outdoors regularly and on your feet in all weathers and have a flexible attitude to moving between sites. You'll need to identify tasks, prioritise your time and check in regularly with your team.

This is an annualised role of 1560 hours per year.

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 will have responsibility for the day to day operation of the welcome areas which include cash control and carpark management, and ensure the delivery of the highest standards of service and visitor experience, using sound 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

• 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 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.