Welcome & Service Assistant - Alcester

The National Trust; Arrow; On-site; Full time

Job summary

As a Welcome & Service Assistant, you will be the first point of contact for visitors at a leading conservation charity. Your role is to ensure a memorable experience by providing excellent customer service, promoting membership, and maintaining the property’s presentation. Join a dedicated team to support our conservation efforts and engage with visitors about the value of National Trust membership.

Benefits

Pension scheme up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Gym membership discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most Trust places

Qualifications

• Understanding of the importance of great service.
• Willingness to learn new skills.

Responsibilities

• Provide a warm welcome and excellent service to visitors.
• Promote membership options and upcoming events.
• Maintain high standards of presentation at the property.

Skills

Customer Focus

Team Player

Organized

Adaptable

Positive Attitude

Job description

Welcome & Service Assistant - Alcester

Summary

As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.

Salary: 12.75 per hour

Contract duration: Fixed term contract until the 2nd November 2025.

Hours/working pattern: This role is an hourly paid, fixed term role. Wherever possible we aim to offer a consistent working pattern, but we’re looking for flexibility as it may be necessary for us to alter this pattern from time to time to suit the needs of the business. We’d give you as much notice of this as possible. Availability will be discussed at pre-interview phone call conversation.

For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.

What it's like to work here

Reporting to the Welcome Manager, you’ll be part of a team of 5 Welcome & Service Assistants and alongside our great volunteer team, to help deliver exceptional service to our visitors and ensure they enjoy their day.

You’ll help grow support for our property and the wider organisation. You'll be focussed on great service, growing supporter loyalty and looking after our thousands of supporters who come to enjoy all Coughton has to offer.

Click here for more information about this location

What you'll be doing

As the largest conservation charity in Europe we work hard to raise funds, so that we can continue to care for all the heritage in our trust. Visitors are a vital part of what we do, so you’ll be responsible for ensuring that you provide an excellent service to all our visitors, every day.
As a Welcome & Service Assistant, you'll be the first face our visitors see and it’s your role to ensure that the welcome our visitors receive is perfect, setting them up for an amazing experience for the rest of their day and ensuring they get the most out of it. This could include recommending walks, discussing membership options, helping promote our upcoming events and providing services such as mobility vehicles for the less mobile.
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 key. You’ll work with the visitor welcome team to link everything we do back to our cause and the ongoing work we do, especially our current wide-scale conservation project to conserve the roof, windows and fa ade of the building. You’ll be confident sharing Coughton’s stories and the value and importance of being a member of the National Trust and all the benefits this provides.
You’ll inspire visitors with our cause and purpose by being an advocate for the great value and benefits of National Trust membership and feel confident talking to visitors about this. As a team, you’ll be vital in the delivery of our fundraising targets including membership and pin badges.
You'll deliver excellent standards of presentation at the property by carrying out regular presentation checks around site, which will involve cleaning the toilets, litter-picking, and checking our signage. You’ll also ensure all our communications with our visitors are clear and consistent from the arrival at the driveway to the posters and signs around the property.
You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what’s possible in this role.

Who we're looking for

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

• 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 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

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