Welcome Manager

4 weeks ago

Ambleside, United Kingdom The National Trust Full time
Welcome Manager - Ambleside

Summary

As a Welcome Manager, you will lead a team of Welcome Assistant’s and volunteers, you’ll be a role model for how it should be done and you’ll support the team to ensure everyone plays their part in a warm and welcoming team culture, resulting in a property welcome like no other.

Working across the Langdale valley you will support visitor management in our car parks at peak times, leading the team to deliver great visitor engagement, upholding our high presentation standards, and working towards achieving financial budgets. You will also provide duty management cover for the team.

The role will include weekend working, with an emphasis on school holidays and bank holidays.

A driving license is essential for this role.

Salary: £23868 Pro Rata

Contract: Permanent 

Interviews: 27th June

Hours: 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

If you would like to discuss the hours of this role further, please contact Catherine.Douglass@nationaltrust.org.uk



What it's like to work here

The Langdale valley, formed by fire and ice, is home to a wealth of history. Its iconic fells and valleys naturally shaped over thousands of years, is now a destination for thousands of visitors each year to explore.

Educational pioneer George Trevelyan, and writer Beatrix potter both owned and farmed land in Langdale and both donated estates to the National Trust. To this day we continue to work with NT tenant farmers to enhance nature and keep the outdoors accessible for our visitors.  

Generations of visitors come back year after year, meeting friends and family, sharing stories in the comfort of the pubs and campsite. Where the warm Cumbrian welcome and familiar faces, bring a sense of belonging to all. 

This role will mainly be based in the Langdale valley, but you may be asked to work in other locations with prior arrangement. 



What you'll be doing

Every day is different but the one thing that remains the same is the desire to provide outstanding service at every opportunity. As a role model for what outstanding service looks like, you will support the senior welcome manger in leading the visitor operations team, ensuring we are welcoming our visitors and tailoring your service to meet their every need.

As someone who is experienced in customer service, you’ll deal with any difficult situations with professionalism, make good decisions and resolve problems or concerns. You’ll support, encourage and identify ways to get the best from the team and work with the senior Welcome Manager to set positive and challenging objectives.

Working across the valley, you’ll lead for outstanding customer service and efficiency to ensure that every visitor is well looked after; service and presentation standards remain high; managing budgets and monitoring targets and statistics to ensure you’re always on top of your game.

You’ll use your strong communication skills to make sure everyone within your team knows what’s happening when, keeping that close link between your team and the rest of the property, so others know how they can help you too. Where necessary, you’ll support wider programming opportunities and activities, ensuring those quality conversations continue right throughout the visitor journey.



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)


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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