Welcome Manager - National Trust : Job Details

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. As the most senior person on site, you'll 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.

This is a fixed term contract due to end when the previous employee returns from maternity leave. At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

You will be leading and empowering a team of 9 Visitor Welcome Assistants to deliver an exceptional welcome to all visitors to Kedleston. 

As we continue to experience visitor and audience growth at Kedleston, you'll champion accessibility and high presentation standards and inspire the team to share our cause. You’ll work with the wider team to ensure daily operations run smoothly and you’ll be part of a Visitor Experience Duty Manager rota, where you’ll provide support for the wider visitor experience team; this includes weekdays as well as some weekends.

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'll have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using good 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'll be applying your high level of competence to deal with service recovery without senior support being on site.  You'll engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

A typical day might see you liaising with the volunteers in your team, including accessible buggy drivers, dog ambassadors and welcome assistants, preparing future staff rotas or hopping on a till to help queue bust. You’ll keep the visitor welcome team well informed about what is happening on property to enable brilliant communications to visitors and support and empower the team to meet our membership recruitment ambitions. 

To deliver this role successfully, you'll need: 

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

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

• excellent organisational skills

• to be a confident leader, adaptable and responsive under pressure

• the 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.