Welcome Manager

Summary

We have an exciting opportunity for a Welcome Manager to join us at Ightham Mote. You’ll be using your creativity and communication skills both to inspire and motivate your small team of staff and volunteers, and to help our visitors to have a brilliant experience.

Weekend and bank holiday working will be required.

What it's like to work here

Ightham Mote, built nearly 700 years ago, has seen many changes and been owned by Medieval knights, courtiers to Henry VIII and high society Victorians. The welcoming team provide a fantastic customer service, and in joining this team, you’ll become part of the family too.

Ightham Mote has daily garden tours taking in the breathtaking south lake. Local plants and produce are available for visitors to purchase from the Cutting Garden and shop. It is a perfect spot for picnics, enjoying the views of the ornamental lake and informal lawns.

Click here for more information about this location 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 accountability for the day-to-day operation of the welcome area 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 applying your high level of competence to deal with service recovery sometimes without senior support being on site.  You'll engage with all our visitors to inspire support through membership.

You'll 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. You will inspire your team to reach their targets of customer service and sales all year round.

Please also read the full role profile, attached to this advert.

Who we're looking for

• Practical experience in visitor business,in tourist, heritage or relevant visitor services environment
• Dedication 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.