Welcome & Service Assistant

Job description

Working within a bustling atmosphere as part of passionate team this role as a Welcome & Service Assistant, plays a core part in providing fantastic customer service.

This role is an hourly paid, fixed term role. Wherever possible we aim to offer a consistent working pattern, but we’re looking for flexibility as it may be necessary for us to alter this pattern from time to time to suit the needs of the business. We’d give you as much notice of this as possible.

The Lanhydrock estate comprises a grade 1 listed mansion set in a 25 acre garden and surrounded by 910 acres of countryside. The property is presented today at its late Victorian zenith when it was the home of Thomas, 2nd Lord Robartes, his wife Mary and their large family who were looked after by a staff of 80. The property offers a fascinating insight into the workings of a country estate, both above and below stairs.

In 2014 the outdoor offer was expanded to include 14km of off-road cycle trails, skills area and a cycle hire business. The cycle hire runs year-round (every day except 25 Dec) and as such the post-holder is expected to work weekends and bank holidays on a rotational basis.

The property welcomes around 500,000 visitors a year to its wider estate and 40,000 users to the trails.

For more information about our property please visit lanhydrock

As the largest conservation charity in Europe we work hard to raise funds, so that we can continue to care for all the heritage in our trust. Visitors are a vital part of what we do, so you’ll be responsible for ensuring that you provide an excellent service to all our visitors, every day. As a Welcome & Service Assistant, it’s your role to ensure that the welcome our visitors receive is perfect, setting them up for an amazing experience for the rest of the day.

You’ll be responsible for answering queries and making sure visitors can find everything they need for their visit. Understanding how and why we engage our supporters is key. Working with our spirit of place you’ll work with the visitor welcome team to link everything we do back to our cause and the on-going work we do.

You’ll deliver high standards of presentation at the property, and ensure all our communications with our visitors are clear and consistent, from the first click on the website, to the posters and signs around the property.

• Can demonstrate an empathetic, understanding and adaptable approach to different people’s needs, with a passion to deliver the highest standards of customer care.
• Proven experience of working to measurable targets
• Good team worker- flexible and adaptable and willing to grow experience and skillset across several different operation aspects of the property
• Skilled listener with great people skills
• Strong written and verbal communication skills
• Well organised and able to work with minimum supervision

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.