Welcome Manager, NATIONAL TRUST

Job content

NATIONAL TRUSTSummaryWe have an exciting opportunity to lead a small team of welcome staff and volunteers at the Somerset Coast and Countryside. Our Portfolio is a wide ranging and exciting group of properties, with our main welcome sites at Brean Down, Fyne Court and the Holnicote Estate.You’ll manage the welcome for the portfolio, with main responsibilities including leading the welcome team, crafting imaginative and interactive opportunities, working to and handling budgets as well as working with the wider team to showcase the outstanding work we do for Land, Outdoors and Nature.Somerset Countryside is filled with incredible stories of environmental work, from our beaver enclosure at Selworthy to the grasslands of Cheddar Gorge, the coastal reaches of Sand Point and the history of Wellington Monument. You’ll head up the team, including working on nominated weekends and bank holidays. As the most senior person on site, you’ll lead and empower your team to respond to customer enquiries and site issues as the face of the National Trust.What It’s Like To Work HereAt Somerset, we have a focus on land and nature, with a large ranger team who you and your team will work closely with on engagement. We’re geographically a large patch and need you to cover the visitor facing sides of each property.The role will need a lot of flexibility, as working days can range from overseeing the Brean Down beach hut, emptying donation posts around the Mendips, to checking car parking machines in the countryside and running back office banking. The team you’ll manager can change size depending on the time of year; We have 2 permanent members of the team and recruit seasonally for the lively periods.What You’ll Be DoingYou’ll have overall responsibility for the team, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer. Running the day to day operation of the rota and ensuring the delivery of excellent service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies.You’ll be using your creativity and communication skills both to encourage and empower staff and volunteers, helping provide the friendly face of the National Trust to thousands of visitors. By applying your high level of competence, you’ll be able to supply service recovery without other senior support on site. You’ll also engage with our visitors to inspire support through membership.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 packageThe 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)
• Tax free childcare scheme
• Rental deposit loan scheme
• Season ticket loan
• Perks at work discounts i.e. 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 locations
• Independent financial advice