Welcome & Visitor Experience Manager - Lead a Team

National Trust; Basingstoke; On-site; GBP 25,000 - 30,000; 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

Discounts on gym, shopping, cinema

Holiday allowance up to 32 days

Flexible working

Employee assistance programme

Free parking

Job summary

The National Trust is seeking a Welcome Manager at The Vyne, Sherbourne St John, Basingstoke, RG24 9HL, to lead the Welcome & Service team and deliver outstanding visitor experiences from arrival to departure. This role focuses on creating a warm, engaging welcome that inspires support and loyalty while collaborating across the property to maintain high service standards.

You will develop teams, set clear objectives, and use feedback and performance data to drive improvements, balancing guest

Qualifications

• Experience 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 welcoming culture.
• Develop teams by setting clear objectives and providing regular feedback.
• Support effective team communications and operational delivery across the property.
• Plan visitor engagement activities and help achieve targets.
• Use visitor feedback and performance data to identify opportunities for improvement and innovation.

Skills

Visitor services

People leadership

Data analysis

Communication

MS Office

Tools

Microsoft Office

Job description

The National Trust is seeking a Welcome Manager at The Vyne, Sherbourne St John, Basingstoke, RG24 9HL, to lead the Welcome & Service team and deliver outstanding visitor experiences from arrival to departure. This role focuses on creating a warm, engaging welcome that inspires support and loyalty while collaborating across the property to maintain high service standards.

You will develop teams, set clear objectives, and use feedback and performance data to drive improvements, balancing guest