Welcome & Service Team Member

National Trust; Stourbridge; On-site; GBP 15,000 - 21,000; Part time

Benefits offered by this job

Substantial pension scheme

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 is seeking a friendly Rock House visitor assistant at Kinver Edge, Stourbridge. You’ll welcome visitors, share information about the property, answer questions and help ensure everyone has a memorable visit.

You’ll also help prepare the site each day and work with a small team. The role includes opening the Rock Houses and reception, supporting events, and handling a range of operational tasks, including closing the site and cashing up.

Qualifications

• Customer-focused with understanding of great service.
• Team player who can also work on their own initiative.
• Well organised and adaptable.
• Willing to learn new skills.
• Positive attitude and friendly approach.

Responsibilities

• Deliver an excellent all-round customer service experience and help visitors make the most of their visit.
• Open the Rock Houses and visitor reception each morning, ensuring the site is welcoming and ready for visitors.
• Support the setup and delivery of events and assist with a variety of operational tasks.
• Close the property at end of day, cash up and clean visitor facilities.

Skills

Customer service

Team player

Organised

Flexible

Willing to learn

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. You will also be preparing the property ready for visitors and working collaboratively as part of a small team so may be asked to help with a number of other tasks.

Salary

£13.25 per hour

Contract/duration

Fixed term contract until 31st October 2027

Hours/working pattern

There are two contracts available. 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.

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

We're a small, friendly and supportive team, and collaboration is at the heart of how we work. Everyone plays an important role in caring for the property and delivering excellent visitor experiences, so being willing to support colleagues and contribute wherever needed is essential.

Please note that the Rock Houses are set across three different levels of the site. The role involves regular movement between these areas and navigating steep slopes and steps as part of day-to-day duties.

Each year, we welcome more than 55,000 visitors, providing them with a unique National Trust experience. Whether visitors are discovering the Rock Houses for the first time, taking part in an event, or exploring the wider landscape, our team works hard to create memorable and enjoyable experiences for everyone who visits.

What You’ll Be Doing

Day to day, you'll deliver an excellent all-round customer service experience. You'll be on hand to answer queries, listen to visitors' needs, and provide the right information to help them make the most of their visit. Your role will be to ensure every visitor enjoys the best possible experience, from the moment they arrive until they leave.

Working as part of a small team, you'll open the Rock Houses and visitor reception each morning, ensuring the site is clean, welcoming, and ready for visitors. You'll also support the setup and delivery of events, assist with a variety of operational tasks, and help maintain a high standard of presentation across the property.

At the end of each day, you'll be responsible for closing the property, cashing up, and cleaning visitor facilities. This is a busy and varied role, and you'll be involved in a wide range of tasks, adapting to changing priorities, and committed to delivering an outstanding visitor experience.

You can view the full role profile for this role in the document attached. You don't need to have all the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role.

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 programme
• Free parking at most Trust places

Location

Kinver Edge, The Wardens' Lodge, Stourbridge, DY7 6HU

Documents

Welcome & Service Team Member - Career Level 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

20th September 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.