Welcome Manager

National Trust; England; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Substantial pension scheme up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days + buy‑

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust’s Standen House and Gardens is seeking a Welcome Manager to lead a small team and deliver exceptional visitor experiences. You’ll inspire colleagues and volunteers, developing welcoming spaces and ensuring visitors connect with Standen’s arts and crafts history.

Working pattern is Wednesday to Saturday, with some Sunday and Bank Holiday work; you’ll be the chief ambassador at Standen, guiding operations and guest services while safeguarding the site.

Qualifications

• Experience in visitor services, tourism or heritage
• Strong customer service and leadership skills
• Highly organized with attention to detail
• Ability to lead and motivate volunteers and staff

Responsibilities

• Lead a team of 10 part-time staff and 30+ volunteers.
• Ensure every visitor is welcomed warmly and receives a high standard of service.
• Oversee operations of the welcome spaces and the second-hand bookshop.
• Act as duty manager for the site, covering safeguarding, cash handling, and safety procedures.

Skills

Visitor services

Tourism

Heritage

People management

Job description

Summary

***INTERNAL APPLICANTS ONLY ***We're looking for someone with a natural ability to make people feel welcome to join us as Welcome Manager at Standen House and Gardens. Leading a small but vital team, you'll create exceptional visitor experiences, inspire colleagues and volunteers, and help every visitor feel connected to the stories, beauty and significance of this remarkable Arts and Crafts home and garden. Working pattern is Wednesday to Saturday, with some Sunday and Bank Holiday working.

What it's like to work here

Perched above the Weald with far-reaching views across the Sussex countryside, Standen House and Garden is one of the finest and most complete Arts and Crafts houses in the country. Designed by architect Philip Webb and featuring beautiful Morris & Co. interiors, the house was created as a comfortable family home and remains a place where house and garden are seamlessly connected. Visitors come to discover the stories of the Beale family, explore the beautiful gardens and enjoy the unique character of this special place.Reporting to the Visitor Operations Manager, you'll line manage a team of 10 part-time staff and over 30 volunteers. Along with working closely with our programming and visitor experience teams, you will be responsible for the operations around Standen's visitor welcome spaces, the presentation of these areas and for managing the second-hand books shop. You'll help create engaging experiences, inspire people to connect with Standen's history and beauty, and encourage lasting support for the National Trust's work caring for this remarkable place for future generations.

What you'll be doing

As Welcome Manager, you'll play a key role in ensuring every visitor receives a warm and memorable welcome from the moment they arrive.

You’ll inspire and care for your team, encouraging them to give the highest standards of service and to help grow our charitable income. You and your team will be focused on helping everyone you meet to have their best possible day, whatever it takes.

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 regularly act as duty manager for the whole site, with specific responsibilities including safeguarding, cash and tills, fire, security and evacuation. You'll be the main point of contact for staff, volunteers and visitors in case of emergency, enquiries or complaints.

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

We'd love to hear from you if you’re:

• 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

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 (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