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, on nominated weekends and bank holidays, to welcome our visitors and help them enjoy theirvisit.As the most senior person on site, you will lead and empower your team to respond to customer enquiries and site issues and be the face of the National Trust. You’ll be experienced in managing people, delivering outstanding customer service and leadingon risk management.This is a fixed term contract due to end when the previous employee returns from parental leave. At this point we cannot confirm exactly how long this contract will last, but it is unlikely to be more than 12 months. We need someone to start on the 15thof October 2023. What its like to work here Fashion-famous and full of colour, at 6,400 acres, Killerton is one of the National Trust’s largest special places and here we employ over 130 people. Located close to the vibrant city centre of Exeter, the 18th century house and parklands benefits fromfree parking and good transport links. Its size and scale, fabulous views and focus on fantastic visitor experience makes Killerton a truly wonderful place to work. And with many rare trees and glorious gardens, it’s the perfect place for gardeners and rangersto grow their career.For more information about our property please visit killerton What youll be doing You’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.You will 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.You’ll 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. You will be applying your high level of competence to dealwith service recovery without senior support being on site. You will engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay. Who were 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 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.