Welcome Manager

We have an exciting opportunity to help lead a team of staff and volunteers at Hill Top, the farmhouse retreat of Beatrix Potter. As one of the Welcome Managers, you'll help to lead the staff and volunteer team to welcome our visitors and help them enjoy their visit. You'll support 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 membership recruitment and fundraising.

Regular weekend working (one weekend day per week) and working during school holidays will be required.

What it's like to work here:

Reporting to the Property Operations Manager, you'll work alongside the other Welcome manager to lead a Welcome Team of 14 Welcome & Service Assistants and 20 volunteers, role modelling exceptional customer service.

Within this role you get to work closely with other departments, supporting the property aims in Retail, Programming and Collections. You'll receive training in people management, and as part of our Duty Management team, training in managing the site as a keyholder. You will be given the opportunity to develop your knowledge and understanding of accessibility and inclusion in a heritage setting.

Hill Top House, part of the South Lakes property portfolio, was the start of Beatrix Potter's life as a farmer and conservationist in the Lake District. A truly international icon, it is open to the public and a very busy small property.

What you'll be doing:

• You’ll have co-responsibility for the Welcome Team, and their safety and working practices, working closely with the Property 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 good 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.

As part of the duty management team you'll be on a rota with other managers to be the property lead in the case of an emergency. Alongside your normal role you'll be responsible for opening and closing the site, managing any escalated visitor enquiries and supporting the whole property team with first aid instances.

Who we're looking for:

To deliver this role successfully, you'll need:

• good practical experience in visitor business, in tourist, heritage or relevant visitor services environment
• to be naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service
• excellent organisational skills
• to be a confident leader, adaptable and responsive under pressure
• the 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)
• Rental deposit loan scheme
• Season ticket loan
• EV car lease scheme
• 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