Welcome Manager

Job Description

Summary We have an exciting opportunity to lead a small team of welcome staff and volunteers at our Ilam and Dovedale property. As Welcome Manager, you will head up the staff & volunteer team to welcome our visitors and run payment processes effectively and efficiently. 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 flourishin a busy environment.Duration: 6 months fixed term contractHours: 780 annualised hours per year (0.8FTE).This role is based on annualised hours, where the amount of hours you work each month may vary, however your salary will be paid in 12 equal instalments over the year.Were looking for someone who can work in line with the business needs, focusing on weekend and school holidays. What its like to work here The National Trust in the Peak District is on a mission to be the place of choice for inspiring outdoor experiences, where everyone is enabled to go on a journey of exploration in a landscape being actively managed to the highest international standardsfor conservation, access and wider public benefits. The roles will cover three of our main visitor engagement points; Longshaw, Ilam and Dovedale, and will be focused on helping our visitors enjoy our places whilst respecting the environment and supportingour conservation causes. What youll be doing Youll have overall responsibility for the team, and their safety and working practices, working closely with the Senior Visitor Experience Officer & Property Operations Manager to ensure that the welcome points and car parks are run effectively and efficiently.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. 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 Benefits for working at the National Trust:

• Flexible working whenever possible

• Free parking at most locations

• Discounts in high street stores, cinemas, National Trust properties and cafes.

• Free entry to our properties for you, a guest and your children (under 18)

• Generous annual leave

• Subsidised health cash plan

• Free 24-hour support service

• Substantial pension scheme of up to 10% basic salary

• Training & Development tailored to you

• Up to 5 days of paid volunteering for you.

Click here to find out more about the benefits we offer to support you.