Welcome Manager

Summary

We have an exciting opportunity to lead a large team of welcome staff and volunteers across Dyrham Park and Prior Park. As Welcome Manager, you will head up the staff & volunteer team 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. This role also ensures the smooth running of our mobility bus service at Dyrham Park, leading the team of volunteer drivers and co-ordinating care and maintenance of the vehicles through a third party. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

This role includes working one in three weekends to help us keep the operation open 363 days per year.

Interviews for this role will be 2-4 April.

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

What it's like to work here Dyrham Park has recently completed a £3.3m transformation of the presentation and interpretation of the house, including the delivery of a new exhibition space, redecoration, conservation, new lighting and new interpretation throughout. In the parkland, Dyrham has also recently opened a new play area and café at Old Lodge, whilst our project to transform the West Garden is ongoing with the new parterre due to be completed in spring 2024.  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 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.

Who we're looking for We'd love to hear from you if you have:

• 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)

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.