Welcome Manager

Summary Have you got fantastic leadership skills to inspire and motivate the Visitor Welcome team at Clumber Park? If so, we have an exciting opportunity to help lead a team of welcome staff & volunteers at the North Notts portfolio. Working within a bustling atmosphere as part of passionate team, you'll play a core part in providing fantastic customer service to our visitors.
You'll be required to work some weekends and bank holidays on a rota with two other Welcome Managers, to cover operational needs.
This is a 12-month fixed-term contract until 30th April 2025.
This salary will be applicable from 1st April 2024.
What it's like to work here You'll join a close-knit team who fully support each other in terms of wellbeing, progression, and opportunities. We're also passionate about the cause of the National Trust and conservation across the portfolio.
Your role will be to lead and empower a team of Welcome Service Assistants, Service Assistants and volunteers to greet visitors, respond to customer enquiries, grow support for the National Trust and be the friendly face of our charity.
Clumber Park Nottinghamshire National Trust
Mr Straw's House Nottinghamshire National Trust
What you'll be doing You'll work closely with two Welcome Managers to share responsibility for the Welcome Team, their safety and working practices.
You'll have shared responsibility for the day-to-day running of welcome operations, ensuring 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. As the largest conservation charity in Europe, we work hard to raise funds so that we can continue to care for all the heritage in our trust - you'll use your strong communication skills to both inspire and motivate the Welcome Team to grow support for the National Trust through membership recruitment, donations and low level giving.
You'll be based at Clumber Park, with occasional work from Mr Straw's House as part of the Duty Manager rota for that property (around 1 or 2 days a month during the 'open' season, March - October). As Duty Manager, you'll be responsible for leading a small team of staff and volunteers to run operations at the property when it is open for visitors. As well as leading the visitor welcome operation, as the most senior person on site you will be responsible for unlocking and locking the building as well as coordinating any emergency responses (first aid, activation of the fire panel etc).
Helping to deliver high standards of presentation across the portfolio, you'll ensure all communications with our visitors are clear and consistent; from their initial welcome, the posters and signage, to written visitor feedback responses.
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.