Welcome Manager

We have an exciting opportunity to lead a team of welcome staff and volunteers at property. You will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 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.

We are at our busiest when the public is as its leisure, please expect to work one in four weekends and some national holidays. 

This is a fixed term contract due to end when the previous employee returns from maternity leave.  At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

Reporting to the Experiences & Visitor Programming Manager, you'll manage a team of 15 Welcome & Service Assistants, as well as department volunteers. Your line manager will give you the support you need to feel confident and give you a tailored personal development plan to grow your career in the National Trust. 

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.

Responsible for the day-to-day operation of the welcome area and kiosk, you'll ensure the delivery of high 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 encourage and motivate your team and to help provide a friendly face 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 other aspects of growing support including second-hand bookshop, to help visitors to enjoy their visit.

You’ll be an ambassador for the Trust sharing our values and working as a team to link everything we do back to our cause. You'll provide stories about the amazing work we are doing and what supporter donations are funding, promoting local projects and our national strategy. You'll lead volunteers, and deliver high standards of presentation, ensuring all our communications with our visitors are clear and consistent. 

To deliver this role successfully, you'll need:

• experience managing a team
• 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, and ability to communicate property and national strategy and vision