Welcome Manager I

National Trust for Places of Historic Interest or Natural Beauty; Basingstoke; 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

Rental deposit loan scheme

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

The National Trust is seeking a Welcome Manager to lead the Welcome & Service team at The Vyne, Basingstoke. You will ensure a warm, engaging visitor welcome and a seamless journey from arrival to departure, working with staff and volunteers to deliver outstanding service.

You’ll manage day-to-day operations, develop teams, set objectives, use feedback and data to improve experiences, and help us achieve our visitor targets while complying with procedures and safeguarding policies.

Qualifications

• Experienced in visitor services or a 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.

Responsibilities

• Lead the day-to-day operation of the welcome and visitor service areas, ensuring high standards of service and visitor experience.
• Support your team to resolve issues confidently and foster a welcoming culture for all visitors.
• Develop teams, set clear objectives and provide regular feedback to optimise performance.
• Support effective team communications and operational delivery across the property.
• Use visitor feedback and performance data to identify opportunities for improvement and innovation.
• Manage operational risks and ensure compliance with procedures and legislation.

Skills

Visitor services

People leadership

Data analysis

Calm under pressure

Communication

MS Office

Job description

Summary

We're looking for a Welcome Manager to join us. You'll lead our Welcome & Service team to create exceptional visitor experiences, ensuring everyone receives a warm and engaging welcome that inspires support for the National Trust. Working closely with colleagues and volunteers, you'll help deliver a seamless visitor journey and create a culture where great service is at the heart of everything we do. Salary: £27,612 per annum Contract: Permanent Hours/ working pattern: Full-time, 37.5 hours per week Interview: week commencing 23rd November 2026 Start date: January/ February 2027 Accommodation is provided to the postholder for the proper or better performance of their duties in accordance with Trust criteria and HMRC rules.

What it's like to work here

As Welcome Manager, you'll lead a team of staff and volunteers, helping visitors enjoy meaningful and memorable experiences from arrival through to departure. You'll work collaboratively with colleagues across the property to ensure visitors receive a consistently high standard of service. As part of the wider property team, you'll contribute to delivering business objectives.

What you'll be doing

As Welcome Manager, you'll lead the day‑to‑day operation of our welcome and visitor service areas, ensuring high standards of service and visitor experience are maintained at all times. You'll support your team to resolve issues confidently and create a culture where visitors feel welcomed and valued. You'll develop teams, setting clear objectives and providing regular feedback to help individuals and teams perform at their best. You'll also support effective team communications and operational delivery across the property. Working collaboratively with colleagues across the property, you'll contribute to planning, visitor engagement activities and help achieve targets. You'll use visitor feedback and performance data to identify opportunities for improvement and innovation, helping to enhance the visitor experience. You'll also be responsible for managing operational risks, ensuring compliance with relevant procedures and legislation.

Who we're looking for

You’ll bring a broad range of the following knowledge, skills and experience, shaped by different roles, sectors or career paths. Please use your application to demonstrate how you meet the criteria below:

• 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

The Vyne, Sherbourne St John, Basingstoke, RG24 9HL

Documents

Welcome Manager I - B (3).pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

Closing Date: 15th November 2026

Interview: week commencing 23rd November 2026

If you need any help with your application, i.e. due to technical difficulties, please call us on 0370 240 0274 or email us at [e-mail]

If you require an adjustment to the application process, for example due to disability or medical condition, please call us on 0370 240 0274 or email us at [e-mail] and we'll support you as best as we can. For examples of how, please see our supporting you page.

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.