Welcome & Service Assistant Manager - Coventry

The National Trust; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading heritage organization is seeking a Welcome & Service Assistant Manager in Coventry to lead a team ensuring high visitor service standards. This role involves managing staff and volunteers, fostering community links, and encouraging visitors to become members. The candidate should have experience in visitor services, be organized, and be motivated to achieve sales targets. Benefits include a substantial pension scheme, flexible working, and discounts for perks, enhancing overall employee satisfaction.

Benefits

Substantial pension scheme

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Discounts on gym memberships

Holiday allowance up to 32 days

Flexible working options

Employee assistance programme

Free parking at Trust places

Qualifications

• Experienced in visitor services, ideally in the tourist or heritage sector.
• Understanding and achieving high customer service standards.
• Willingness to learn new skills with a proactive attitude.

Responsibilities

• Leading the Welcome Team and ensuring high standards.
• Building community links and encouraging membership.
• Handling visitor inquiries and making their experience enjoyable.

Skills

Visitor service experience

Sales targets achievement

Communication skills

IT skills (MS Office)

Organized

Job description

Job Details: Welcome & Service Assistant Manager - Coventry

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

• 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.

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 and comfortable with IT skills (all MS Office).

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
• 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

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