Welcome Manager

2 weeks ago

Essex, United Kingdom NATIONAL TRUST Full time

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. As Welcome Manager, you'll head up the staff & volunteer team, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 


Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.

As the most senior person on site, you'll lead and empower your team to respond to customer enquiries and site issues. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

While working days will vary, there will be some weekend work required. You'll also be on the Duty Management rota.

Reporting to the Property Operations Manager, you'll be working in a small and friendly team across three beautiful and unique properties in the Essex and Suffolk Countryside Portfolio. You'll work closely with the Property Operations Manager and Visitor Experience Officer at Paycocke’s House, Grange Barn in Coggeshall and Bourne Mill in Colchester. You'll manage the team of Welcome Assistants and work with a number of volunteers to welcome our visitors and help them enjoy their visit. 

We'll support you every step of your journey, your line manager will guide you through your induction and make sure you have access to all training and development needs.

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.

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

During a duty manager shift, you'll be responsible for the day-to-day opening, working closely with the staff and volunteer team to ensure our visitors have a brilliant experience. 

To deliver this role successfully, you'll: 

  • have good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
  • be naturally curious about people, and with a enthusiasm to and experience of delivering the highest standards of customer service
  • have excellent organisational skills
  • be a confident leader, adaptable and responsive under pressure
  • have the ability to initiate service recovery without senior support
  • have good IT skills (all MS Office)

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