Welcome Manager (Band 1) - Chippenham

National Trust; Chippenham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A conservation organization in Chippenham seeks a dedicated individual to lead a team of welcome and service assistants. You will ensure the smooth running of day-to-day operations and inspire your team to provide outstanding visitor experiences. Ideal candidates will have experience in visitor services and possess strong leadership skills. The position offers various benefits, including a substantial pension scheme and multiple discounts for employees.

Benefits

Substantial pension scheme of up to 10% basic salary

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

Qualifications

• Experience in visitor services, tourism, or heritage.
• Motivated to deliver the highest standards of service.
• Confident leadership skills.

Responsibilities

• Lead and manage welcome and service assistants and volunteers.
• Ensure smooth operations in the welcome area.
• Act as duty manager for safety and emergency situations.

Skills

understanding of visitor experience and service leadership

ability to support team management and development

awareness of commercial considerations and financial performance

knowledge of operational delivery and risk management

experience in communication and stakeholder engagement

Job description

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.

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

Minimum Criteria

• understanding of visitor experience and service leadership
• ability to support team management and development
• awareness of commercial considerations and financial performance
• knowledge of operational delivery and risk management
• experience in communication and stakeholder engagement

Additional criteria for all other applicants:

• 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 National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone forever. The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world. Its achievements have enabled the general public and the Trust's members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement. The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

Benefits

• 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