Welcome Manager

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

Benefits offered by this job

Pension up to 10%

Free entry to National Trust places

Rental deposit loan

Season ticket loan

EV car lease (salary criteria)

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

The National Trust at Lanhydrock is seeking a Welcome Manager to lead our welcome and service team, ensuring smooth daily operations in admission areas and the house. You will inspire staff and volunteers to deliver the highest standards of service and support fundraising in our second-hand bookshop and property shop.

You will report to the Visitor Operations Manager and manage cash handling, emergencies, enquiries and visitor queries, while guiding a friendly, inclusive visitor experience

Qualifications

• Experience in visitor services, tourism, or heritage.
• Strong leadership and people-management skills.
• Excellent organisational skills.
• Ability to manage cash handling and fundraising activities.
• Willingness to work weekends as described.

Responsibilities

• Lead and manage welcome and service team and volunteers.
• Ensure smooth day-to-day operations in admission and welcome areas and across the house.
• Inspire staff to deliver high standards of service and support fundraising in the bookshop and badges.
• Be main point of contact for staff, volunteers and visitors in emergencies, enquiries or complaints.
• Manage cash handling procedures.

Skills

Visitor services

Tourism heritage

People leadership

Financial management

Customer service orientation

Job description

Summary *Internal Applicants only*??

Our colleagues work for the National Trust in many locations and sometimes?don't?have easy access to internal vacancy listings. Using the internet ensures we can reach as many of our colleagues as possible. We appreciate that this can be frustrating for external talent. Do note that some roles are released externally after?an initial?period

We're looking for someone with a gift for helping everyone to feel welcome to join us as Welcome Manager at Lanhydrock. You will be one of three Welcome Managers reporting to the Visitor Operations Manager.

Salary: £20,156.76 pro rata (FTE £27,612 per annum)

Contract: Permanent

Hours/ working pattern: 1423.50 hours per year. This role will average three days a week year-round, including roughly one in three weekends.

Interview: Friday 30th October at Lanhydrock

What it's like to work here

The Lanhydrock estate comprises a grade 1 listed mansion set in a 25 acre garden and surrounded by around 900 acres of countryside. The property offers a fascinating insight into the workings of a country estate, both above and below stairs.

The property welcomes around 200,000 visitors a year with an additional 100,00 visitors using the cycle trails, countryside, parkland and river corridor. For more information about our property please visit lanhydrock

What you'll be doing

You’ll lead and manage our team of welcome and service team members and volunteers. You’ll be responsible for making sure that day-to-day operations run smoothly in the admission and welcome areas, as well as across the house. You’ll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income through fundraising in our second-hand bookshop and property pin badges. You’ll be using good judgement and decision making to lead from the front, in line with National Trust guidelines, values and policies. You’ll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints and will manage cash handling procedures. You can view the full role profile for this role in the document attached. You don't need to have all 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

• experienced in visitor services, tourism, heritage or similar situations
• naturally curious about people, and motivated to give the highest standards of service
• highly organised
• a confident leader
• adept at managing financial performance
• up for a challenge, adaptable and responsive under pressure

The package

• 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 (for roles that meet the salary criteria)
• 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 more about the benefits we offer to support you.