Lead Welcome Team & Visitor Experience

Church of England; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Southwark Cathedral in London is seeking a Welcome Team Leader to guide a team of Welcome Hosts, delivering a warm, informative visitor experience and consistently high standards of customer service across all visitor touchpoints.

You will line-manage the Welcome Team, organise rotas, support training, handle feedback and complaints, and collaborate with the Head of Engagement to develop engagement activities that encourage visits, donations and faith-informed hospitality.

Qualifications

• Experience in managing a team, supervision and team training.
• Experience in heritage, public engagement or visitor attraction settings.
• Experience handling customer feedback or complaints.

Responsibilities

• Act as main point of contact with the Welcome Team for daily visitor engagement operations.
• Line manage the paid Welcome Team, ensuring a high standard of welcome and visitor service.
• Organise monthly rotas for the Welcome Team and manage annual leave, sickness and overtime.
• Develop and maintain training sessions with the Head of Engagement and ensure mandatory training is up to date.
• Handle complaints and guide staff through the Cathedral's customer service standards.

Skills

Team management

Customer service

Public engagement

Job description

Southwark Cathedral in London is seeking a Welcome Team Leader to guide a team of Welcome Hosts, delivering a warm, informative visitor experience and consistently high standards of customer service across all visitor touchpoints.

You will line-manage the Welcome Team, organise rotas, support training, handle feedback and complaints, and collaborate with the Head of Engagement to develop engagement activities that encourage visits, donations and faith-informed hospitality.