Welcome Manager

5 days ago


Sunderland, United Kingdom National Trust Full time

Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at Souter Lighthouse. As Welcome Manager, you will head up the staff & volunteer team, to welcome our visitors and help them enjoy their visit. You will lead and empoweryour team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

What it's like to work here Souter Lighthouse, an icon of the North-East was the first lighthouse in the world designed to use electricity. Acquired by the National Trust in 1989, the machinery is in full working order, although no longer in use as a lighthouse. Surprisingly extensiveinside, the complex now houses activity rooms, a shop, café and 2 holiday cottages. Visitors can learn about life as lighthouse keeper and climb the 76 steps to the top of the tower.

Click here for more information about this location What you'll be doing You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Senior Welcome Manager and Visitor Experience & Operations Manager.

Who we're looking for
- Good practical experience in visitor business,in tourist, heritage or relevant visitor services environment
- Naturally curious about people, and with a passion 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)
The package The National Trust has the motto ‘For everyone, for ever’ at its heart. We’re working hard to create an inclusive culture, where everyone feels they belong. It’s important that our people reflect and represent the diversity of the communities and audienceswe serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

Wherever you’re from, and whatever your background, we want to hear from you - and it doesn’t matter if you’re jam first, cream first, or even if you don’t like scones at all. Everyone is welcome.

Benefits for working at the National Trust include:

- Flexible working whenever possible
- Free parking at most locations
- Free entry to our properties for you, a guest and your children (under 18)
- Substantial pension scheme of up to 10% basic salary

Click here to find out more about the benefits we offer to support you.


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