Welcome & Visitor Experience Manager

National Trust; United Kingdom; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension scheme upto 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 to lead the Welcome & Service team and deliver outstanding visitor experiences from arrival to departure. You will work with staff and volunteers to ensure a warm, efficient welcome and to support the charity's mission.

You will manage day-to-day operations of the welcome and visitor services, develop teams, set objectives, use feedback and data to improve performance, and collaborate across the property to achieve targets.

Qualifications

• Experienced in visitor services or a related customer-facing environment.
• An inspiring people leader who enjoys developing and motivating staff and volunteers.
• Skilled at analysing data and using insight to improve performance and visitor experiences.
• Calm and resilient when dealing with challenging situations or customer concerns.
• Strong communicator who can build strong relationships with a variety of stakeholders.
• Confident using Microsoft Office and other digital systems to support operational delivery.

Responsibilities

• Lead the day-to-day operation of our welcome and visitor service areas, ensuring high standards of service and visitor experience.
• Support your team to resolve issues confidently and create a culture where visitors feel welcomed and valued.
• Develop teams, setting clear objectives and providing regular feedback to help individuals and teams perform at their best.
• Support effective team communications and operational delivery across the property.
• Collaborate across the property to plan visitor engagement activities and help achieve targets.
• Use feedback and performance data to identify opportunities for improvement and innovation; manage operational risks.

Skills

Visitor services

People leadership

Data analysis

Communication

MS Office

Customer service

Tools

Microsoft Office

Job description

National Trust is seeking a Welcome Manager to lead the Welcome & Service team and deliver outstanding visitor experiences from arrival to departure. You will work with staff and volunteers to ensure a warm, efficient welcome and to support the charity's mission.

You will manage day-to-day operations of the welcome and visitor services, develop teams, set objectives, use feedback and data to improve performance, and collaborate across the property to achieve targets.