Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. 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.

The Somerset Coast and Countryside is a large portfolio made up of a wide range of different outdoor properties, the main ones being Brean Down, Cheddar Gorge, Glastonbury Tor, Fyne Court, Wellington Monument and the Holnicote Estate. 

We have main visitor centres at Brean Down and Fyne Court and car parks at Holnicote and a volunteer manned welcome unit at Wellington. 

This role will be working across all sites, with a base at either Fyne Court or Brean Down. 90% of the role will be focussed on Fyne Court and Brean Down.  We are a dynamic and progressive team at the forefront of experiences in the countryside. 

The Welcome Manager position has a key part to play in delivering excellent service, income and engagement across the portfolio. There will be weekend working included in the role. 

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 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 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.

• 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)