Customer Experience Leader

3 days ago


Exeter, Devon, United Kingdom The National Trust Full time

The National Trust is a leading conservation organisation with a wide range of properties and sites across the UK. As a Welcome Manager at Killerton, you will play a key role in delivering exceptional customer experiences to our visitors.

We are offering a salary of £35,000 - £40,000 per annum depending on experience.

Job Description:

You will be responsible for leading a small team of welcome staff and volunteers, providing outstanding customer service and ensuring the highest standards of visitor experience are maintained. You will work closely with the Visitor Experience & Operations Manager to develop the site offer and ensure the delivery of excellent service and visitor experience.

As a confident leader, you will have excellent organisational skills, be adaptable and responsive under pressure, and have the ability to initiate service recovery without senior support. You will also have good IT skills, including all MS Office applications.

You will engage with all our visitors to inspire support through membership, help visitors to enjoy their stay, and provide a friendly face of the National Trust to thousands of visitors.

Requirements:
  • Naturally curious about people, 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)
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.

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