Welcome & Service Team Member

National Trust; Ely; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Substantial pension up to 10%

Free entry to National Trust places

Rental deposit loan

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days + buy

Flexible working

Employee assistance programme

Free parking at most Trust places

Job summary

The National Trust at Wicken Fen in Ely is seeking a friendly Welcome & Service Team Member to greet visitors, share information about the property and ensure everyone enjoys a memorable visit. You will work around 975 hours a year, typically 2 days one week and 3 days the next, with weekend and bank holiday work, and you will complete an online assessment as part of the application process.

Joining a small team in the Visitor Centre, you will help with events, cottage openings, wildlife

Qualifications

• Customer-focused with understanding of great service.
• Team player but able to work on own initiative.
• Well organised and adaptable.
• Willing to learn new skills.
• Have a positive attitude.

Responsibilities

• Deliver a great all-round customer service experience.
• Answer queries and listen to visitors' needs to share the right information.
• Be involved in different aspects of the visitor experience, including events and cottage openings.
• Keep up to date with wildlife sightings and ranger activities.
• Engage with visitors to grow support for the property and assist with membership and fundraising on site.
• Provide welcoming, high-quality service in an outdoor setting.

Skills

Customer service

Team player

Organised

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

£25,837.50 per annum / £12,918.75 pro rata

Contract/duration

Permanent

Hours/working pattern

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. You'll work 975 hours per year. You'd typically be working 2 days and 3 days alternate weeks, to include weekend and Bank Holiday working.

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 our Welcome Manager, you’ll be part of a small team of staff and volunteers working at Wicken Fen. You'll be based in the Visitor Centre, alongside other Welcome and Service Team Members as well as Retail colleagues. You'll work closely with our Visitor Experience teams, ensuring visitors are aware of all the opportunities on site, including cycle hire, boat trips and our events and trails programme. Your role is also critical in ensuring a welcome in the outdoors to visitors enjoying the wider site.

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, opening up our historic Fen Cottage, and keeping up to date with wildlife sightings and what the ranger team is up to - no two days are the same.

We're looking for someone who will get behind our visitor and supporter engagement, to maximise opportunities to grow support for the property through recruiting new members and other fundraising on site, or by just sharing your passion for nature and history with everyone.

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

• 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

Click here to find out more about the benefits we offer to support you.

National Trust place

Wicken Fen, Lode Lane, Ely, CB7 5XP

Documents

Welcome & Service Team Member - Career Level A2.pdf

Requirements

Compliance.Eligibility to Work in the UK

Closing Date: 4th October 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.