Welcome & Service Team Member

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

Benefits offered by this job

Pension up to 10%

Free entry for you and guest

Rental deposit loan

Season ticket loan

EV car lease

Perks at work discounts

Holiday entitlement up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

National Trust Shugborough Estate is seeking a customer-focused team member to welcome visitors, provide information, and help create memorable experiences. You will support parking, answer questions, and assist in growing membership while contributing to events and online activity.

Reporting to the Welcome Manager, you will join a small team of staff and volunteers at Visitor Reception, with emphasis on friendly service, flexibility, and a willingness to learn new skills to support the estate’s

Responsibilities

• Deliver a great all-round customer service experience.
• Direct visitors and parking cars, answer queries and provide information.
• Help grow National Trust membership and participate in events and social media promotions.
• Strive to ensure visitors have the best day possible.

Skills

Great customer service

Teamwork

Self-motivation

Organisation

Adaptability

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 until 28th February 2027. There are three contracts available.

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 and Bank Holidays but does not require evening or split shifts. You'll primarily be working on weekends with some weekdays school 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 the Welcome Manager, you’ll be part of a small team of staff and volunteers working around Visitor Reception at Shugborough Estate.

The estate is large and varied from woodland, parkland and gardens to a Grade 1 listed Mansion and Servants' Quarters. The estate provides a great day out for all ages and you will be the first person all visitors will see at the start of their day.

What you’ll be doing

Day to day, you’ll deliver a great all-round customer service experience. You'll be based around Visitor Reception, parking cars on the car park and directing visitors. 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

We'd love to hear from you if you're:

• 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