Welcome & Service Team Member

National Trust for Places of Historic Interest or Natural Beauty; Royal Tunbridge Wells; On-site; GBP 24,000 - 30,000; Part time

Benefits offered by this job

Pension up to 10%

Free entry to NT places

Rental deposit loan

Season ticket loan

EV car lease (where eligible)

Perks at work discounts

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking at most NT places

Job summary

National Trust is seeking a Welcome & Service Team Member in Tunbridge Wells. You will greet visitors, share property information, and answer questions to ensure a memorable visit. The role operates on a zero-hour contract with a fixed-term end date, requiring flexibility and weekend work.

You’ll participate in online assessment and contribute to a welcoming visitor experience across different sites. Expected hours are variable, with typical shifts and a 3–5 day per week pattern.

Qualifications

• Customer-focused with an understanding of great service.
• Team player who can also work on own initiative.
• Well organised and adaptable to changing schedules.
• Willing to learn new skills and tools as required.
• Positive attitude with proactive approach to guest needs.

Responsibilities

• Provide a warm, friendly welcome and information about the property.
• Answer questions and ensure visitors have an enjoyable visit.
• Support various visitor experiences at key locations (Entrance, House, Car Park).
• Deliver excellent customer service and assist with queries as needed.
• Be flexible with weekend work and variable hours.

Skills

Customer focus

Team player

Well organised

Adaptable

Willing to learn

Positive attitude

Tools

None

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.

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’lldeliver a great all-round customer service experience.You’llbe on hand answering queries and listen to what our visitors need are so you can share the right information. Your role is to make sure our visitors have the best day they can.You’llhave the chance to be involved indifferent aspectsof the visitor experience, which may be at the Visitor Entrance, House or Car Park. No two days are the same.

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’lldeliver a great all-round customer service experience.You’llbe on hand answering queries and listen to what our visitors need are so you can share the right information. Your role is to make sure our visitors have the best day they can.You’llhave the chance to be involved indifferent aspectsof 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 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

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

National Trust place

Scotney Castle, Lamberhurst, Tunbridge Wells, TN3 8JN

Documents

Welcome & Service Team Member - A2.pdf

Requirements

Compliance.Eligibility to Work in the UK

Additional information

Closing Date: 11th October 2026

Interview Date: 15th 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.