Welcome Manager, NATIONAL TRUST

Guardian Jobs; East Grinstead; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits to lead a dedicated team at a historic property, ensuring visitors have an unforgettable experience. As the Welcome Manager, you will oversee the welcome area, manage staff, and deliver exceptional customer service while engaging with visitors. This role offers a chance to work in a beautiful environment, fostering a culture of inclusivity and community engagement. Join a progressive team and contribute to enhancing visitor experiences while enjoying a rewarding package that includes generous holiday entitlement and flexible working arrangements.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday entitlement up to 32 days

Flexible working arrangements

Employee assistance programme

Free parking at most Trust locations

Qualifications

• Experience in visitor services, tourism, or heritage environments.
• Strong organizational and leadership skills.

Responsibilities

• Lead and empower a team of welcome staff and volunteers.
• Manage the day-to-day operation of the welcome area.

Skills

Visitor Services Experience

Customer Service Excellence

Organizational Skills

Leadership Skills

Service Recovery

Microsoft Office Suite Proficiency

Job description

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit.

As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues, serving as the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service, and leading on risk management.

Working pattern is typically Wednesday to Saturday, with regular Bank Holiday working and occasional cover on other days. 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 installments over the year.

What it's like to work here

Standen is an arts and crafts family home set in a beautiful hillside garden. The arts and crafts offerings include varied exhibitions, a contemporary arts programme, and collaborations with local artists. This is an exciting opportunity to join a progressive team in an ever-growing location. Standen features borders with lots of ideas for visitors’ gardens at home. The plant shop sells plants grown in the nursery, and seasonal produce from the kitchen garden is available to buy.

What you'll be doing

You’ll have overall responsibility for the team, their safety, and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.

You'll manage the day-to-day operation of the welcome area, ensuring the delivery of high standards of service and visitor experience. You’ll use sound judgment and decision-making, in line with National Trust guidelines and policies. You’ll apply your creativity and communication skills to inspire and motivate your staff and volunteers and to provide the friendly face of the National Trust to thousands of visitors. You will also handle service recovery independently when senior support is not on site. Engaging with visitors to inspire support through membership and helping them enjoy their stay is also part of your role.

Who we're looking for

We'd love to hear from you if you have the following:

• Practical experience in visitor services, tourism, heritage, or related environments
• Experience of delivering high standards of customer service
• Strong organizational skills
• Confident leadership, adaptable and responsive under pressure
• Ability to initiate service recovery independently
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

The package

The National Trust’s motto is ‘For everyone, for ever’. We are committed to creating an inclusive culture where everyone feels they belong. We value diversity and aim to reflect the communities and audiences we serve. We welcome and celebrate differences, and we want everyone to feel included in our teams.

• Substantial pension scheme of up to 10% of 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 (gym memberships, shopping, cinema discounts)
• Holiday entitlement up to 32 days, plus holiday purchase scheme, subject to minimum criteria
• Flexible working arrangements where possible
• Employee assistance programme
• Free parking at most Trust locations