Welcome Manager (Band 2)

National Trust; Montacute; On-site; GBP 20,000 - 22,000; Full time

Benefits offered by this job

Pension up to 10%

Free NT entry for you and family

Rental deposit loan

Season ticket loan

EV car lease (where eligible)

Discounts on perks at work

Holiday up to 32 days + buy-sell

Flexible working where possible

Employee assistance program

Free parking at NT sites

Job summary

National Trust is seeking a Welcome Manager at Montacute House to lead the Welcome team, ensuring a warm, safe, and memorable visit for every guest. You’ll supervise staff and volunteers, manage bookings and compliance tasks, and work closely with the property team to uphold the highest visitor standards.

The role involves annualised hours, weekend work, and bank holidays on a rota, with a focus on delivering outstanding customer service and supporting conservation efforts at Montacute House.

Qualifications

• Experience in visitor services, tourism or heritage must have.
• Highly organised with leadership experience.
• Able to manage financial performance and work under pressure.

Responsibilities

• Lead the Welcome team and ensure visitor safety and practices.
• Oversee daily operation of the welcome area and deliver high service.
• Motivate staff and volunteers and adhere to National Trust guidelines.
• Manage group bookings and book barn volunteers.
• Report to the Operations Manager and participate in the duty rota.

Skills

visitor services

leadership

highly organised

financial performance

able to work under pressure

Job description

Summary

We have an exciting opportunity to lead a team of welcome staff and volunteers at Montacute House.

You’ll welcome our visitors and help them enjoy their visit. You’ll be experienced in managing people and delivering outstanding customer service.

Salary

£14.16 per hour

Contract

Permanent

Hours / working pattern

1462.50 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. As part of the role you’ll be working weekends (minimum of 2 weekends out of 4) as well as Bank holidays on a rota. You'll be working 4 days per week on average but you'll adjust your pattern to fit the needs of the property, for example 5 days per week during the high season and less during the low season.

What It's Like To Work Here

Montacute House is located in the centre of the picturesque village of Montacute. This beautiful Elizabethan Ham stone manor house is surrounded by a formal garden, lawns, orchards, parkland and overlooked by the ancient St Micheal's hill all of which having been in the care of the National Trust since the early 1930's.

Having featured in many films as well as TV programs and famous for its beauty Montacute House attracts over 165,000 visitors per year and is open 363 days per year.

It is an exciting time joining the team as the house is currently undergoing a major conservation project in repairing and strengthening both staircases which means only the ground floor is accessible. Once the work has been completed the house will be fully open again (spring 2027).

For more information about our property please visit www.nationaltrust.org.uk/montacute-house

What You'll Be Doing

You’ll have overall responsibility for the Welcome team, and their safety and working practices, working closely with the property team to make sure every visitor has a great day.

You will 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, using 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 will be applying your high level of competence to deal with service recovery. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

You’ll be managing any group bookings and compliance tasks relating to your department as well as the second hand book barn including book barn volunteers.

You’ll be reporting to the Operations Manager, working in a team at Montacute House part of the South Somerset Property Group.

The Welcome Manager will be part of the Duty Management rota having responsibility for the safe opening and closing of the property.

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

Montacute House, Montacute, TA15 6XP

Documents

Welcome Manager (Band 2) - Career Level B.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

Closing Date: 30 August 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.