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Welcome Manager

1 month ago

Middlesbrough, Middlesbrough, United Kingdom National Trust Full time
Job Summary

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

You will work closely with the Visitor Experience & Operations Manager to develop the site offer and ensure the delivery of the highest standards of service and visitor experience. You will also be responsible for the day-to-day operation of the welcome area and ensuring the smooth running of the property.

This is an exciting opportunity to join our team and make a real difference to our visitors' experience. If you have a passion for delivering exceptional customer service and leading a team, we would love to hear from you.

Key Responsibilities
  • Lead the welcome team and ensure the delivery of outstanding customer service
  • Develop and implement the site offer in collaboration with the Visitor Experience & Operations Manager
  • Ensure the smooth running of the welcome area and the property
  • Manage the team of welcome staff and volunteers
  • Deliver training and development opportunities to the team
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
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