Welcome & Visitor Experience Lead

National Trust for Places of Historic Interest or Natural Beauty; Basingstoke; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Substantial pension up to 10%

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

Employee assistance programme

Free parking

Job summary

The National Trust is seeking a Welcome Manager to lead the Welcome & Service team at The Vyne, Basingstoke. You will ensure a warm, engaging visitor welcome and a seamless journey from arrival to departure, working with staff and volunteers to deliver outstanding service.

You’ll manage day-to-day operations, develop teams, set objectives, use feedback and data to improve experiences, and help us achieve our visitor targets while complying with procedures and safeguarding policies.

Qualifications

• Experienced in visitor services or a related customer-facing environment.
• Inspiring people leader who develops and motivates staff and volunteers.
• Skilled at analysing data and using insight to improve performance and visitor experiences.

Responsibilities

• Lead the day-to-day operation of the welcome and visitor service areas, ensuring high standards of service and visitor experience.
• Support your team to resolve issues confidently and foster a welcoming culture for all visitors.
• Develop teams, set clear objectives and provide regular feedback to optimise performance.
• Support effective team communications and operational delivery across the property.
• Use visitor feedback and performance data to identify opportunities for improvement and innovation.
• Manage operational risks and ensure compliance with procedures and legislation.

Skills

Visitor services

People leadership

Data analysis

Calm under pressure

Communication

MS Office

Job description

The National Trust is seeking a Welcome Manager to lead the Welcome & Service team at The Vyne, Basingstoke. You will ensure a warm, engaging visitor welcome and a seamless journey from arrival to departure, working with staff and volunteers to deliver outstanding service.

You’ll manage day-to-day operations, develop teams, set objectives, use feedback and data to improve experiences, and help us achieve our visitor targets while complying with procedures and safeguarding policies.