Welcome & Service Assistant
5 months ago
As the public face of our properties, you’ll provide a warm, friendly welcome, give information about the property, answer questions and make sure everyone has an enjoyable and memorable visit.
**Salary**:£21,021 per annum pro rata **This role is based on annualised hours where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year.
**Contract/duration**:This is a permanent role
**Hours/working pattern**:1060 hours pa is almost 3 days per week. However this is an annualised hours role which means there is no set weekly pattern and you will be required to work more than 3 days during busier times to support property operations. This will then be reduced during quiet periods to ensure you hit the total outlined in the contract of 1060. You will be required to work weekends and bank holidays, and we also require flexibility both in and out of school term.
Ideally you'll be able to start as soon as possible to help support summer holiday events.
What it's like to work here:Reporting to the Welcome Manager, you’ll be part of a team of 6 in your immediate environment of Visitor Reception, but you are also part of a much larger welcome team of both staff and volunteers who support; the car park, welcome area, events, and facilities and other visitor experience roles. This role is based at Polesden Lacey.
**Please check your ability to travel here as Polesden Lacey is not situated near a bus or train route.**
Click here for more information about this location
Investing in you
We want you to learn, discover and develop your career. And we’ll do everything we can to offer you the training and support that you need to achieve your goals. We’ll work with you to plan your development in a way that’s right for your needs.
What you'll be doing:Day to day, you’ll deliver a great all-round customer service experience. You’ll be on hand answering queries and listen to what our visitors need so you can share the right information. Your role is to make sure our visitors have the best day they can. You’ll have the chance to be involved in different aspects of the visitor experience, from key property events to social media promotion - no two days are the same.
Great visitor experiences are in our nature, and we believe everyone should feel welcomed, appreciated and more engaged because of the excellent service you provide. This role would suit anyone with a passion for delivering great customer service.
Our Service Principles are:
- Create a great first and last impression
- Put visitors needs first, never last
- Do little things that make a big difference.
A typical day would be:
- Getting visitor reception ready, taking notes from the daily briefing so you know what tours are on, coach visits, mobility bookings etc
- Offering admission prices and explaining Gift Aid on Entry to visitors
- Learning about membership so you can offer and explain the benefits of being a Member
- Understanding the different ways of 'Growing Support' a key part of your role, this includes fundraising.
- Taking responsibility to for acting when experience hasn't met visitor expectations, owning the problem and resolving it on the day.
- Be able to have meaningful conversations with visitors and be responsive to visitor flow
- Celebrate success, talk about learning points, share feedback with your team colleagues and managers.
- Be accountable and confident to follow compliance procedures to 'Grow Support through Service'
- Who we're looking forCustomer focused with an understanding of the importance of great service
- A team player, but also can work on your own initiative
- Well organised and adaptable
- Willing to learn new skills
- Have a positive attitude
The packageThe 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)
- 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
Requirements :Compliance.Eligibility to Work in the UK
Permanent p/t (1060 hrs py)
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