Welcome Manager

Job Description

Summary We have an exciting opportunity for a Welcome Manager to lead our small team of staff & volunteers. Youll be responsible for developing and empowering your team to respond to customer queries, manage queues and helping to deliver an excellent visitor experience.Youll be a brilliant communicator with experience of managing people and of delivering outstanding customer service.The salary advertised is inclusive of £2,828 Outer London Weighting allowance per annum. What its like to work here A 17th century treasure trove on the banks of the River Thames, Ham House and garden welcomes more than 100,000 visitors each year. We host outdoor events, theatre, family-friendly activities and are a hub for local residents and dog walkers Click here for more information about this location What youll be doing Overall responsibility for the team and their safety and working practices will be yours and youll have responsibility for the day to day operation of the welcome area.Working closely with the Visitor Operations & Experience Manager youll ensure the delivery of the highest standards of service and visitor experience. Youll engage with all our visitors to inspire support through membership, helping visitors to enjoy theirstay and to promote return visits.Youll be using your creativity and communication skills to inspire and motivate your staff and volunteers, and to be a friendly and welcoming ambassador for the National Trust to thousands of visitors.Youll lead for service recovery, using your soundjudgement in line with National Trust guidelines, values, and policies.Please note that our visitor welcome is largely outdoors and this role includes regular weekend working. Who were looking for Practical experience in a visitor services environment, preferably in tourism or heritage Ability to work at pace and think on your feet Good communication skills Naturally curious about people, and with a passion for delivering thehighest standards of customer service Goodorganisational 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 properties 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.