Welcome Manager
4 weeks ago
About the Role
We are seeking an experienced Customer Service Lead to join our team at the National Trust in North Devon. As a key member of our Visitor Experience team, you will be responsible for leading a team of Welcome & Service Assistants and volunteers across our coastal car parks.
Key Responsibilities
- Lead a team of Welcome & Service Assistants and volunteers to deliver exceptional customer service and ensure a warm and welcoming experience for visitors.
- Support the team to achieve financial budgets, including membership recruitment targets, and monitor targets and statistics to ensure success.
- Work closely with the Experience & Visitor Programming Manager to set positive and challenging objectives and ensure the day-to-day operation and presentation of the welcome areas meet high standards.
- Engage with visitors to inspire support through membership and help them enjoy their visit.
- Use strong communication skills to keep the team informed and ensure a close link between the team and the rest of the portfolio.
Requirements
- Good practical experience in visitor business, tourist, heritage, or relevant visitor services environment.
- Naturally curious about people and with a passion to deliver 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 the National Trust
The National Trust is a charity that protects and preserves the UK's most beautiful and historic places for everyone to enjoy. We are committed to creating an inclusive culture where everyone feels they belong. We welcome and value difference, and we are working hard to ensure our teams reflect and represent the diversity of the communities and audiences we serve.
Benefits
- 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.
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