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Welcome Manager

2 months ago

Northumberland, United Kingdom NATIONAL TRUST Full time

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As a Grade 9 Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays, 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 and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

Hours: 30 hours per week 

Salary: £26,868

Contract: Permanent 

Interviews: w/c 23rd September

If you have any questions about this role please contact: james.uttley@nationaltrust.org.uk

What it's like to work here

The Farne Islands, already one of Europe’s most important nature reserves, attracts a significant number of visitors and extensive media coverage every year. Like Lindisfarne Castle, the islands can act as a portal for a significant number of people, introducing them to the wider coast, the outdoors, and the organisation as a whole. The whole of the Northumberland Coast, renowned for the quality of its beaches and dramatic stretches of unspoilt coastline, offers a sense of freedom and discovery.

What you'll be doing

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Grade 8 Welcome Manager to develop the site offer.

You will 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 will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

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)
  • 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