Welcome Manager - National Trust : Job Details

We have an exciting opportunity to lead the welcome offer at our properties and manage a small team of welcome staff and volunteers. As Welcome Manager for the Somerset Coast and Countryside, you will lead the staff & volunteer team, ensure amazing service and welcome at our sites, deliver on income targets and work with our countryside team to share our cause, enriching landscapes for nature and people.

The role will cover a variety of outdoors sites in Somerset, the main 3 being Fyne Court, Brean Down and the Holnicote Estate. There will be regular weekend working to ensure we deliver excellent service throughout the year. As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management. There will also be an opportunity to lead on fundraising opportunities throughout the portfolio to support our work in the countryside.

We are a friendly and ambitious team, striving to deliver well for our places and people. Being quite spread out, there does need to be a strong element of independent working in our portfolio, and there is a lot of cross-department working, with key links needed with the food and beverage and ranger teams.

Our places are all outdoors, so our main income streams are through car parks and membership, a love of the outdoors is essential. We have a large countryside team and links with their work conserving the countryside is important. We can be flexible with the main base for the role with offices at Fyne Court, North Somerset and Holnicote.

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.

You will have responsibility for the day to day operation of the welcome in our various sites and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

• Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment

• Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service

• Excellent organisational skills

• Confident leader, adaptable and responsive under pressure

• Ability to initiate service recovery without senior support

• Good IT skills (all MS Office)

The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

•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 

•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

Click here to find out more about the benefits we offer to support you.