Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff working at both Townend (in Troutbeck) and Allan Bank (in Grasmere). It is essential that you are happy to travel and work at both places. This role also requires regular working at weekends and on Bank Holidays.

As Welcome Manager, you will head up the staff & volunteer team, 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.

Hours: This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year

Salary: £23868 This is our anticipated salary from 1st April but is subject to final confirmation following the Trust’s annual pay review process

Contract: Permanent

Interviews: 8th April

If you have any questions about this role please contact: Emma.Wright1@nationaltrust.org.uk 

You'll also be responsible for helping to plan and deliver programming, for example our Easter Trail or Summer Fun activities at Allan Bank. You'll also have an eye for detail and enjoy ensuring our signs are all up to date and looking at how we can make our places more accessible. We also offer weddings at Allan Bank (working with a Weddings Co-ordinator) and part of your role will be looking after arrangements for those special days on our behalf.

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the rest of the team to develop the site offer.

You'll have responsibility for the day to day operation of the properties 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'll be applying your high level of competence to deal with service recovery without senior support being on site. You'll 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)