Welcome Manager/Rheolwr Croeso

We’re looking for a welcome manager with great people and leadership skills to manage the team in Visitor Welcome at Tredegar House.

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’ll be a real people person, leading and empowering your team to deliver outstanding customer service, and setting our visitors up for an amazing experience for the rest of their day.

What it's like to work here:

Tredegar House stands proudly at the heart of Newport's heritage. For more than 500 years the house was home to the Morgan family, whose lives impacted the population of south-east Wales socially, economically, and politically. We now welcome over 400,000 visitors a year to the surviving 90 acres of the estate.

You will play a key role in our high performing Visitor Experience team, being a role model for a team of staff and volunteers working in our visitor reception. You’ll need leadership experience, as well as excellent communication and organisational skills and will champion high service standards, motivating your team to share those values.

Supportive and enthusiastic you’ll be a real people person, helping to create a great place for staff, volunteers, and partners to contribute their best.

What you'll be doing:

You’ll have overall responsibility for the team, and their safety and working practices, working closely with the Experience and Visitor Programming Manager to develop the visitor 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 engage with all our visitors to inspire support through membership, and help visitors to enjoy their stay.

You’ll be part of the Duty Management rota, with the expectation of some weekend and evening working. Being a Duty Manager means that you’ll help with locking up across the site, and also be the main point of contact when you’re DM, to deal with any incidents or emergencies.

Who we're 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)
• A commercial understanding and commitment to fundraising

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 properties for you, a guest, and your children (under 18)
• 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