Welcome Manager

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

Benefits offered by this job

Substantial pension scheme

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

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust in Croft Castle, Leominster seeks a Welcome Manager to lead a focused welcome team across two properties, including 8 staff and 20+ volunteers. You will drive excellent visitor experience, manage admissions income, memberships and shop sales, and support a safe, welcoming environment for all visitors.

As duty manager you’ll uphold National Trust policies, safeguard visitors, oversee cash tills and respond to enquiries.

Qualifications

• Experience in visitor services, tourism, heritage or similar settings.
• Confident leader with strong organisational skills.
• Able to manage finances and cash handling in a busy site.

Responsibilities

• Lead and manage the Welcome & Service team and volunteers.
• Ensure smooth day-to-day operations in the welcome area and assist visitors.
• Act as duty manager, safeguarding, cash handling, fire and evacuation duties.

Skills

Visitor services

Customer service

Leadership

Cash handling

Compliance

Job description

Summary

• INTERNAL APPLICANTS ONLY***

We’re looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Croft Castle & The Weir Garden leading our small but vital welcome team.

Internally you'll be known as a Welcome Manager (Band 1).

This is a fixed term contract due to end when the postholder returns to the role. At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

What It's Like To Work Here

Reporting to the Visitor Operations and Experience Manager, you'll be leading the a team of 8 Welcome & Service Assistants and over 20 Volunteers spread over two properties - Croft Castle & The Weir Garden. You'll be responsible for generating Growing Support revenue from admissions, memberships and book shops and for ensuring all our visitors receive a fantastic welcome and level of service.

Set in rural Herefordshire these beautiful properties welcome over 135,000 visitors a year.

What You'll Be Doing

You’ll lead and manage our team of welcome and service assistants and volunteers. You’ll be responsible for making sure that day-to-day operations run smoothly in the all-important welcome area. 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

• 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

National Trust place

Croft Castle, Yarpole, Leominster, HR6 9PW

Documents

Welcome Manager (Band 1) - Career Level B.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

• 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 of time.

Closing Date

13th September 2026

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, contact the people service centre.