Welcome & Service Assistant Manager

Job Description

Summary We have an exciting opportunity to be a leading part of the Welcome Team. As Welcome & Service Assistant Manager, youll lead a team of 6 part time staff and 2-3 dedicated volunteers to deliver exceptional service to all audiences, helping each visitor enjoytheir day in the way they want.Youll be experienced in managing people and helping to develop them in their role. You’ll be motivated by achieving stretching targets and actively promoting ways to support the Trust.Hours: Full time 37.5 hours per week. The working pattern will be Sunday to Thursday and will include Duty Manager responsibility on a rota basis.Salary: £23,152paContract: PermanentInterviews: 23rd NovemberIf you have any questions about this role please contact: .uk What its like to work here We are all about exceptional service and ensuring our visitors receive a tailored welcome. We promote the best way for our visitors to support Gibside, whether that is through membership, donations or buying a second-hand book.Based in the Visitor Reception, you and the Welcome Team will be the face of Gibside.Situated just outside Gateshead, this 18th century landscape garden and wildlife haven is loved by the local community. Gibside is a popular site with around 250,000 visitors a year, all of which come through visitor reception. The staff welcome people withlots of energy to enjoy this friendly garden landscape, situated on the edge of the city.Click here for more information about this location What youll be doing Responsible for the day-to-day operation of the welcome area, you’ll 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. Using highlevels of competence to deal with service recovery without senior support. Youll have a direct impact on commercial performance (admissions, membership, fundraising) and influence customer service performance and measures. Our visitor business delivers asignificant contribution in terms of both income and support for the National Trust.Youll create a great place for your team to work (staff and volunteers). Youll support their development, delivering strong performance through clear objective setting and giving regular feedback and reviews. Who were looking for

• Ideally 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
• The ability to work to sales targets, and confidently sell our membership benefits
• Good organisational skills
• A willingness to learn new skills, and a can-do attitude
• Good IT skills (all MS Office)
• Good understanding of the National Trust and what we do.

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 audienceswe 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

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