Welcome Manager II - Lead Visitor Experience & Team

The National Trust For Places of Historic Interest or Natural Beauty; Ormskirk; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension scheme up to 10%

Free entry to NT places for you, a des

Free entry to NT places for you, a des

Job summary

Rufford Old Hall, part of The National Trust, seeks a Welcome Manager II to lead our Welcome and Service team, share its fascinating stories, and ensure memorable visits. The role includes cash handling, and you’ll support the property with a visible leadership presence while aligning with NT guidelines.

The role is permanent with 1,027 hours per year, distributed 3 days/week Mar–Oct and 2 days/week Nov–Feb, including regular weekends and Bank Holidays.

Qualifications

• 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.

Responsibilities

• Lead and manage the Welcome and Service Assistants and volunteers to ensure smooth daily operation of the welcome area.
• Oversee all aspects of cash management and banking income for the property.
• Inspire and support the team to deliver the highest standards of service and grow charitable income.
• Cover Duty Management responsibilities on weekends on a rota basis.
• Be the main point of contact for staff, volunteers and visitors in emergencies, inquiries or complaints.

Skills

Experienced in visitor services or a‑3

Inspiring people leader

Data analysis & insight

Calm under pressure

Strong communicator

Microsoft Office & digital systems

Job description

Rufford Old Hall, part of The National Trust, seeks a Welcome Manager II to lead our Welcome and Service team, share its fascinating stories, and ensure memorable visits. The role includes cash handling, and you’ll support the property with a visible leadership presence while aligning with NT guidelines.

The role is permanent with 1,027 hours per year, distributed 3 days/week Mar–Oct and 2 days/week Nov–Feb, including regular weekends and Bank Holidays.