Welcome Manager

Posted 3 January by National Trust

We have an exciting opportunity to lead a small team of welcome staff and volunteers at our Ilam and Dovedale property. 

As Welcome Manager, you'll head up the staff & volunteer team to welcome our visitors and run payment processes effectively and efficiently. As the most senior person on site, 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 flourish in a busy environment. 

Duration: Permanent contract

Salary: £20,721 - £22,044 depending on experience

Hours: 37.5 per week

What it's like to work here You’ll lead a team of 6-10 Welcome and Service Assistants in providing an excellent standard of welcome at Ilam Park and Dovedale National Nature Reserve. Both sites are outdoor properties, however they have very different visitor demographics which brings exciting challenges and opportunities. You’ll be reporting to the Property Operations Manager for the Peak District and working closely with the Senior Visitor Experience Officer in developing the visitor offer and welcome at both properties. There will be an opportunity to get involved with event ideas and delivery as well as leading on membership recruitment. 

There will be ongoing opportunities for onsite training and development, you'll be encouraged to shadow other team members and we will encourage and enable you to make connections with Welcome Teams at other properties to share experiences, skills and ideas.

What you'll be doing

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Senior Visitor Experience Officer 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 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 stay.

Who we're looking for

You'll need to have the following skills and experience

  • 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.

Wherever you’re from, and whatever your background, we want to hear from you – and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

  • Flexible working whenever possible
  • Free parking at most locations
  • Free entry to our properties for you, a guest and your children (under 18)
  • Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.

Reference: 45216193

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