Welcome & Service Assistant

Working within a bustling atmosphere as part of passionate team this role as a Welcome & Service Assistant, plays a core part in providing fantastic customer service. This role will be perfect for someone looking to gain a whole seasons worth of experience within the heritage and visitor services industry at a fast paced property, as well as insight into the National Trust as a charity and our Growing Support priorities.

Contract: This is a one year fixed-term role from your start date, in order to support Polesden Lacey's membership and visitor objectives.

Hours/working pattern: This is a part time role, based on 18.75 hours per week and can be a mix of full days or half days depending on operational requirements. Please note that this role requires working weekends, bank holidays and school holidays. Indoor and outdoor work involved.

Interviews will be held on the 15th May.

Reporting to the Welcome Manager, you’ll be part of a mixed team of staff and volunteers working within the Visitor Experience department.

This is a public facing role which can be both challenging and rewarding. Training on our customer policies and expectations will be provided, much of the training is on the go.

Polesden Lacey welcomes over 380,000 visitors a year, a normal busy day could be between 2,500-3,000 visitors, so if you are looking for non-stop action and multi-tasking then visitor welcome is the place for you.

Some of our large events throughout the year include Easter, Summer theatre and Lazy Jazz, Outdoor Cinema, and Christmas. However we are also a popular local property and welcome many regular visitors who come for coffee and a walk whatever the weather. 

As a Welcome & Service Assistant, it's your role to ensure that the welcome our visitors receive is perfect, setting them up for an amazing experience for the day. 

You'll answer queries and make sure visitors can find everything they need for their visit. Understanding how and why we engage our supporters is important. Working with our spirit of place you'll work with the visitor welcome team to link everything we do back to our cause and the ongoing work we do. 

You'll achieve high standards of presentation at the property, and ensure all our communications with our visitors are clear and consistent, from the first click on the website, to the posters and signs around the property.

We'd love to hear from you if you are:

• customer focused with an understanding of the importance of great service

• a team player, but also can work on your own initiative

• well organised and adaptable

• willing to learn new skills

• have a positive attitude  

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.