Welcome & Service Team Member

National Trust; Bishop Sutton; On-site; GBP 13,000 - 14,000; Full time

Benefits offered by this job

Pension scheme up to 10%

Free entry to National Trust places

Rental deposit loan

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday entitlement up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust is seeking a friendly Welcome & Service Team Member for Hatfield Forest. You will warmly greet visitors, share information, and ensure everyone has an enjoyable day. You will handle queries, guide guests through the site, and contribute to events and online promotion.

The role is permanent, 975 annualised hours, paid at £13.25 per hour with salary paid in 12 equal installments. An online assessment will be used as part of the application process.

Qualifications

• Customer-focused with an understanding of the importance of great service.
• Team player but able to work on your own initiative.
• Well organised and adaptable to changing priorities.
• Willing to learn new skills for the role.
• Maintain a positive attitude while delivering excellent visitor service.

Responsibilities

• Deliver a warm, friendly welcome and provide information to visitors.
• Respond to queries and ensure guests have an enjoyable visit.
• Support on-site visitor experiences, property events, and social media promotion.

Skills

Customer-focused

Team player

Well organised

Adaptable

Willing to learn

Positive attitude

Job description

Summary

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.

Salary

£13.25 per hour

Contract/duration

Permanent

Hours/working pattern

975 hours per 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.

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

Reporting to the Welcome Manager, you'll be part of a team working at Hatfield Forest.

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.

Who We're Looking For

We'd love to hear from you if you're:

• 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

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 (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

National Trust place

Hatfield Forest, Takeley, Nr. Bishop Stortford, CM22 6NE

Documents

Welcome & Service Team Member - Career Level A2.pdf

Requirements

Compliance.Eligibility to Work in the UK

Closing Date

20th September 2026

Equal Opportunities Statement

The National Trust celebrates diversity and is committed to creating a fair and equal society, free from discrimination. You can read more about our commitment to inclusion and diversity here.

Safeguarding Statement

The National Trust is committed to a safe recruitment processes to help the organisation attract and appoint the right staff/volunteer for the role and responsibilities as set out in the vacancy advert. We will not accept applicants who are not suitable to work with children, young people or adults at risk. If you have any questions around your suitability for this vacancy, please contact the people service centre.