Welcome & Service Assistant Manager

Summary

Are you a driven people manager who can inspire and engage in equal measure? Do you have a passion for helping save special places?

We have an exciting opportunity to join the Welcome Team at Chartwell, one of the National Trust’s key Portfolios. As Welcome & Service, Assistant Manager, on a fixed term contract until 31st March 2025, you'll be dynamic, engaging, curious, have great people skills and be target driven.

You'll be assisting our Welcome Manager in Growing Support through Service with a focus on Membership sales, and in inspiring the Welcome Team staff and volunteers to seize every opportunity to engage with our supporters and grow our charitable income, delivering against stretching targets in support of our Values and Mission.

Reporting to the Welcome Manager and Property Operations Manager, and working closely with all property teams, you will drive the sales strategy in accordance with our Business Plan. You'll strive to provide the best experience for our visitors, welcoming and inviting them to support us in safeguarding the future of Chartwell. We are strongly focused on opening up the experiences we can offer to a broader range of audiences and reflect the changing needs of the communities that visit us and our local community, ensuring we live up to our mission of being for everyone, for ever. 

We are currently undertaking our pay review process and it is likely that this salary will be increased from 1st April 2024. What it's like to work here

As an iconic House known around the world as the home of Winston Churchill, sitting in an exquisite garden intricately designed with a variety of breathtaking views for acres around, Chartwell is one of the National Trust's most historic properties. We receive both national and international visitors, so our days are dynamic and never the same! We are also a popular workplace for work experience, receiving local students every year to experience the world of work with us.

We are located in a beautiful rural location in the Kent countryside, so you are likely to need your own transport to get here.

What you'll be doing

Visitors are a vital part of what we do. As a charity, every penny we raise goes back into our continued conservation of our places and spaces.

As Welcome & Service, Assistant Manager you'll have day to day responsibility for the management of membership sales, engaging with our team of brilliant Welcome & Service Assistants and dedicated Volunteers for exceptional visitor service and site offer promotion in line with National Trust guidelines and policies.

Led by the Welcome Manager, with strategic oversight by the Property Operations Manager, you'll work closely with property teams to identify and develop fundraising opportunities, leading andmotivatingthe Welcome Team to put those at the heart of what they do, enabling and facilitating our collective success.  You'll inspire and engage the Welcome Team to deliver key fundraising and membership targets as part of our charitable cause, creating meaningful moments for new and existing supporters.

You'll also support our Programming through participating in the delivery of exciting Events that we run as part of our year, as well as exciting new offers that you'll be key to promoting.

Using your communication and creative skills, you'll motivate the Welcome Team and include our Volunteers in our efforts to make Chartwell a wonderful place to work in and visit, as well as learn about the key role we play in today's society as the National Trust.

As part of your role, you'll be required to work at our busy times which includes weekends and public holidays.

Who we're looking for

We'd love to hear from you if you’re:

• experienced in visitor services, in the tourist or heritage sector
• naturally curious about people, with an understanding of how to achieve the highest standards of customer service
• able to work to sales targets, and confidently sell the benefits of becoming a member
• well-organised and motivated
• willing to learn new skills, with a ‘can-do’ attitude
• comfortable with IT skills (all MS Office)
• in tune with the aims and ethos of the Trust

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.