Bureau Manager

We are seeking an experienced and passionate Welcome Manager to lead our team of welcome staff and volunteers at our property. As the most senior person on site, you will be responsible for delivering outstanding customer service and leading on risk management.

Working closely with the Visitor Operations Manager and one other Welcome Manager, you will be part of the team that inspires and encourages the Welcome team to welcome our visitors from all over the world to this special place.

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.

Key responsibilities include:

• Leading and empowering the Welcome team to deliver exceptional customer service
• Developing and implementing effective risk management strategies
• Working closely with the Visitor Operations Manager to develop the site offer
• Ensuring the delivery of the highest standards of service and visitor experience

We are looking for someone with:

• 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

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 offer a range of benefits, including:

• 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.