Welcome & Service Team Member

National Trust; York and North Yorkshire; On-site; GBP 40,000 - 60,000; Part time

Job summary

A renowned conservation organization is looking for customer-focused individuals to provide excellent service at their properties in York. The role involves welcoming visitors, answering their queries, and promoting membership support. With a fixed-term contract, you'll work flexibly in a vibrant environment, enjoying perks like a substantial pension scheme and discounts. This position offers around 10 hours a week, with the opportunity to impact visitor experiences positively.

Benefits

Substantial pension scheme of up to 10%

Free entry to National Trust places

Rental deposit loan scheme

Season ticket loan

EV car lease scheme

Discounts for gym memberships

Up to 32 days holiday allowance

Flexible working

Employee assistance programme

Free parking at most Trust places

Responsibilities

• Deliver great customer service experience.
• Answer queries and provide visitors with information.
• Promote the value of membership to visitors.

Skills

customer focused with an understanding of the importance of great service

team player

well organised

adaptable

willing to learn new skills

positive attitude

Job description

Important notice

In line with our redeployment policy, we’ll prioritise applications from employees who are under formal notice of redundancy.

About the role

These roles work across two National Trust properties; Goddards Gardens & Treasurers House. 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: £12.75 an hour

Duration: Fixed Term Contract from February 9th to December 20th 2026

Hours: 400-500 hours across the contract (several roles available). This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in equal instalments over the contract.

Average: around 10 hours a week but this will vary. Usually working 2-3 days per week, but this could flex to 1 or 4 days. You'll work more during the summer and busier months and less during the quieter months. This includes regular weekend and bank holiday working. Rotas are released two months in advance.

Interview date: Tuesday 3rd February

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

No day is the same at busy Treasurer's House. Built in the 16th century and then purchased by a wealthy collector in the 19th century who created period settings. Today, the house is open to popular guided tours, decorated for Christmas each year and is part of the vibrant tourist offer in the historic city of York. There is a small formal garden and a below stairs cafe.

Goddards is a hidden oasis on the edge of York racecourse. Five acres of garden rooms where the Terry family once lived. It has a formal terrace and pond, herbaceous borders, wildlife pond and historic glasshouse, with a second hand book room and takeaway café kiosk.

Reporting to the Welcome and Service Assistant Manager, you’ll be part of a team of 8 working across both Treasurer’s House and Goddards gardens.

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.

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 a passion for delivering great customer service.

As part of the Growing Support team, you'll understand and promote the value of membership to visitors. You'll be passionate about the work we do, and you'll feel comfortable chatting with visitors about how they can show support, through donations, gift aid, membership or our bookshops.

You can view the full role profile for this role in the document attached. You don't need to have all of 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

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 skillshave 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