Welcome Manager

Job description

We have an exciting opportunity to lead a small team of visitor experience staff and volunteers at property. As Welcome Manager, you will head up the staff & volunteer team, on nominated weekends and bank holidays and midweek to welcome our visitors and help them enjoy their visit. As one of the most senior people 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. You’ll be experienced in managing people, delivering outstanding customer service, delivering on programming and visitor experience, and leading on risk management.

Historic house and intimate gardens, a hidden oasis on the edge of a West Yorkshire town.

Hundreds of years ago this West Yorkshire manor was a thriving farming estate. Today the house tells tales of the ambition, success, and failure of those who lived and worked here and the barn displays the 400 year-old markings of proud craftsmen.

The gardens can be enjoyed at any time of the year, and seasonal highlights include the scented herb border in spring, cottage garden flowers in summer and trees laden with apples, pears and figs in autumn. The play area, mud pie kitchen and den building corner give opportunities for families to come together and enjoy outdoor natural play.

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You’ll have overall responsibility for the welcome team, and their safety and working practices, working with colleagues such as Marketing Lead, Collections & House Officer and reporting into the Operations Manager to develop the site offer.

You will have responsibility for the day to day operation of the welcome area and visitor experience across all the site and ensure the delivery of the highest standards of service and visitor experience, using sound judgement and decision making, in line with National Trust guidelines and policies. You will create trails, programming so that we have an exciting offer for people to visit us. You’ll be using your creativity and communication skills both to inspire and motivate your staff and volunteers, and to help provide the friendly face of the National Trust to thousands of visitors. You will be applying your high level of competence to deal with service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay. You will ensure that programming is planned, delivered timely and that you engage with volunteers, regional staff and staff on site to deliver.

Please also read the full role profile attached.

• Good practical experience in a visitor business

• 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

• Creative and able to plan and deliver programming

• Ability to initiate service recovery without senior support

• Good IT skills (all MS Office)

Benefits for working at the National Trust:

• Flexible working whenever possible

• Free parking at most locations

• Discounts in high street stores, cinemas, National Trust properties and cafes.

• Free entry to our properties for you, a guest and your children (under 18)

• Generous annual leave

• Subsidised health cash plan

• Free 24-hour support service

• Substantial pension scheme of up to 10% basic salary

• Training & Development tailored to you

• Up to 5 days of paid volunteering for you.

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