Welcome Experience Manager

National Trust; Ormskirk; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Substantial pension up to 10%

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust is seeking a Welcome Manager II at Rufford Old Hall to lead a small but vital welcome team, sharing knowledge and ensuring memorable visits. You will manage cash income and guide staff and volunteers to deliver the highest standards of service, building strong relationships with staff and visitors.

You will work a pattern of hours across the year with weekend commitments, contributing to duty management and ensuring smooth operations.

Qualifications

• Experience in visitor services or related customer-facing environment.
• Inspiring people leader who develops and motivates staff and volunteers.
• Skilled at analysing data and using insight to improve performance and visitor experiences.
• Calm and resilient when dealing with challenging situations or customer concerns.
• Strong communicator able to build relationships with stakeholders.
• Confident using Microsoft Office and other digital systems to support operational delivery.

Responsibilities

• Lead and manage Welcome and Service Assistants and volunteers to ensure smooth day-to-day operation of the welcome area.
• Oversee cash management and banking income for the property.
• Inspire and support your team to deliver high standards of service and grow charitable income.
• Lead from the front in line with National Trust guidelines, values and policies.
• Work weekends on a rota basis to cover Duty Management responsibilities.
• Collaborate with colleagues to improve visitor access and signage in line with brand guidelines.

Skills

Visitor services

People leadership

Analytics

Calm under pressure

Strong communicator

Microsoft Office

Tools

Microsoft Office

Job description

National Trust is seeking a Welcome Manager II at Rufford Old Hall to lead a small but vital welcome team, sharing knowledge and ensuring memorable visits. You will manage cash income and guide staff and volunteers to deliver the highest standards of service, building strong relationships with staff and visitors.

You will work a pattern of hours across the year with weekend commitments, contributing to duty management and ensuring smooth operations.