Welcome Manager

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

Benefits offered by this job

Substantial pension up to 10%

Free entry to National Trust places

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust is seeking a Welcome Manager II at Rufford Old Hall to lead a small but vital welcome team, sharing knowledge and ensuring memorable visits. You will manage cash income and guide staff and volunteers to deliver the highest standards of service, building strong relationships with staff and visitors.

You will work a pattern of hours across the year with weekend commitments, contributing to duty management and ensuring smooth operations.

Qualifications

• Experience in visitor services or related customer-facing environment.
• Inspiring people leader who develops and motivates 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 able to build relationships with stakeholders.
• Confident using Microsoft Office and other digital systems to support operational delivery.

Responsibilities

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

Skills

Visitor services

People leadership

Analytics

Calm under pressure

Strong communicator

Microsoft Office

Tools

Microsoft Office

Job description

Summary

We’re looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Rufford Old Hall, leading our small but vital welcome team. Each day brings the chance to share your knowledge, help others discover the fascinating stories of our site, and make every visit memorable. Internally, you'll be known as a 'Welcome Manager II'.

Salary: £27,612 per annum

Contract Duration: Permanent

Working Pattern: You’ll work 1027 hours per year. 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. The working pattern will be 3 days per week (9am-5pm) between March and October, and 2 days per week (9am-4pm) between November and February. The role involves regular weekend and Bank Holiday working to meet the needs of the business.

What It's Like To Work Here

Located directly next to the Leeds and Liverpool canal, you’ll be working on a property with nearly 500 years of Lancashire history, attracting up to 60,000 visitors every year. Rufford Old Hall is a Tudor house surrounded by formal Victorian gardens at the heart of the local community, with a focus on the National Trust’s strategy priorities of Ending Unequal Access and Restoring Nature.

What You'll Be Doing

You’ll lead and manage our team of Welcome and Service Assistants and volunteers, ensuring the smooth day-to-day operation of our all-important welcome area. You'll also be responsible for all aspects of cash management and banking income for the property. Inspiring and supporting your team, you’ll encourage them to deliver the highest standards of service and help grow our charitable income. Together, you’ll be focused on helping everyone you meet have the best possible day, whatever it takes. Good judgement and decision-making will be essential as you lead from the front in line with National Trust guidelines, values and policies.

Alongside other colleagues, you’ll work weekends on a rota basis to help cover Duty Management responsibilities, ensuring the smooth running of the property on operational days. As the main point of contact for staff, volunteers and visitors in the event of emergencies, enquiries or complaints, you'll play a key role in supporting the operation. At times, you may need to get stuck in and help wherever needed to support the wider property.

Supporting the Property Operations Manager, you'll collaborate with colleagues across the property to develop ways of improving access for visitors, including reviewing the visitor journey and installing new signage in line with the Trust’s brand guidelines.

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 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.

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

Rufford Old Hall, 200 Liverpool Road, Ormskirk, L40 1SG

Documents

Welcome Manager II - B.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

Closing Date: 08 November 2026

Interview dates: Friday 20 and Monday 23 November 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, please contact the people service centre.