Welcome & Service Team Member

National Trust; Norwich; On-site; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Pension up to 10% basic salary

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

Flexible working

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust is seeking a Welcome & Service Assistant at Felbrigg Hall in Norwich. You’ll greet visitors, provide information about the property and help ensure a memorable visit.

Training includes online assessment instead of CV submission, with a fixed-term contract until 31 December 2027 and a UK-based working location. The role involves zero-hour hours with weekend and holiday shifts, outdoors in all weather.

Qualifications

• Focused on giving great service to everyone you meet.
• Motivated to help achieve team targets.
• A team player, but also happy to work on your own initiative.
• Well‑organised and adaptable.
• Willing to learn new skills.

Responsibilities

• Deliver a great all-round customer service experience and answer queries.
• Share information to help visitors have the best day possible.
• Help grow National Trust membership and participate in events and social media promotion.

Skills

Great service

Team targets

Team player

Well-organised

Willing to learn

Job description

Summary

• INTERNAL APPLICANTS ONLY***

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 contract until 31-Dec-2027

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 role includes weekends, Bank Holidays and school holidays, but does not require evening 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

Reporting to the Welcome Manager, you’ll be part of a team of 8 Welcome and Service Assistants working at Felbrigg Hall. Most shifts will be working together with other team members and volunteers, but there will also be some lone working. It can be fast paced and busy, but also slower and quiet at times. You'll be welcoming visitors to our estate, hall and walled garden and giving them amazing service to ensure they have the best experience possible. We're also responsible for growing support at Felbrigg, for the property and for the National Trust. You'll be working outside in all kinds of weather.

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 be motivated to achieve targets and confidently talk to visitors about supporting the National Trust, by helping to grow our membership. No two days are the same, so you may also be involved in key property events and social media promotion.

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 that's committed to delivering great customer service.

Who We're Looking For

• focused on giving great service to everyone you meet
• motivated to help achieve team targets
• a team player, but also happy to work on your own initiative
• well‑organised and adaptable
• willing to learn new skills.

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

Felbrigg Hall, Felbrigg, Norwich, NR11 8PR

Documents

Welcome & Service Team Member - A2.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

• Internal Applicants only*

Our colleagues work for the National Trust in many locations and sometimes don't have easy access to internal vacancy listings. Using the internet ensures we can reach as many of our colleagues as possible. We appreciate that this can be frustrating for external talent. Do note that some roles are released externally after an initial period of time.

Closing Date

25th 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.