Welcome and Service Manager

4 weeks ago


Shrewsbury, Shropshire, United Kingdom National Trust Full time
About the Role

We are seeking a highly skilled and experienced Welcome and Service Manager to lead our Welcome team across the Attingham Estate. As a key member of our property leadership team, you will be responsible for delivering exceptional visitor experiences and ensuring that our service standards are always high.

You will have overall responsibility for the staff and volunteer teams at Visitor Welcome and the Grooms Second Hand Bookshop, ensuring that they are engaged and motivated to provide outstanding customer service. You will also be responsible for the day-to-day operation of our welcome areas and the bookshop, delivering the highest standards of service and visitor experience.

As a key point of contact for all visitor enquiries and operational challenges across the site, you will be required to work regular weekends and bank holidays. You will also be part of the property leadership team, working with other heads of department to deliver the functioning and coordination of the visitor operation.

To be successful in this role, you will need to have excellent organisation and communication skills, the ability to demonstrate and inspire others to deliver outstanding customer service, and a keen eye for detail and the ability to work at pace.

We offer a range of benefits, including a substantial pension scheme, free entry to National Trust places, and a rental deposit loan scheme. We also offer flexible working whenever possible and an employee assistance programme.

Key Responsibilities
  • Lead the Welcome team across the Attingham Estate
  • Deliver exceptional visitor experiences
  • Ensure high service standards are maintained
  • Manage staff and volunteer teams
  • Coordinate car parking, respond to visitor enquiries, and manage operational challenges
Requirements
  • Confidence and ability to adapt quickly in a busy visitor service environment
  • Excellent organisation and communication skills
  • Ability to demonstrate and inspire others to deliver outstanding customer service
  • Keen eye for detail and ability to work at pace
  • Good IT and supporting applications skills


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