Welcome Team Lead - Visitor Experience & Engagement

National Trust; Hartwith cum Winsley; On-site; GBP 20,000 - 24,000; Full time

Benefits offered by this job

Pension up to 10%

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

Employee assistance programme

Free parking

Job summary

National Trust is seeking a Welcome Manager I at Brimham Rocks to lead our Welcome Team and volunteers, ensuring a first-class visitor welcome and smooth day-to-day operations in the car park and visitor centre bookshop.

You’ll inspire your team, deliver exceptional service, grow income through memberships and gifts, and coordinate rota patterns for seasonal needs, emergencies and customer inquiries.

Qualifications

• Experience in visitor services or customer-facing environments.
• Inspiring people leader who develops staff and volunteers.
• Skilled at analysing data and using insights to improve performance.
• Calm and resilient when handling challenging situations or customer concerns.
• Strong communicator with stakeholders.
• Familiar with Microsoft Office and digital systems.

Responsibilities

• Lead and manage the Welcome Team and volunteers to ensure smooth daily operations in the welcome area and visitor centre bookshop.
• Inspire the team to deliver high standards of service and grow charitable income through memberships, retention and gifts.
• Manage rota and Duty Management responsibilities; be the front line for emergencies, inquiries or complaints.
• Collaborate with colleagues to improve visitor access and presentation in line with brand guidelines.
• Support the Property Operations Manager and contribute to wider site improvements.

Skills

Visitor services

People leadership

Data analysis

Calm under pressure

Strong communicator

Microsoft Office

Tools

Microsoft Office

Job description

National Trust is seeking a Welcome Manager I at Brimham Rocks to lead our Welcome Team and volunteers, ensuring a first-class visitor welcome and smooth day-to-day operations in the car park and visitor centre bookshop.

You’ll inspire your team, deliver exceptional service, grow income through memberships and gifts, and coordinate rota patterns for seasonal needs, emergencies and customer inquiries.