Welcome Manager

Job Description

Summary We have an exciting opportunity to lead a vibrant frontline team of welcome staff and volunteers across both Packwood and Baddesley Clinton.Youll be required to work on nominated weekends and bank holidays, to welcome our visitors and help them enjoy their visit. 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 us know,quoting the reference number for this vacancy.Reporting to the Property Operations Manager, youll be a member of the Property Leadership Team, managing a team of 9.Packwood is a captivating 16th century Tudor manor house is renowned for its fine collection of textiles and elegant gardens. The team is focused on conservation projects, as well as providing an exceptional family-friendly visitor experience. The new cafserves a delicious selection of produce grown in Packwoods kitchen garden. Packwood House is part of a trio of properties alongside Baddesley Clinton and Coughton Court, so collaborative working between staff and volunteers is encouraged. Click here for more information about this location 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.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.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. 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.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. Youll be experienced in managing people, delivering outstanding customer service and leading onrisk 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

• To be naturally curious about people, and with an enthusiasm to and experience of delivering the highest standards of customer service

• Excellent organisational skills

• To be a confident leader, adaptable and responsive under pressure

• The 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.