Welcome & Service Team Member - Rothbury

National Trust; Morpeth; On-site; GBP 15,000 - 21,000; Full 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 + buy‑

Flexible working whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

Cragside in Northumberland seeks a Welcome & Service Team Member to deliver outstanding customer service and actively promote National Trust membership. You’ll work outdoors in all weather, guide visitors, answer queries and help ensure a positive, welcoming experience.

Reporting to the Welcome Manager, the role supports a busy site with varied shifts and a focus on weekend and holiday coverage. The position is permanent, with 400 hours per year and a pay rate of £13.25 per hour.

Qualifications

• 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

Responsibilities

• Work in key visitor areas, delivering outstanding customer service and promoting National Trust membership.
• Answer queries at two active car lanes, listen to visitor needs and share information to enhance the visit.
• Help meet commercial targets while delivering a seamless visitor experience and welcoming guests.

Job description

Cragside, set in the stunning Northumberland countryside, is one of the most popular visitor attractions in the North East, welcoming around 250,000 visitors annually and open 363 days a year. Reporting to the Welcome Manager, you'll join a high-performing team of 13 Welcome & Service Team Members, working closely with other staff and volunteers to care for Cragside and deliver exceptional experiences. The Welcome Team operates predominantly outdoors in all weathers, in a fast-paced environment where visitor numbers fluctuate throughout the day and year. Busy days can see over 1,400 visitors, rising to more than 2,000 on peak occasions. Morning admissions are typically the busiest due to Cragside's long dwell times. We value our people and offer ongoing training, mentoring, and development to support you in your role. Plus, the views from your "office" are spectacular!

What you'll be doing You'll work in key visitor areas, setting the standard for exceptional customer service and membership recruitment. Using sound judgement and National Trust guidelines, you'll help the team meet commercial targets and deliver a seamless visitor experience. Day to day, you'll deliver outstanding customer service. Working between two active car lanes of arriving visitors, you'll be on hand answering queries, listen to visitor needs, and share the right information to help them make the most of their visit. Membership growth is central to what we do. You'll actively promote the benefits of becoming a National Trust member and respond to visitor queries with professionalism and care. As a passionate ambassador for the Trust, you'll take pride in welcoming more people to enjoy and support our work. Every day will be varied, rewarding, and full of opportunities to make people smile. 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. 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.

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

Salary: 13.25 an hour.

Contract Duration: Permanent (commencing 1st January 2027) Working Hours: You'll work 400 hours per year. 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 12 equal instalments over the year.

Working Pattern: Your working pattern will vary in line with business needs, with a focus on weekends, school holidays and Bank Holidays. During peak season (February half-term to October half-term, and December), shifts typically start at 9:30am or 9:45am. Outside of peak season (November, and January to February half-term), shifts typically start at 10:30am or 10:45am. The majority of shifts will finish at 2pm, with occasional shifts finishing at 4pm. Flexibility is important as schedules may change, although we'll aim to provide as much notice as possible. On average, this role will be working two days per week. During busy periods, you may be required to work up to four days per week.

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