Welcome Manager

Job Description

Summary Come and join us at Ightham Mote as our new Welcome Manager!Have you got fantastic customer service and communications skills Can you help us inspire visitors to support our cause Were looking for a passionate and enthusiastic Welcome Manager tolead a team of Welcome and Service Assistants and volunteers. Youllbe a role model for how it should be done, and youll support the team to ensure everyone plays their part in a warm and welcoming team culture, resulting in a property welcome like no other.Youll be experienced in managing people, delivering outstandingcustomer service.This is initially a 2 year fixed term contract, working 37.5 hours per week. Youll be required to work some weekends as part of a team rota (usually around 1 in 3) What its like to work here Visitors lose themselves in this romantic moated manor house, described as one of the most beautiful and interesting of English country houses. Ightham Mote, built nearly 700 years ago, has seen many changes and been owned by Medieval knights, courtiersto Henry VIII and high society Victorians. The welcoming team provide a fantastic customer service, and in joining this team, youll become part of the family too.You will be a key player within a close hard-working team, which delivers at pace and has high ambitions and vision. Ightham Mote & North Kent portfolio includes Ightham Mote as our flagship and in addition several hidden gems of Kentish history, such asCobham, Hawkwood & Petts Wood, Oldbury and Old Soar Manor. Covering some 2,500 acres of Kent Countryside, there are 33 staff and 500 volunteers, actively involved across all sites and covering all disciplines.Click here for more information about this location What youll be doing Every day is different but the one thing that remains the same is the desire to provide outstanding service at every opportunity. As a role model for what outstanding service looks like, youll play your part as part of the team; welcoming our visitors andtailoring your service to meet their every need. As someone who is experienced in customer service, youll deal with any difficult situations with professionalism, make good decisions and resolve problems or concerns.Youll support, encourage and identify ways to get the best from your team and set positive and challenging objectives. Youll lead for outstanding customer service and efficiency to ensure that every visitor is well looked after; service and presentationstandards remain high; monitoring targets and statistics to ensure youre always on top of your game. Working flexibly and with initiative you will welcome busy days and lots going on. You will be keen to be a crucial part of a wider team taking ownershipfor maintenance of the highest standards of presentation and delivery and making a difference for our visitors.Youll use your strong communication skills to make sure everyone within your team knows whats happening when, keeping that close link between your team and the rest of the property, so others know how they can help you too. Where necessary, youll supportwider programming opportunities and activities, ensuring those quality conversations continue right throughout the visitor journey. 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. 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.