Welcome Experience Lead - Visitor Services Team

National Trust; Harrogate; On-site; GBP 20,000 - 24,000; Part time

Job summary

National Trust for Places of Historic Interest or Natural Beauty in Harrogate is seeking a Welcome Manager to lead our Welcome Team at Brimham Rocks. You’ll guide staff and volunteers, share local stories, and ensure every visitor has a memorable experience.

This role is based on annualised hours with 1560 hours per year, Tue-Sat during peak season and Fri-Sat in late year. You’ll lead from the front, uphold Trust values, and work across the site to boost visitor satisfaction and charitable

Qualifications

• Lead and manage Welcome and Service Assistants and volunteers.
• Provide exceptional visitor experience and welcome at Brimham Rocks.
• Grow charitable income through membership recruitment, retention and gift giving.
• Make decisions with good judgement in line with National Trust guidelines.

Responsibilities

• You'll lead and manage our team of Welcome and Service Assistants and volunteers, ensuring the smooth day-to-day operation of our all-important welcome area in the car park, as well as looking after the visitor centre bookshop and its team of volunteers.
• Inspiring and supporting your team, you'll encourage them to deliver the highest standards of service and help grow our charitable income through membership recruitment, member retention, and gift giving.
• Together, you'll be focused on helping everyone you meet have the best possible day, whatever it takes.
• Good judgement and decision-making will be essential as you lead from the front in line with National Trust guidelines, values and policies.
• Alongside other colleagues, you'll work on a rota basis to help cover Duty Management responsibilities, ensuring the smooth running of the property on operational days.
• As the main point of contact for staff, volunteers and visitors in the event of emergencies, enquiries or complaints, you'll play a key role in supporting the operation.
• At times, you may need to get stuck in and help wherever needed to support the wider property.
• Supporting the Property Operations Manager, you'll collaborate with colleagues across the property to develop ways of improving access for visitors, including reviewing the visitor journey and

Skills

Team leadership

Guest service

Communication

Job description

National Trust for Places of Historic Interest or Natural Beauty in Harrogate is seeking a Welcome Manager to lead our Welcome Team at Brimham Rocks. You’ll guide staff and volunteers, share local stories, and ensure every visitor has a memorable experience.

This role is based on annualised hours with 1560 hours per year, Tue-Sat during peak season and Fri-Sat in late year. You’ll lead from the front, uphold Trust values, and work across the site to boost visitor satisfaction and charitable