Welcome Manager

2 weeks ago

BerwickuponTweed, United Kingdom National Trust Full time

Summary

Are you an enthusiastic and confident leader who can inspire and motivate our Visitor Welcome team to create an amazing experience for our visitors? We’d love you to bring your dedication and ambition to the Northumberland Coast Portfolio.

Day to day your main focus will be promoting and enabling to the access to the Farne Islands alongside our partners. Alongside this, you’ll help with the day-to-day operation of Lindisfarne Castle.

What it's like to work here

You’ll be part of the wider Northumberland Coast Visitor Welcome team, which includes both Lindisfarne Castle and the Farne Islands. You’ll be predominately based at Seahouses Harbour, although very much be involved in the wider portfolio team.

This role will include regular weekend and bank/school holiday work.

The Farne Islands, already one of Europe’s most important nature reserves, attracts a significant number of visitors and extensive media coverage every year. Like Lindisfarne Castle, the islands can act as a portal for a significant number of people, introducing them to the wider coast, the outdoors, and the organisation as a whole. The whole of the Northumberland Coast, renowned for the quality of its beaches and dramatic stretches of unspoilt coastline, offers a sense of freedom and discovery.

What you'll be doing

You’ll primarily be responsible for the day to day running of the admissions operation at Seahouses Harbour, where you and your team will be the first friendly face welcoming everyone on their journey to the Farne Islands. Additionally, you will be required to be at Lindisfarne Castle to help supervise the team there.

Leading the team to welcome over 90,000 visitors every year (combined total for both sites), you’ll engage with all our visitors to gain their support through fundraising and membership whilst helping our visitors have the best experience possible. You will be working independently which means you’ll have to make quick decisions, using sound judgement, in line with National Trust guidelines/policies.

You’ll be responsible for ensuring the day-to-day management of resources, this includes people management – training, stretching targets, financial resource, and income. It will also include managing risk in terms of health and safety, compliance, cash handling and personal data.

Our admissions operation for the Farne Islands is situated on a busy harbour so in this role you will have experience of working closely with a vast array of people, including stake holders, third party companies and colleagues from different areas of business.

This role also includes duty management responsibilities.

Who we're looking for

We’d love to hear from you if you have the following skills and experience: 

good practical experience in a customer service environment naturally curious about people, and with a commitment for delivering exceptional standards of customer service  confident leader, adaptable and responsive under pressure  experience of inspiring and motivating others through leading, coaching and role modelling  excellent people skills, enabling strong relationships, both externally and internally  experience of working to multiple deadlines and managing own workload  outstanding organisation and planning skills, and a good eye for detail  excellent communication skills, both verbal and written 

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 audiences we serve. We welcome and value difference, so when we say we’re for everyone, we want everyone to be welcome in our teams too.

•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

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