Welcome Manager

We have an exciting opportunity for you to join our team as a Welcome Manager and lead a team of volunteers at property. The role embraces all areas of the experience: front-line service and operation, audience development, team leadership and strong collaboration.

One of the last surviving country estates in London, Osterley Park and House is a vibrant attraction. The high turnaround of visitors means work is fast-paced, with the team always looking for creative ways to attract greater visitor numbers.

You’llbe based within Osterley House, a Robert Adam show palace with a garden and pleasure ground surrounded by over 300 acres of spectacular parkland. We welcome over ½ million visitors to the park each year .

There are more creative and collaborative times ahead for Osterley as we continue to explore new ways of operating the property and delighting visitors.

You’ll play a key part in delivering excellent service, income and engagement across the portfolio. 

Click here for more information about this location

You’ll have overall responsibility for the volunteer team within the house made up of Room Guides, House Welcome, Day Representatives and Tour Guides volunteers. As part of this you’ll be leading on volunteer interviews, inductions, organising and hosting meetings and briefings, and ensuring the day-to-day volunteer and visitor operations in the house run seamlessly.

You’ll be at the forefront of exceeding visitors’ expectations and work closely with the kiosk-based Welcome Manager and Visitor Operations & Experience Manager to develop the visitor experience in the house.

You’ll live our inclusive service values and be restlessly committed to high quality presentation and access across the visitor journey.

You’ll have responsibility for the day to day visitor operations within the house and ensure the delivery of the highest standards of service and visitor experience, using sound 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 out.

Regular weekend and bank holiday work will be required.

• Good practical experience in visitor business, heritage or a 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 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.