Welcome Experience Manager II — Lead Guest Services

National Trust; Lancashire; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Free NT places

Deposit loan

Season ticket loan

EV car lease

Perks discounts

Holiday allowance

Flexible working

Employee assistance

Free parking

Job summary

National Trust is seeking a Welcome Manager II to lead the welcome team at Rufford Old Hall, guiding staff and volunteers to make every visit memorable. You’ll oversee cash handling, support duty management, and drive great service in a historic Lancashire setting.

You’ll work with colleagues to enhance visitor access, review journeys, and implement signage in line with brand guidelines. Strong leadership and people skills are essential.

Qualifications

• Experienced in visitor services or a related customer-facing environment.
• An inspiring people leader who enjoys developing and motivating 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 who can build strong relationships with a variety of stakeholders.
• Confident using Microsoft Office and other digital systems to support operational delivery.

Responsibilities

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

Skills

Visitor services

People leadership

Data analysis

Calm under pressure

Communication

MS Office

Tools

Microsoft Office

Job description

National Trust is seeking a Welcome Manager II to lead the welcome team at Rufford Old Hall, guiding staff and volunteers to make every visit memorable. You’ll oversee cash handling, support duty management, and drive great service in a historic Lancashire setting.

You’ll work with colleagues to enhance visitor access, review journeys, and implement signage in line with brand guidelines. Strong leadership and people skills are essential.