Welcome & Service Assistant Manager

Your role as Welcome and Service Assistant Manager, is to uphold the highest of standards in the service we give to visitors. If you’re a natural motivator, who likes to lead by example to make sure every single person feels welcome and has their best day possible, then this could be the job for you.

You will be supervising a team of staff and volunteers, so would need to be willing and able to work one in four weekends and some bank holidays to ensure full cover.

Reporting to the Welcome Manager, you'll support the supervision of a team of 12 Welcome & Service Assistants, as well as department volunteers. Your line manager will give you the support you need to feel confident and give you a tailored personal development plan to grow your career in the National Trust.

Responsible, alongside the Welcome Manager for the day-to-day operation of the welcome area and kiosk, you'll ensure the delivery of high 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 encourage and motivate the Welcome team and to help provide a friendly face 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 other aspects of growing support including second-hand bookshop, to help visitors to enjoy their stay.

You’ll be an ambassador for the Trust sharing our values and working as a team to link everything we do back to our cause. You'll provide stories about the amazing work we are doing and what supporter donations are funding, promoting local projects and our national strategy. You'll lead volunteers, and deliver high standards of presentation, ensuring all our communications with our visitors are clear and consistent. 

To deliver this role successfully, you'll need:

• experience supervising a team
• 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
• good organisational skills
• confident leader, adaptable and responsive under pressure, and ability to communicate property and national strategy and vision