Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust.

You'll be experienced in managing people, delivering outstanding customer service and leading on risk management.

This role is required to work with vulnerable groups including children and any offer of employment or volunteering is subject to a satisfactory enhanced DBS check.

What it's like to work here

Attingham welcomes everyone - our supporters, members, and visitors are vital in helping us continue our work. Whatever your role, you'll play your part in helping us build relationships and make connections with our regular visitors, those new, and those yet to visit, so we can keep Attingham a special place now, and for everyone, and for ever.

Attingham welcomes more than half a million visitors a year. This is a busy and thriving place to be that is full of life and locally loved. The National Trust team here today conserve and care for the estate carrying on the legacy of the eighth Lord and Lady Berwick who left the estate to the National Trust in 1947.

Built in 1785 and owned by the same family for five generation, today it is around 4,000 acres in size, and at its heart is a mansion, parkland, walled garden, play space, deer park and various food and beverage and retail outlets.

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.
• 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'll be applying your high level of competence to deal with service recovery without senior support being on site.
• You'll engage with all our visitors to 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
• to be naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
• excellent organisational skills
• to be a confident leader, adaptable and responsive under pressure
• the 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)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme
• 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