Welcome Manager

We have an exciting opportunity to be part of a job share with a small team of welcome staff and volunteers at The Workhouse & Infirmary. As Welcome Manager, you'll head up the staff & volunteer team, including nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 

You'll lead and empower your team to respond to customer enquiries, site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and have experience of working to achieve targets.

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. You'll work 842 hours per year. During our open season (February - October) you will work 3 days per week, but could work as little as 1 day per week during our closed periods.

Reporting to the Property Operations Manager, you'll job share the Welcome Manager role and be a senior member of the Welcome Team. Your role will be varied and rewarding, and the team are at the forefront of sharing this property's unique history and the first point of contact for our visitors and growing fundraising support on property. 

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Property 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 good 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.

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 people manager

• Ability to initiate service recovery without senior support

• Good IT skills (all MS Office)