Welcome & Service Assistant Manager

National Trust; Cambridge; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading heritage organization in Cambridge is seeking a dedicated Visitor Services Manager for the Wimpole Estate. This role involves enhancing visitor experiences, managing a welcoming team, and fostering membership through superb customer service. The ideal candidate will have experience in visitor services and show motivation and curiosity in customer engagement. An inclusive workplace culture with various perks and a flexible working environment is provided.

Benefits

Substantial pension scheme

Free entry to National Trust properties

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Discounts at various merchants

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most Trust places

Qualifications

• Experienced in visitor services, particularly in tourism or the heritage sector.
• Able to work towards sales targets and promote membership benefits.
• Well-organised, motivated, and open to learning new skills.

Responsibilities

• Ensure optimal visitor experiences at the Wimpole Estate.
• Manage the Volunteer Welcome Team and daily operations.
• Promote the Trust and encourage membership sign-ups.

Skills

Visitor service experience

Customer service standards

Sales skills

Organisational skills

Motivated with 'can-do' attitude

IT skills (MS Office)

Job description

Important notice

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

What it's like to work here

You’ll be based in the Visitor Welcome Building at the Wimpole Estate, one of the busiest properties in the National Trust. Set in 2,500 acres, Wimpole is a working estate with an impressive house, gardens, a walled kitchen garden, a rare breed farm and an expansive parkland to enjoy miles of walks. No two days are ever the same as we strive to give our visitors a great experience. You’ll be joining a supportive and hardworking team, working alongside staff and volunteers. It’s an exciting time, with ambitious future plans for the Estate that are starting to take shape.

What you'll be doing

You’ll be making sure that the welcome every person receives when they come to visit is as good as it could be. You want them to have the best experience of visiting Wimpole Estate. Everyone who comes here is contributing to the work of the Trust, in protecting and looking after places so that people and nature can thrive – now and into the future. Your warmth, your care, your high standards and your attention to detail can make all the difference to their day.

You'll manage the Volunteer Welcome Team and day to day operations at our Visitor Welcome building to solve problems on a daily basis and manage a small fleet of accessibility vehicles. You’ll know how to turn around a challenging situation, and you’ll be helping your team to do the same. You'll role model excellence in customer service and continually coach the team to develop their professional capability.

You'll also be raising funds and encouraging people to join the Trust as members, always aware of how crucial these goals are to the Trust’s cause. By sharing your knowledge of our conservation work both here and throughout the Trust, you’ll help people to see how vital their contribution can be.

Who we're looking for

Applications from redeployees are assessed against the minimum criteria for the role. In your application, please provide details of how you meet the minimum criteria below:

• experienced in visitor services, in the tourist or heritage sector
• naturally curious about people, with an understanding of how to achieve the highest standards of customer service
• able to work to sales targets, and confidently sell the benefits of becoming a member
• well‑organised and motivated
• willing to learn new skills, with a ‘can‑do’ attitude
• comfortable with IT skills (all MS Office)

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
• 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