Welcome Manager

Job Description

Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at property.As Welcome Manager, you will head up the staff & volunteer team, to greet our visitors, help them enjoy their visit and help to grow support for our cause. What its like to work here This vacancy is included in a trial of the Disability Confident scheme (level 1).If you have a disability, and your qualities, skills and experience are a good fit with the Who were looking for section below, we will guarantee you either a telephone or face to face interview. Please contact us at .uk, when you apply, to let usknow, quoting the reference number for this vacancy.Reporting to the Visitor Operations & Experience Manager, youll be managing three Welcome Assistants.Horsey Windpump is an iconic structure on the Norfolk Broads. During the summer months it is a very busy place, with the Windpump open, an F&B offer, activities, wildlife boat trips and a car park for all who use the area including for walks and seal watching.A small team of really passionate people work and volunteer here and are very knowledgeable about the Windpump, wildlife and landscape of the area. What youll be doing Youll have day to day responsibility for the team of Welcome Assistants and Windpump volunteers, and their safety and working practices, working closely with the Visitor Experience & Operations Manager to develop the site offer.You will have responsibility for the operation of the welcome areas 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.Youllbe 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 withservice recovery without senior support being on site.You will engage with all our visitors to inspire support through membership and fundraising, and help visitors to enjoy their day.You will lead and empower your team to respond to customer enquiries, deliver the growing support budgets, keeping site presentation standards and be the face of the National Trust. Youll be experienced in managing people, delivering outstanding customerservice and leading on risk management. Who were looking for To deliver this role successfully, youll need:

• Good practical experience in visitor business, in tourist, heritage or relevant visitor services environment

• Naturally curious about people, and with an enthusiasm 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.

• 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.