Welcome & Service Assistant Manager

National Trust; Coventry; On-site; GBP 20,000 - 30,000; Full time

Job summary

A public heritage organization in Coventry seeks a dedicated team leader to enhance visitor experiences at Coventry Charterhouse. You will lead the Welcome Team, ensuring every visitor feels welcome and valued. Responsibilities include managing teams, achieving sales targets, and promoting membership benefits. We're looking for someone with strong visitor services experience, a passion for community engagement, and the ability to maintain high service standards. Benefits include a substantial pension scheme and generous holiday allowance.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Flexible working hours

Employee assistance programme

Qualifications

• Experienced in visitor services, preferably in heritage or tourism.
• Naturally curious and focused on customer service excellence.
• Able to work towards sales targets and promote membership.

Responsibilities

• Ensure all visitors receive a warm welcome.
• Lead the Welcome Team and manage visitor experiences.
• Raise funds and promote Trust membership benefits.

Skills

Visitor services experience

Customer service understanding

Sales target achievement

IT skills (MS Office)

Organized and motivated

Willingness to learn

Job description

Summary

Important notice

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

Your role is to uphold the highest of standards in the service we give to visitors. If you’re a natural motivator, who likes to lead by example to make sure every single person feels welcome and has their best day possible, then this could be the job for you.

You'll be managing a team of staff and volunteers, so would need to be willing and able to work some weekends and bank holidays to ensure full cover.

What it's like to work here

Reporting to the Visitor Operations Manager, you’ll be part of a small staff team working at the Charterhouse in Coventry within the East Birmingham, Coventry and Solihull portfolio.

Coventry Charterhouse is a new to the National Trust property which opened in May this year, it’s an exciting time to join us as an urban property that will play its part in the strategic goal of ending unequal access to beauty, nature and history.

The property is open Wednesday to Sunday, so you'll be working regular weekends and bank holidays. We're in the heart of Coventry and have great transport links and free car parking. We also have a great partnership with local company Farmers Fayre who run our cafe.

What you'll be doing

You’ll be making sure every person receives a great welcome when they come to visit. You want them to have the best experience of visiting Coventry Charterhouse. 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 lead the staff and volunteer Welcome Team, so you’ll know how to turn around a challenging situation, and you’ll be helping your team to do the same. We're working hard to build links with our local communities and this role is key to ensuring everyone is welcome.

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 access work both here and throughout the Trust, you’ll help people to see how vital their contribution can be.

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

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