Welcome Manager

Summary

We have an exciting opportunity to lead a team of 10 welcome staff and 50 volunteers at Upton House and Gardens and Canons Ashby. As Welcome Manager, you'll head up the staff & volunteer team, on regular weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 

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 1755 hours per year.

This salary will be applicable from 1st April 2024.

What it's like to work here

Working across Upton and Canons, no two days, nor places are the same but what they do have in common are a warm and friendly team of people who are passionate about them and the stories they have to share. 

You'll be responsible for helping to plan and deliver programming, for example our Easter Trail or Summer Fun activities at both places looking how we can offer exceptional service on even the busiest of days. You'll 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. 

Click here to find out more about Upton House.

Click here to find out more about Canons Ashby.

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'll 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. Using your creativity and communication skills, you'll 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 as department manager. Engaging with all our visitors, you'll inspire support through membership, and help visitors to enjoy their stay.

Who we're looking for To deliver this role successfully, you'll need: 

• 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.