Welcome & Service Team Member - Stourbridge

National Trust; Stourbridge; On-site; GBP 12,000 - 15,000; Part time

Benefits offered by this job

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 whenever possible

Employee assistance programme

Free parking at most Trust places

Job summary

National Trust is seeking a customer-focused team member to help deliver excellent visitor experiences at the Rock Houses. The role involves opening each morning, handling reception, and supporting events, with a busy, varied schedule across three levels of the site.

The position requires flexibility due to a zero-hour contract and will involve weekends and Bank Holidays. A strong team ethic and willingness to learn new skills will help you thrive in this friendly, visitor‑facing environment.

Qualifications

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

Responsibilities

• Deliver an excellent all-round customer service experience.
• Answer queries and listen to visitors' needs to guide their visit.
• Open the Rock Houses and visitor reception each morning; ensure site is clean and welcoming.
• Support setup and delivery of events and assist with operational tasks.
• Close the property, cash up, and clean visitor facilities at day end.
• Adapt to changing priorities while maintaining an outstanding visitor experience.

Skills

Customer focused

Team player

Organised

Willing to learn

Positive attitude

Job description

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.

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

The National Trust is committed to promoting and preserving those places of natural beauty and historic interest for which it has the privilege to be responsible for the benefit of the nation, for everyone for ever.

The Trust is proud of what has been achieved over the last 126 years and is determined to maintain those high standards of conservation, stewardship and curatorial care for which it has been recognised throughout the world. Its achievements have enabled the general public and the Trust's members and visitors to enjoy and appreciate the countryside, coastline, gardens, historic buildings and collections, all of which encapsulate so much of the history of England, Wales and Northern Ireland. There is a duty to tell that history in a complete, balanced and accurate way, and without judgement. The National Trust continues as a guardian of the past, and for the future, to uphold its duty to maintain and enhance what has been entrusted to its care.

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