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Welcome Manager

Employer
National Trust
Location
Cheltenham
Salary
7952.00 - 7952.00 GBP Annual
Closing date
29 Feb 2024

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Summary

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. 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 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. You'll be experienced in managing people, delivering outstanding customer service and leading on risk management.

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 equal instalments.

We are currently undertaking our pay review process and it is likely that this salary will be increased from 1st April 2024

What it's like to work here Lodge Park is a 17th-century grandstand built for deer coursing, gambling, banqueting and entertaining. It became the National Trust's first restoration project in 1998 and relied on archaeological evidence to return the building to its former glory. We are now also restoring the surrounding Bridgeman landscape with a huge programme of tree planting. With sweeping views, grand architecture and on-going restoration across the whole Sherborne estate this is a beautiful and exciting place to work. The Welcome Manager role will be a core part of a small team that tells these stories, improving our visitor offer by helping to design a new visitor leaflet, children's trail, and co-ordinate events. It also involves managing welcome staff and volunteers, and overseeing the day-to-day visitor operation, working part time across a selection of weekdays and some weekends. 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.

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. You'll 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 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 We'd love to hear from you if you have:
  • 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 such as 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 Trust places
  • Independent financial advice

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

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