Welcome Manager

NATIONAL TRUST; East Grinstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits to lead a dedicated team at a historic property, ensuring visitors receive exceptional service. As Welcome Manager, you will inspire your team and create memorable experiences for thousands of guests. This role offers a dynamic working environment where creativity and leadership are paramount. Join a progressive organization committed to inclusivity and community engagement, and enjoy a range of attractive benefits including flexible working and generous holiday allowance. If you're passionate about heritage and customer service, this is the perfect role for you.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Gym membership discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most Trust places

Qualifications

• Experience in visitor business or relevant visitor services environment.
• Ability to deliver high standards of customer service.

Responsibilities

• Lead the welcome staff and volunteers to ensure an excellent visitor experience.
• Manage day-to-day operations of the welcome area.

Skills

Customer Service

Leadership

Organizational Skills

Service Recovery

Microsoft Office Suite

Job description

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit.As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

Working pattern is typically Wednesday to Saturday, with regular Bank Holiday working and occasional cover on other days.This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year.

What it's like to work here

Standen is an arts and crafts family home set in a beautiful hillside garden. The strong arts and crafts offering includes varied exhibitions, a contemporary arts programme and collaborations with local artists.This is an exciting opportunity to join a progressive team in an ever-growing location. Standen is jam-packed with borders providing lots of ideas for visitors gardens at home. The plant shop sells plants grown in the nursery and seasonal kitchen garden produce is available to buy.

What you'll be doing

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.

You'll have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience. You'll use sound judgement and decision making, in line with National Trust guidelines and policies. You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You'll be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

Who we're looking for

We'd love to hear from you if you have the following:

• Practical experience in visitor business, tourist, heritage or relevant visitor services environment
• Experience of delivering the highest standards of customer service
• Organisational skills
• Confident leader, adaptable and responsive under pressure
• Ability to initiate service recovery without senior support
• Ability to use Microsoft Office Suite (incl. Word, Excel, PowerPoint) for daily tasks.

The package

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

• 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
• 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