Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, to welcome our visitors and help them enjoy their visit.

You'll also take on the duty management responsibilities on a rotational basis, serving as the site lead during these times, which brings a level of responsibility on property. Working as part of the Duty Manager team and overall site lead on a rotational basis, you'll 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.

What it's like to work here

As the Welcome Manager, you'll be joining a vibrant and energetic team, in a role where no two days are the same. Situated in a property with seasonal gardens and a wide variety of events throughout the year, you'll play a pivotal part in ensuring that every visitor has an exceptional experience. Whether it's a peaceful walk through our gardens, a bustling event day, or anything in between, there's always something for everyone.

You'll be managing a team of 6 dedicated Welcome Assistants and a pool of around 30 enthusiastic volunteers, all of whom are committed to delivering outstanding service. The team is highly collaborative, passionate about making each guest's visit memorable, and thrives on the variety and energy that comes with working in a face-paced environment. You'll be a key point of contact for the team, overseeing daily operations and guiding the team to success.

In this role, you'll report to the Visitor Operations Manager, who leads the wider operations department. You'll be an integral part of the operational leadership team, with responsibility for ensuring smooth operations, managing a range of visitor services, and overseeing the team's performance.

Training and development will be available, and you'll have opportunities to build your skills through ongoing support and learning. Whether it's attending management workshops, developing visitor experience strategies, or receiving mentorship from senior leadership, you'll be given the tools and encouragement to grow professionally. We are committed to supporting your career development, ensuring you thrive in this role and beyond.

What you'll be doing

You'll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor 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 day.

Working here means being part of a friendly, close-knit team where everyone is eager to do a good job, with the visitor experience always at the heart of what we do. If you're someone who thrives in a lively, fast-paced environment and enjoys leading a team to deliver excellence, you'll feel right at home here.

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)
• 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