Welcome Manager - Leominster

National Trust; Hereford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Pension up to 10%

Free entry for you and guest

Rental deposit loan

Season ticket loan

EV car lease

Perks at work discounts

Holiday allowance 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

The National Trust is seeking a Welcome Manager to lead our 8 Welcome & Service Assistants and 20+ volunteers across Croft Castle & The Weir Garden, Herefordshire. You’ll drive excellent visitor welcome, oversee day-to-day operations, and help grow charitable income.

Based in a fixed-term contract up to 12 months, you’ll act as duty manager, safeguard and manage cash, fire and evacuation procedures, and be the main contact for staff, volunteers, and visitors.

Qualifications

• 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.
• Gift for helping everyone feel welcome to join us as a Welcome Manager at Croft Castle & The Weir Garden leading our small but vital welcome team.

Responsibilities

• Lead and manage our team of Welcome & Service Assistants and volunteers.
• Ensure day-to-day operations run smoothly in the welcome area.
• Inspire and care for the team to deliver the highest standards of service.
• Lead from the front in line with National Trust guidelines, values and policies.
• Act as duty manager for the whole site with safeguarding, cash and tills, fire, security and evacuation responsibilities.
• Be the main point of contact for staff, volunteers and visitors in case of emergencies or inquiries.

Skills

Visitor services

Tourism

Heritage

People skills

Leadership

Financial performance

Adaptability

Guest experience

Job description

Reporting to the Visitor Operations and Experience Manager, you'll be leading the a team of 8 Welcome & Service Assistants and over 20 Volunteers spread over two properties - Croft Castle & The Weir Garden. You'll be responsible for generating Growing Support revenue from admissions, memberships and book shops and for ensuring all our visitors receive a fantastic welcome and level of service. Set in rural Herefordshire these beautiful properties welcome over 135,000 visitors a year. What you'll be doing 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.

• 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
• We're looking for someone with a gift for helping everyone to feel welcome to join us as a Welcome Manager at Croft Castle & The Weir Garden leading our small but vital welcome team.

Internally you'll known as a Welcome Manager (Band 1). This is a fixed term contract due to end when the postholder returns to the role. At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

What it's like to work here, 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 for ever. 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.

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