Welcome Manager

We have an exciting opportunity to join the existing Welcome Manager to lead a large team of welcome staff and volunteers at property. Working together, you will head up the staff & volunteer team to welcome our visitors, help them enjoy their visit and grow support for the National Trust.

You'll also get involved in fundraising, lead and support small projects, and ensure that excellent presentation and service standards are maintained. You'll lead and empower your team to respond to supporter enquiries and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and supporting risk management.

Working pattern will be agreed with existing Welcome Manager to give best support to the property and welcome team, with some flexibility required. Regular weekend working is required, and you'll also work your fair share of bank holidays.

Hours: 26.25 hours per week

Salary: FTE £26,832pa Actual £18,782pa

Contract: Permanent

Interviews: Provisional interview date Wednesday 10th April 2024.

If you have any questions about this role please contact: Helen.Matthew@nationaltrust.org.uk

What it's like to work here:Dunham Massey is a 3,000-acre estate situated approximately 10 miles south of central Manchester and three miles south of Altrincham. Roger Grey, 10th Earl of Stamford, gave it to the National Trust in 1976 and today it attracts over 500,000 visitors a year. This elegant Georgian mansion, set within a magnificent 300 acre deer park and including one of Britain’s finest winter gardens, is a very popular visitor attraction with over 100 staff. The busy team has a strong commercial focus and a fast-paced environment. Within the park walls there is also a shop, café, restaurant and ice cream parlour. On the wider estate, there are 20 farms, 100 cottages, a golf course and an award winning housing development. The house, garden and parkland hide many layers of history and have many stories to tell.

What you'll be doing:You’ll have responsibility for the welcome team, and their safety and working practices, working closely with the Operations Manager to develop the on site offer.

You'll look after the day to day operation of the welcome area and and admissions and ensure 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'll work with the wider property team to make the most of all engagement opportunities and inspire visitors to support the National Trust.

• Who we're looking forGood 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 packageThe 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