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Welcome & Service Assistant Manager

2 months ago

Norfolk, United Kingdom NATIONAL TRUST Full time

You’ll be a key lead for growing support, leading and working alongside the Welcome Team to deliver exceptional service to our visitors and drive performance to achieve our fundraising targets to protect Blickling for the future. 

You'll work 22.5 hours per week. We are here when our visitors need us to be so some some weekend working will be required.

What it's like to work here

Reporting to the Visitor Welcome Manager, you’ll lead a team of nine Welcome & Service team members as well as our great volunteer team, in order to help visitors connect with Blickling in meaningful and impactful ways.

We are passionate about growing support for Blickling, and you’ll play a big part in building on this ambition alongside your team. You'll be focussed on exceptional service, growing supporter loyalty and looking after our thousands of supporters who come to enjoy everything Blickling has to offer.

The estate is made up of parkland, walks, cycle routes, a historic garden full of ancient trees, not to mention the magnificent Jacobean mansion sitting right at its heart. In addition to our core visitor attractions, we have various places to eat, shop and the largest second hand bookshop in the National Trust.

What you'll be doing

Within the Welcome team, you’ll be there to help look after our visitors, this includes leading and working alongside the team in busy receptions, on event days and in pop up welcome points across the estate. You’ll also be working towards achieving our membership and growing support targets while supporting and motivating team members in partnership with your peers. 

Your role will be to lead the Welcome team on the ground to ensure that our supporters feel connected to our cause every time they visit. Whatever the day, you can be sure of variety, new challenges and experiences to keep you and the team feeling motivated and fulfilled.

You'll be focused on inspirational leadership and growing support for our charity, this helps us look after Blickling, for everyone, for ever.

Who we're looking for

We'd love to hear from you if you’re:

  • experienced in visitor services, in the tourist or heritage sector
  • naturally curious about people, with an understanding of how to achieve the highest standards of customer service
  • able to work to sales targets, and confidently sell the benefits of becoming a member
  • well-organised and motivated
  • willing to learn new skills, with a ‘can-do’ attitude
  • comfortable with 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.