Employer: National Trust Salary: £23,556 per annum Date Added: 16/10/2023
Summary
We have an exciting opportunity to lead a small team of welcome staff and volunteers. 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 their visit.
As a senior member of staff 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 leading on risk management.
What it’s 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 we’re 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, you’ll manage a small team of around 3 staff, plus volunteers.
The Longshaw Estate is often used by many as the gateway into the Peak District and is part of the larger National Trust Peak District Portfolio. Longshaw is one of the three key visitor hubs across the portfolio and consists of cafe and visitor facilities as well as several car parks leading to wider landscape walks and an education centre ran in partnership with the Peak District National Park Authority.
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 standards for conservation, access, and wider public benefits.
What you’ll 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.
Responsible for the day to day operation of the welcome area, you’ll ensure the delivery of high standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. You’ll be using your creativity and communication skills both to encourage and motivate your team and to help provide a friendly face to thousands of visitors. You will be applying your high level of competence to deal with 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 we’re looking for To deliver this role successfully, you’ll need:
Experience managing a team
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 audiences we 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
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