Welcome Manager

Summary

We have an exciting opportunity to lead a team of welcome staff and volunteers at two properties: Lytes Cary Manor and Tintinhull Garden.

You'll welcome our visitors and help them enjoy their visit. You’ll be experienced in managing people and delivering outstanding customer service.

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 equal instalments over the year

What it's like to work here

Lytes Cary Manor and Tintinhull Garden are relatively small but busy properties both with an historic house and garden located close to the A303. The team works closely together and across both sites, but you’ll be mainly based at Lytes Cary.

Lytes Cary Manor is open from February to November, while Tintinhull Garden opens in April through to September. Both sites are open 7 days/week.

We want you to learn, discover and develop your career. And we'll do everything we can to offer you the training and support that you need for the role of Welcome Manager.

What you'll be doing

You’ll have overall responsibility for the Welcome team, and their safety and working practices, working closely with the property team to make sure every visitor has a great day.

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. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

You'll be managing any group bookings and compliance tasks relating to your department.

The Welcome Manager will be part of the Duty Management rota having responsibility for the safe opening and closing of the properties.

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.