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Welcome Manager

3 months ago

Nottinghamshire, East Midlands, United Kingdom NATIONAL TRUST Full time

We have an exciting opportunity to lead a team of welcome staff & volunteers at the North Notts portfolio. You’ll be experienced in managing people, delivering outstanding customer service and leading on risk management.

You'll be required to work some weekends and bank holidays on a sequential basis.

This is a fixed term contract due to end when the previous employee returns from maternity leave. At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months.

You’ll join a vibrant, energetic and close-knit team who fully support each other in terms of wellbeing, progression, and opportunities. There are two properties in our North Nottinghamshire portfolio and you will manage the welcome function at both.

Clumber Park is currently the busiest pay-for-entry National Trust property, welcoming over 650,000 visitors annually.

Mr Straw’s House in Worksop is a modest semi-detached house that has remained virtually unchanged since the Straws moved there in 1923.

You’ll have overall responsibility for the Visitor Welcome team - their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer. This includes direct line management of two Grade 9 Welcome Managers and a small team of volunteers.

You'll lead on the day-to-day running of welcome operations, ensuring the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. Helping to deliver high standards of presentation across the portfolio, you will ensure all communications with our visitors are clear and consistent; from their initial welcome, the posters and signage, to written visitor feedback responses.

You’ll use your strong communication skills to both inspire and motivate the Welcome Team to grow support through membership recruitment, donations and low level giving.

As well as leading from the front to inspire and motivate the Welcome Team to deliver in their roles, much of your time will be spent ‘behind the scenes’; liaising with other department-heads to ensure a smooth and joined-up approach to visitor operations, planning ahead, monitoring and driving forward our Growing Support targets, ensuring Health & Safety procedures are adhered to and supporting the team administratively via the creation of rotas, submitting timecards, and managing performance

You'll also work as part of a rota to cover Duty Management responsibility for both Clumber Park and Mr Straw’s House; as the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust.

We'd love to hear from you, if you have:

  • 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)