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Welcome Manager
3 months ago
Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at three small properties in West Dorset, including Clouds Hill, Hardy's Cottage & Max Gate.
As Welcome Manager, you will line manage the staff & volunteer team to welcomeour visitors and help them enjoy their visit.
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 andleading on risk management.Shift patterns:
Working three days in the week and alternate weekends from March to end of October. Reduced working hours between November and February while the houses are closed to visitors. This role is based on 1365 annualised hours, where the amountof hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year
This is a fixed term role until the end of February 2024.
What it's like to work here The Welcome Manager will report into the Property Operations Manager, who oversees management of the three properties.
The Welcome Manager will join the Head of Departments team, working closely with our Senior Collections & House Officer, Senior Gardenerand Visitor Experience Officer.
This is an exciting opportunity to work at the homes of Thomas Hardy and T.E. Lawrence to help grow support to look after these special places.
What you'll be doing You'll have overall responsibility for the team, and their safety and working practices, working closely with the Property Operations Manager to deliver our strategic aims, specifically in Growing Support for the National Trust.
This will include coachingyour team to deliver excellent service, meeting membership targets, exploring creative ways for fundraising, developing our second-hand bookshop and working with our partners to develop new volunteering opportunities to support our offer.
Who we're looking for- Good practical experience in visitor business, in tourist, heritage or relevant visitor services environment
- 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)
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 properties for you, a guest and your children (under 18)
- Tax free childcare scheme
- Rental deposit loan scheme
- Season ticket loan
- Perks at work discounts i.e. gym memberships, shopping discount codes, cinema discounts
- Flexible working whenever possible
- Employee assistance programme
- Free parking at most locations
- Independent financial advice
