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Welcome Manager

2 months ago

London, Greater London, United Kingdom NATIONAL TRUST Full time

We have an exciting opportunity for a Welcome Manager to lead and manage a small team of volunteers at Sutton House.

You'll lead the day-to-day visitor operation and the delivery of events at the property, empowering your team to respond to customer enquiries and site issues. You'll also head up the welcome area and team and the bookshop project.

The advertised salary is inclusive of the Inner London weighting allowance of £4,465 (full time equivalent, pro-rata to £2,232.50 for the hours worked).

Interviews: w/c 12 August 2024

One of London's last remaining Tudor houses, Sutton House was built in 1535 by Sir Ralph Sadleir. A fixer for Thomas Cromwell, by 1540 he was Secretary of State to Henry VIII - and this was his family home.

Over five centuries, Sutton House has survived swathes of London's radical social and political change by adapting to the world around it: it was a Victorian school, a church institute in World War One, a Trades Union office in the 1960s and '70s and a punk squat in the 1980s.

Today we work with local communities and partners to run events and activities so everyone can enjoy this beautiful space. We have also reclaimed some of the nearby land to create an award-winning garden: 'The Breaker's Yard' playfully celebrates its industrial past. You'll be part of a team of duty managers and welcome our visitors and help them enjoy their visit. You'll be responsible for the Welcome team and their safety and working practices, working closely with the House and Gardens Manager to develop the site offer.

You'll be part of the weekly duty manager roster and there is regular weekend and occasional evening work to share our place with our visitors, community, and supporters.

You'll work regular Fridays and Sundays with one weekend off in four.

You'll have responsibility for the day-to-day operation of the property 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.

Using your creativity and communication skills, you'll inspire and motivate your staff and volunteers to help provide the friendly face of the National Trust to thousands of visitors.

You'll engage with all our visitors to inspire support through fundraising, membership and help visitors to enjoy their stay.

You'll enjoy telling visitors about our fascinating history, sharing tales from the past.

You'll engage with potential corporate and hospitality clients and lead on the delivery of events.

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
  • Some experience of risk management.
  • Ability to initiate service recovery without senior support
  • Good IT skills (all MS Office)