Welcome & Service Assistant

National Trust; Greater London; On-site; GBP 23,000; Part time

Job summary

A heritage organization is seeking a Visitor Services Assistant at Ham House in Greater London. The successful candidate will provide exceptional customer service, respond to visitor inquiries, and contribute to various visitor experiences. The role promotes a warm welcome to guests, working flexibly with a team. This position comes with benefits such as a substantial pension scheme, free entry to National Trust places, and additional perks that enhance employee well-being.

Benefits

Substantial pension scheme of 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 at most Trust places

Qualifications

• Understanding the importance of great service.
• Ability to work on own initiative and as part of a team.
• Willingness to learn new skills.

Responsibilities

• Deliver a great all-round customer service experience.
• Answer queries and share information with visitors.
• Involve in different aspects of the visitor experience.

Skills

Customer focused

Team player

Well organized

Adaptable

Positive attitude

Job description

Summary

Important notice

In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.

As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.

Hours: 780 hours a 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. Weekend working required.

The advertised salary is inclusive of the Outer London Weighting allowance of £3,315 per annum (prorated if you're part‑time)

For this role, you’ll need to complete our online assessment instead of using a C.V. or online application form. This will help us understand more about your strengths and give you more information on the role.

What it's like to work here

The 17th century treasure, Ham House, is situated on the banks of the Thames, a stroll along the river from Richmond station. Boasting an internationally significant collection, exquisite gardens, orangery café and meadow nearby, it is no surprise this it is the most visited pay for entry site for the Trust in London. An increasing awareness of our current and new audiences and their needs will be shaping the direction at Ham, as we look to grow our reach and assert ourselves in the competitive London cultural landscape.

Reporting to the Visitor Operations Manager and led by the Welcome Manager, you’ll be part of the Welcome Team at Ham House and Garden. You'll be working alongside up to six other part time Welcome and Service Assistants and a wonderful group of Welcome Volunteers.

What you'll be doing

Day to day, you’ll deliver a great all‑round customer service experience. You’ll be on hand answering queries and listen to what our visitors need so you can share the right information. Your role is to make sure our visitors have the best day they can. You’ll have the chance to be involved in different aspects of the visitor experience, from key property events to social media promotion – no two days are the same. Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with enthusiasm for delivering great customer service. You can view the full role profile for this role in the document attached. You don't need to have all of 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.

Who we're looking for

We’d love to hear from you if you are :

• customer focused with an understanding of the importance of great service
• a team player, but also can work on your own initiative
• well organised and adaptable
• willing to learn new skills
• have a positive attitude

The package

• 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

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.