Welcome Manager

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team to welcome our visitors and help them enjoy their visit.

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 have experience of working to achieve targets.

This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year. During our open season (March - October) and for 3 weeks in December you'll work 5 days per week, but could work as little as 1 day per week during our closed periods.

If you have any questions about the role, please contact:

Interviews will be held on the 18th April.

Reporting to the Visitor Operations and Experience Manager, you'll be the most senior member of the Welcome Team at Chastleton. Your role will be varied and rewarding, and the team are at the forefront of sharing Chastleton's unique history and the first point of contact for growing support on property.

We are a small but hardworking team, who work closely together to offer the best experience for our visitors. You'll work closely with the Senior Collections & House Officer and Senior Gardener to deliver a cohesive visitor experience. The atmospheric atmosphere at Chastleton is the perfect environment to engage people with our cause, and grow support through our work.

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 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'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. You'll lead the growing support ambitions for the property, following membership and commercial targets each year as well as leading on on-property fundraising including looking after our second-hand bookshop.

Who we're looking for:

• 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)