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Welcome & Service Manager

1 month ago

Shrewsbury, United Kingdom National Trust Full time
Summary

We have an exciting opportunity to lead a team of welcome staff and volunteers at Attingham Park. As Welcome Manager, you'll head up the staff & volunteer team of 13 members of staff and a team of 40+ volunteers, to welcome our visitors and help them enjoy their visit. As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues. You'll be experienced in managing people, delivering outstanding customer service and leading on risk management.

You'll work 37.5 hours per week which will include regular weekend and bank holiday working.

This role is required to work with vulnerable groups including children and any offer of employment or volunteering is subject to a satisfactory enhanced DBS check.

Internally you'll be known as a Welcome Manager.

What it's like to work here

Reporting to the Visitor Experience and Operations Manager your main place of work will be Attingham Park, however you and your team support regularly with the opening and closing of all areas of the portfolio including Sunnycroft, Cronkhill and Town Walls Tower.

You'll join the rota for duty management responsibilities throughout the year where you'll act as the key point of contact for all visitor enquiries and operational challenges across the site. This could be co-ordinating carparking on a busy weekend, responding to a First Aid incident on the Mile Walk or answering visitor enquiries via telephone, email or social media.

Click here for more information about this location What you'll be doing

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 be responsible for delivering the 'Growing Support' strategy and associated targets for the portfolio to engage with our visitors in supporting our charitable cause. This includes membership sales targets and donations to help fund essential conservation work to look after our special places, for ever, for everyone.

Who we're looking for

To deliver this role successfully, you'll need:

  • to be a confident leader, adaptable and responsive under pressure
  • excellent organisation and communication skills
  • to be naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
  • a keen eye for detail and the ability to work at pace
  • the ability to deliver operational growing support targets
  • excellent IT skills
The package

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)

•Tax-free childcare scheme

•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.

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