Welcome & Service Team Member - Norwich

National Trust; Norwich; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Pension up to 10% of 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 whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust at Felbrigg Hall invites you to join as a Welcome and Service Assistant on a zero-hour contract. You'll greet visitors, answer queries and provide outstanding service across the estate, hall and garden, helping to grow our membership where possible.

Shifts include weekends and school holidays, with no evening or split shifts. You’ll work with a team of staff and volunteers in all weather, delivering memorable experiences and representing the National Trust values every day.

Qualifications

• Experience delivering friendly, helpful customer service.
• Able to work as part of a busy team and on your own initiative.
• Willing to work weekends, holidays and variable shifts.

Responsibilities

• Greet visitors and provide excellent information and service.
• Answer queries and share accurate information about the site.
• Support membership growth and participate in events and social media promotion.

Skills

Customer service oriented

Team player

Organised

Adaptable

Willing to learn

Job description

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.

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 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.

The package

• 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