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Welcome Manager

2 months ago


Colchester, Essex, United Kingdom The National Trust Full time

About the Role

We are seeking a highly skilled and experienced Welcome Manager to lead our team of welcome staff and volunteers at our heritage sites. As the most senior person on site, you will be responsible for delivering outstanding customer service and ensuring that our visitors have a brilliant experience.

Key Responsibilities

  • Lead and empower a team of welcome staff and volunteers to provide exceptional customer service and ensure the delivery of the highest standards of visitor experience.
  • Develop and implement strategies to improve customer satisfaction and loyalty, working closely with the Visitor Experience & Operations Manager.
  • Manage the day-to-day operation of the welcome area, ensuring that all visitors receive a warm and welcoming experience.
  • Use your creativity and communication skills to inspire and motivate your team, and to help provide the friendly face of the National Trust to thousands of visitors.
  • Engage with all visitors to inspire support through membership, and help visitors to enjoy their stay.
  • During a duty manager shift, be responsible for the day-to-day opening, working closely with the staff and volunteer team to ensure our visitors have a brilliant experience.

Requirements

  • Good practical experience in visitor business, in tourist, heritage or relevant visitor services environment.
  • Naturally curious about people, and with a enthusiasm 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).

About Us

The National Trust is a charity that protects and preserves historic sites and green spaces for future generations. We are committed to creating an inclusive culture, where everyone feels they belong. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

What We Offer

  • 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.