Welcome & Service Team Member

National Trust for Places of Historic Interest or Natural Beauty; Isleworth; On-site; GBP 7,000 - 7,100; Full time

Benefits offered by this job

Pension up to 10%

Free entry to NT places

Season ticket loan

EV car lease

Perks at work

Holiday allowance 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust for Places of Historic Interest or Natural Beauty is seeking a Welcome & Service Team member to greet visitors and provide information at Osterley Park. The role operates on an annualised hours basis with a flexible rota, mainly weekends, and a salary of £7,075.50 per year.

The position is permanent, based at Osterley Park, with interviews mid-October. You’ll join a small team delivering memorable visitor experiences and supporting volunteers.

Qualifications

• Experience in guest service or customer-facing roles.
• Willingness to work weekends/holiday periods.
• Able to work as part of a small team.

Responsibilities

• Provide a warm welcome and information to visitors.
• Assist with cleaning, literature restocking, mobility aids and stairclimber use.
• Coordinate with volunteers and support team to deliver great service.

Skills

Customer service

Teamwork

Organised

Proactive learning

Positive attitude

Job description

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.

Contract/duration: Permanent

Hours/working pattern: A flexible rota.

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 equal instalments . The hours will be variable as we are open 363 days per year, but will primarily comprise Saturdays and Sundays with some weekday working during holiday periods, but does not require evening or split shifts. Flexibility is needed as schedules may change based on business needs. We’ll try to give as much notice as possible. Shifts are either between 9-5.00pm in the main season and an hour shorter in the winter when it is dark.

Telephone screening will be between 7th and 9th October, with interviews on Friday 16th October.

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: £7075.50

Contract/duration: Permanent

Hours/working pattern: A flexible rota.

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 equal instalments . The hours will be variable as we are open 363 days per year, but will primarily comprise Saturdays and Sundays with some weekday working during holiday periods, but does not require evening or split shifts. Flexibility is needed as schedules may change based on business needs. We’ll try to give as much notice as possible. Shifts are either between 9-5.00pm in the main season and an hour shorter in the winter when it is dark.

Telephone screening will be between 7th and 9th October, with interviews on Friday 16th October.

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 dedicated welcome staff working at Osterley Park & House. Giving our visitors the best service and enabling them to have a seamless day out and create memories. You'll be driven by our fundraising goals to generate income for our property. You could be working either at the welcome kiosk or sometimes at the car park.

What you'll be doing

There will be other essential tasks as we pride ourselves on presentation such as cleaning, and the top up of literature supplies, preparation of mobility aids and use of our new stairclimber, and regular information updates to note. Helping our volunteers settle in and working alongside them, directing and coaching from time to time.

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. 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

Osterley Park, Jersey Road, Isleworth, TW7 4RB

Documents

Welcome & Service Team Member - Career Level A2.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

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.