Welcome Manager

Job Description

Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at Wicken Fen. As Welcome Manager, youll head up the staff & volunteer team, including on nominated weekends and bank holidays, to welcome our visitors and help them enjoytheir visit.Youll lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. Youll be experienced in managing people, delivering outstanding customer service and leading on risk management. As oneof our Duty Managers, you will sometimes be the most senior person on site.If you would like more information about this role before applying, please email .uk What its like to work here Wicken Fen is an internationally important wetland nature reserve, part pay-to-enter, part free to access. We are actively developing our engagement with different groups of children and young people, and also the communities around us.The Welcome team currently consists of 2 part-time staff, plus a number of volunteers; they work closely with the Retail team at Wicken Fen, being based together in our Visitor Centre, and youll need to liaise with our Retail Manager on rotas, key messagesfor the teams and combining training and development for the teams.Other key contacts on site are the Visitor Experience Officer, who runs our cycle hire and boat trips operations, and the Programming and Partnerships Officers, who plan and run our schools, young people and families engagement, as well as trails and programmingthrough the year. What youll be doing Youll 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.A key part of this role will be shaping more of an outdoor welcome, to meet the challenges of a busy and extensive site, which is open all year round.Youll have responsibility for the day to day operation of the welcome area 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.Youll 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. Youll be applying your high level of competence to dealwith service recovery without senior support being on site. Youll engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay. Who were looking for Youll need to have the following skills and experience:

• 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 package The National Trust has the motto For everyone, for ever at its heart. Were working hard to create an inclusive culture, where everyone feels they belong. Its important that our people reflect and represent the diversity of the communities and audienceswe serve. We welcome and value difference, so when we say were for everyone, we want everyone to be welcome in our teams too.Wherever youre from, and whatever your background, we want to hear from youand it doesnt matter if youre jam first, cream first, or even if you dont like scones at all. Everyone is welcome.Benefits for working at the National Trust include:

• Flexible working whenever possible
• Free parking at most locations
• Free entry to our properties for you, a guest and your children (under 18)
• Substantial pension scheme of up to 10% basic salary

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