Welcome & Service Team Member

The Trust; Kipping's Cross; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Substantial pension scheme up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most Trust places

Job summary

The National Trust welcomes a Welcome & Service Team Member to provide a warm, friendly greeting and information to visitors at our properties. You’ll help ensure every guest has an enjoyable visit and be involved in various aspects of the visitor experience.

The role is a zero-hour contract with 3–5 days per week and some weekends; the shift patterns vary, and an online assessment is required in lieu of a CV. Salary is £13.25 per hour.

Qualifications

• Customer-focused with an understanding of great service
• Team player but can work on your own initiative
• Well organised and adaptable
• Willing to learn new skills
• Positive attitude

Responsibilities

• Deliver a friendly all-round customer service experience to visitors
• Answer queries and share the right information to ensure a great visit
• Be involved in different aspects of the visitor experience including events and social media promotion
• Support the Welcome Manager and work flexible weekends and shifts

Job description

Welcome & Service Team Member

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: Fixed Term ends 31st December 2026

Hours/working pattern: This is a zero-hour contract, meaning we can't guarantee a set number of hours each week. While we aim to provide a consistent work pattern, flexibility is needed as schedules may change based on business needs. We'll try to give as much notice as possible. The expectation for this role would be 3-5 days per week and will include some weekends, maybe one full weekend and either a Saturday or Sunday on another weekend. Typical shift pattern would be 9:30 - 2pm or up to 5pm on busy days, or split shifts. 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

Day to day, you'll deliver a great all-round customer service experience. You'll be on hand answering queries and listening 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, which may be at the Visitor Entrance, House or Car Park. 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 will provide.

You'll be asked to work days when we need additional support and you should expect to work as many weekends as necessary. This role reports to the Welcome Manager and would suit anyone with enthusiasm for delivering great customer service.

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 listening 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

• 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 programmeFree parking at most Trust places